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Technical Product Support Specialist
2 months ago
We are a software company that provides innovative solutions for the rail industry. Our mission is to create a connected rail network using cutting-edge technology and industry expertise.
Our team is passionate about delivering high-quality products and services that improve the operational delivery of rail services. We are committed to innovation and excellence in everything we do.
Job SummaryWe are seeking a skilled Technical Product Support Specialist to join our team. The successful candidate will be responsible for supporting and maintaining our traffic management, simulation, and training systems, as well as associated equipment.
Key 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
- Work within specified service level agreements for response and resolution times
- Support innovation and advise on the implementation of new technologies
- Engage with internal teams around technical solutions and requirements, and implementation of best practices
- Interact with internal subject matter experts on incidents and service requests that require an advanced level of technical input
- Able to interpret and understand safety rules, operating and maintenance instructions, and procedural manuals
- Clearly document issues, requests, and solutions within the ITSM system
- Contribute to and maintain the internal knowledge base
- Act as a mentor to develop the knowledge and experience of other technical colleagues
- Identify process and other improvements within the directorate and raise them through the appropriate channels
- A strong communicator with experience in a customer-facing role or roles
- Excellent analytical, troubleshooting, and problem-solving skills
- Self-led learner with ability and drive to investigate, learn, and develop
- Comfortable building relationships, collaborating, and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally
- Highly organized, resilient, and able to manage individual workload
- Innovative, creative, and passionate about what you do, with a thorough attention to detail
- Experience in supporting Linux/Windows: system and network configuration, software installation, troubleshooting, bash scripting, with the ability to analyze 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
- Experience working in an ITIL aligned organization, ITIL qualifications a plus
- Familiarity with DevOps and Agile methodologies
- Familiarity with the use of structured query language would be an advantage
- Data Feeds
- Docker/Kubernetes
- Linux
- Kibana
- Grafana/Prometheus
- Java
- MariaDB/SQL
- Jira/Confluence/Azure DevOps
- AWS
This is a remote, home-based role that 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 familiarization, and support activities as required would be an advantage.
Support issues and activities rarely fit neatly into regular hours; 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 day shift workers to work 6am – 6pm.
Benefits- Home based with travel to Resonate and client sites as required
- Working pattern of 4 on, 4 off, with 12-hour days from 6am-6pm
- 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)
