At a Glance
- Tasks: Provide remote technical support for innovative rail software and systems.
- Company: Join a forward-thinking tech company transforming rail services across the UK.
- Benefits: Enjoy competitive pay, private healthcare, and a flexible work-life balance.
- Other info: Work remotely with a unique 4 on, 4 off shift pattern for ultimate flexibility.
- Why this job: Be part of a team that enhances customer journeys with cutting-edge technology.
- Qualifications: Experience in IT support, Linux/Windows systems, and strong communication skills.
The predicted salary is between 29700 - 36300 £ 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.
Home based with travel to Resonate and client sites as required. Working pattern of 4 on, 4 off, 12-hour days. 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).
Benefits include:
- 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).
- 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.
Remote Technical Support Analyst (Nights) in Derby employer: Resonate
Resonate in Derby is an excellent employer that prioritises the well-being and professional growth of its employees. With a strong focus on quality, safety, and environmental standards, you will be part of a collaborative work culture that encourages continuous improvement and innovation across multiple office locations. Employees benefit from comprehensive training opportunities and a supportive environment that values their contributions to maintaining safe and efficient workplaces.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Technical Support Analyst (Nights) in Derby
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Resonate. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Resonate before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Technical Support Analyst (Nights) in Derby
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Resonate:Your cover letter is your chance to shine! Tell us why you want to work at Resonate specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Resonate!
How to prepare for a job interview at Resonate
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
