Remote Rail Systems Support Analyst

Resonate Tech; East Midlands, Milton Keynes, Greater London; Hybrid; GBP 27,000 - 38,000; Full time

Benefits offered by this job

Private healthcare

Pension plan

Group Life Assurance

Employee Assistance

4 on 4 off shifts

Annual leave 20 shifts

Job summary

Resonate is seeking a Support Analyst to join our remote, 24/7 nights support team. You’ll troubleshoot Linux, AWS, SQL and web applications, configure monitoring, and collaborate with IT teams to resolve incidents.

You’ll communicate clearly with customers, document resolutions, and contribute to the knowledge base while maintaining strong SLAs and service quality. This role is remote with some office attendance for training or audits.

Qualifications

• Experience in supporting and troubleshooting Linux systems, AWS, SQL, and web applications.
• Experience using and configuring monitoring systems for site reliability.
• Experience troubleshooting with on-premise, cloud and hybrid infrastructure environments.
• Experience in working with ITSM, RMM tools.
• Excellent command of the English language, both written and spoken.
• Familiarity with Agile or DevOps ways of working.

Responsibilities

• Provide 1st/2nd line support for our products, including diagnosis, resolution, and escalation of bugs with clear documentation.
• Support, troubleshoot and maintain the product suite and associated equipment per documented designs.
• Provide remote support and attend customer sites as required to support deployments or incident resolution.
• Work within SLAs for response and resolution times.

Skills

Linux

AWS

SQL

Web apps

ITSM

RMM tools

English

Tools

Monitoring tools

ITSM tools

Job description

Resonate is seeking a Support Analyst to join our remote, 24/7 nights support team. You’ll troubleshoot Linux, AWS, SQL and web applications, configure monitoring, and collaborate with IT teams to resolve incidents.

You’ll communicate clearly with customers, document resolutions, and contribute to the knowledge base while maintaining strong SLAs and service quality. This role is remote with some office attendance for training or audits.