• Documentation, knowledge sharing, and development

  • Clearly document issues, requests, and solutions within the ITSM system.
  • Contribute to and maintain the internal knowledge base.
  • Support the development of technical knowledge across the team, including mentoring colleagues where appropriate.

• Communication and collaboration

  • As the face of the company, maintain professional and effective communication with customers across both phone and email channels. Ensure a high standard of service and represent the company.

---

Skills and Experience

Essential

• Experience in supporting and troubleshooting Linux systems, AWS, SQL, and web applications, with the ability to analyse complex system logs.
• Experience using and configuring monitoring systems for site and application reliability.
• Experience in troubleshooting with on-premise, cloud, and hybrid infrastructure environments.
• Experience in working with ITSM, RMM tools.
• Excellent command of the English language, both written and spoken communication.
• Familiarity working with other teams who operate in Agile or DevOps ways of working environments.
• Manage P1 incidents in a high-pressure environment, prioritising actions to meet agreed SLAs.
• Apply strong analytical and critical-thinking skills to investigate complex issues, identify causes, and determine appropriate resolutions.

Desirable

• Experience supporting customer environments outside of standard office hours or in a shift-based role.
• Understanding of production cloud infrastructure, including on-premises systems, particularly AWS services, and containerised/virtualised applications beyond day-to-day support activities.
• Previous experience working with safety-critical, regulated, or high-availability systems.
• Knowledge in networking: standard internet protocols and ports, network monitoring and analysis tools, troubleshooting of network devices (switches, routers, firewalls).

---

Competencies and Behaviours

We are looking for someone who:

• Is a strong communicator, both written and verbal, with experience in a customer-facing role as well as managing senior stakeholders, such as the C-Suite.
• Has excellent analytical, troubleshooting, and problem-solving skills to investigate complex software faults.
• Is a self-led learner with the ability and drive to investigate, learn, and develop.
• Is comfortable building relationships, collaborating, and communicating with multiple teams and stakeholders, of varying technical experience, both internally and externally.
• Is innovative, creative, and passionate about what they do, with a thorough attention to detail.
• Is highly organised, resilient, proactive, and able to manage individual workload.

How Our Values Show Up in This Role

• Customer Centred Impact: You’ll help keep critical customer systems running by responding to incidents, resolving service requests, and working to agreed SLAs, ensuring customers receive reliable, timely, and effective support.
• Long Term Thinking: By documenting solutions, contributing to the knowledge base, and identifying service improvements, you’ll help build stronger processes that support future reliability and team development.
• Courage and Responsibility: You’ll take ownership of technical issues, investigate problems with confidence, escalate when specialist input is needed, and make balanced decisions that protect service quality and safety.
• Equality and Inclusion: You’ll collaborate with customers, colleagues, and subject matter experts across a range of technical backgrounds, communicating clearly and respectfully so everyone can contribute effectively.
• Innovate with Purpose: You’ll support new technologies, monitoring solutions, and best practice improvements that make our services more resilient, efficient, and valuable to the railway operations we support.

---

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.

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.

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

• 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).
• 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.