Remote Technical Support Analyst (Nights)

Kingston Bagpuize; United States; Remote; USD 42,000 - 56,000; Full time

Benefits offered by this job

Pension plan (Aviva)

Private healthcare

Life assurance

Income protection

Sick leave

Employee assistance program

Eye tests & flu vaccinations

Job summary

Kingston Bagpuize seeks a Remote Technical Support Analyst to deliver night-shift technical support for traffic management, simulation, and training systems. You will work remotely, with occasional site visits to Derby, Milton Keynes, or London, and collaborate with internal teams to resolve incidents and deploy new tech.

Proficiency in Linux/Windows, networks, and CRM/ITSM tools is required, along with strong English communication and agile/DevOps familiarity.

Qualifications

• Experience in supporting Linux/Windows: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyse system logs
• Familiarity with DevOps and Agile methodologies
• Excellent command of the English language both written and spoken

Responsibilities

• Provide remote technical support for traffic management, simulation and training systems
• Attend client sites as required to support commissioning or incidents
• Maintain monitoring solutions for environments and customer applications
• Advise on new technologies and best practices
• Collaborate with internal teams across varying technical levels and roles
• Interpret safety rules, operating and maintenance manuals

Skills

Linux/Windows

Bash scripting

Networking

Zendesk/ServiceNow

English fluency

DevOps/Agile

SQL basics

Tools

Zendesk

ServiceNow

Job description

Remote Technical Support Analyst (Nights)

Start Date: 2026-10-03T00:00:00

Location: Kingston Bagpuize, Oxfordshire, GB, OX13 5, Work From Home

End Date: 2027-01-01T23:02:12.013

About us

We provide software products and services that are already improving the operational delivery of rail services. Our vision is to create a truly connected rail network, using deep technology expertise and industry experience to deliver solutions that meet transport challenges across the UK and beyond. Harnessing our great ideas and turning them into products used and loved by our customers, we build control systems and digital platforms that deliver operational management and outcome support to improve customer journeys across the rail network.

We are looking for individuals who are passionate about modern IT practices and technologies, to take our products into service and then provide the quality of support that together with great design and development, will see our systems used and loved by our customers. Capable of understanding complex technical implementations and low-level concepts, you will be able to quickly build relationships and communicate effectively with our customers, and our own technical staff. You do not need a background in rail - experience in systems that provide essential business services will be an advantage.

Responsibilities

• Support and maintain our traffic management, simulation and training systems, and associated equipment in accordance with documented designs
• Provide remote support, attending site as required, to support commissioning activities or to facilitate incident resolution
• Support and maintain monitoring solutions for our environments and customer applications
• Support innovation and advise on the implementation of new technologies
• Engage with internal teams around technical solutions and requirements, and implementation of best practices
• Able to interpret and understand safety rules, operating and maintenance instructions and procedural manuals
• Experience in supporting Linux/Windows: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyse system logs
• Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, configuration of network devices (switches, routers, firewalls)
• Experience in working with on-premise, cloud and hybrid infrastructure environments
• Experience in working with CRM or ITSM tools such as Zendesk or ServiceNow
• Excellent command of the English language both written and spoken
• Familiarity with DevOps and Agile methodologies
• Familiarity with the use of structured query language would be an advantage
• Comfortable building relationships, collaborating and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally
• Innovative, creative, and passionate about what you do, with a thorough attention to detail
• This is a remote, home-based role - it may require occasional attendance at client premises for site-based activities. The ability to reach and attend one of our three offices (Derby, Milton Keynes, or London), for training, product familiarisation, and support activities as required would be an advantage.
• Support team operates a 4 on, 4 off shift system basis to provide 24/7, year-round coverage for our clients. You will work on a shift system with each working period consisting of four shifts of 12 hours, followed by a break of four shifts. We are looking for night shift workers to work 6pm - 6am.
• Initial training and familiarisation will follow a different working pattern for approximately 6-10 weeks, typically Monday - Friday 9am-5pm, with 2 days a month working from the Derby office. Home based with travel to Resonate and client sites as required.
• For training, working pattern starts with standard office hours (5 day week) for approx. 6-8 weeks (flexible, depending on candidate and team readiness).

Benefits

• 20 shifts leave per annum
• Pension plan through Aviva with matched contributions from 5%-8%
• Private healthcare for you and immediate dependents, currently with Bupa on a medical history disregarded basis
• Group Life Assurance cover (currently 6x salary)
• Group Income Protection cover (in the event of incapacity, currently provides 50% salary plus a 10% pension contribution after 52 weeks)
• Private health care cover - currently with Bupa, covering you and your immediate dependents on a medical history disregarded basis
• Company sick leave and pay - enhanced provision subject to qualifying period of service
• Employee Assistance Programme providing 24/7/365 access to independent and confidential support via an app, web, or helpline to support you with any life challenges
• Free eye tests and annual flu vaccinations - available to all colleagues

#s1-Gen About us We provide software products and services that are already improving the operational delivery of rail services. Our vision is to create a truly connected rail network, using deep technology expertise and industry experience to deliver solutions that meet transport challenges across the UK and beyond. Harnessing our great ideas and turning them into products used and loved by our customers, we build control systems and digital platforms that deliver operational management and outcome support to improve customer journeys across the rail network. We are looking for individuals who are passionate about modern IT practices and technologies, to take our products into service and then provide the quality of support that together with great design and development, will see our systems used and loved by our customers. Capable of understanding complex technical implementations and low-level concepts, you will be able to quickly build relationships and communicate effectively with our customers, and our own technical staff. You do not need a background in rail - experience in systems that provide essential business services will be an advantage. Support and maintain our traffic management, simulation and training systems, and associated equipment in accordance with documented designs Provide remote support, attending site as required, to support commissioning activities or to facilitate incident resolution Support and maintain monitoring solutions for our environments and customer applications Support innovation and advise on the implementation of new technologies Engage with internal teams around technical solutions and requirements, and implementation of best practices Able to interpret and understand safety rules, operating and maintenance instructions and procedural manuals Experience in supporting Linux/Windows: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyse system logs Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, configuration of network devices (switches, routers, firewalls) Experience in working with on-premise, cloud and hybrid infrastructure environments Experience in working with CRM or ITSM tools such as Zendesk or ServiceNow Excellent command of the English language both written and spoken Familiarity with DevOps and Agile methodologies Familiarity with the use of structured query language would be an advantage Comfortable building relationships, collaborating and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally Innovative, creative, and passionate about what you do, with a thorough attention to detail This is a remote, home-based role - it may require occasional attendance at client premises for site- based activities. The ability to reach and attend one of our three offices (Derby, Milton Keynes, or London), for training, product familiarisation, and support activities as required would be an advantage. therefore, our support team operates a 4 on, 4 off shift system basis to provide 24/7, year-round coverage for our clients. You will work on a shift system with each working period consisting of four shifts of 12 hours , followed by a break of four shifts. We are looking for night shift workers to work 6pm - 6am. In order to provide the best onboarding experience and training, this role will follow a different working pattern for the first 6-10 weeks which will be Monday - Friday 9am-5pm. During this period there is a requirement for 2 days a month working from the Derby office . Home based with travel to Resonate and client sites as required For training and familiarisation, working pattern to start with standard office hours (5 day week) for approx. 6-8 weeks (flexible, depending on candidate and team readiness) 20 shifts leave per annum Pension plan through Aviva with matched contributions from 5%-8% Private healthcare for you and immediate dependents, currently with Bupa on a medical history disregarded basis Group Life Assurance cover (currently 6x salary) Group Income Protection cover (in the event of incapacity currently provides 50% salary plus a 10% pension contribution after 52 weeks) Private health care cover - currently with Bupa, covering you and your immediate dependents on a medical history disregarded basis Company sick leave and pay - enhanced provision subject to qualify period of service Employee Assistance Programme providing 24/7/365 access to independent and confidential support via an app, web, or helpline to support you with any life challenges Free eye tests and annual flu vaccinations - available to all colleagues