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- Tasks: Support and maintain innovative traffic management systems while providing top-notch customer service.
- Company: Join a forward-thinking tech company revolutionising rail services across the UK.
- Benefits: Enjoy remote work, competitive salary, private healthcare, and generous leave.
- Other info: Flexible working hours with a unique 4 on, 4 off shift pattern.
- Why this job: Be part of a team that makes a real difference in transport technology.
- Qualifications: Experience with Linux/Windows systems and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
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.
Overview of the Role 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.
Key Accountabilities and 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
Skills and Experience
- 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
Competencies and Behaviors
- 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
- Innovative, creative, and passionate about what you do, with a thorough attention to detail
- Highly organised, resilient, and able to manage individual workload
Working Pattern
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 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 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.
Benefits
- 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)
Wellbeing
- 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
Client Services - Technical Support Services employer: Resonate Group
Contact Detail:
Resonate Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services - Technical Support Services
✨Tip Number 1
Get to know the company inside out! Research their products, services, and recent projects. This will help you tailor your conversations and show genuine interest during interviews.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and even a referral, which is always a bonus!
✨Tip Number 3
Practice your technical skills! Brush up on Linux/Windows support, networking basics, and any relevant tools like Zendesk or ServiceNow. Being confident in your abilities will shine through in interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team and contributing to our mission.
We think you need these skills to ace Client Services - Technical Support Services
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Client Services - Technical Support role. Highlight your experience with Linux/Windows systems, networking, and any relevant ITSM tools like Zendesk or ServiceNow. We want to see how your skills align with our needs!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your strong communication abilities. Use clear and concise language in your application, and maybe share an example of how you've effectively communicated technical information to non-technical folks.
Highlight Problem-Solving Experience: We love candidates who can think on their feet! In your application, mention specific instances where you've tackled complex technical issues or improved processes. This will show us that you're not just about maintaining systems but also about innovating and enhancing them.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company and culture while you’re at it!
How to prepare for a job interview at Resonate Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Linux/Windows systems, networking protocols, and troubleshooting techniques. Be ready to discuss specific examples of how you've tackled technical issues in the past, as this will show your problem-solving skills and technical expertise.
✨Show Off Your Communication Skills
Since this role involves a lot of customer interaction, practice explaining complex technical concepts in simple terms. Think about how you can demonstrate your ability to build relationships with both customers and internal teams during the interview.
✨Familiarise Yourself with Their Products
Take some time to research the company's software products and services. Understanding their operational delivery and how they improve customer journeys will help you tailor your answers and show genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, such as resolving a technical issue or managing a customer complaint. Prepare by thinking through your past experiences and how they relate to the key accountabilities of the role.