Technical Support Analyst (Nights)
R
ResonateRail Services
Derby, England, United Kingdom. London, England, United Kingdom. Milton Keynes, England, United KingdomFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Required Skills
- SQLAgileLinuxDevOpsZendeskServiceNowNetworkingCRM
Requirements
- 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
- 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
- Innovative, creative, and passionate about what you do, with a thorough attention to detail
- Highly organised, resilient, and able to manage individual workload
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
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