IT Product Support - Linux, Windows, SQL, ITIL, ServiceNow/Zendesk

Fully remote position

The Company & role:
Specialist technology provider, providing Real Time solutions for transport management, utilising leading-edge technology, connecting people while reducing the harm done to the climate, delivering technology into complex operations to improve their performance and fuel efficiency.

As the Technical IT Product Support specialist, providing remote support, maintaining &monitoring solutions and supporting Live Applications, escalating/handing over to the internal DevOps and Development teams, if required.

Duties will include:

• Work within specified service level agreements and advise on implementation of new technologies.
• Engage with internal teams around technical solutions and interact with internal subject matter experts on incidents and service requests.
• Good documentation of issues, requests, and solutions within the ITSM system.
• Contribute/maintain the internal knowledge base & Identify process improvements.

Please Note: Applicants must have a minimum of 3 years commercial support experience, working with Web Applications. This is a fully remote, home-based role (may require occasional visits at client premises for site-based activities in an office nearest to you (Derby, Milton Keynes, or London). The role will be working a 6am to 6pm shift, operating on a "4 on, 4 off" basis, as the team provides 24/7, year-round coverage for their clients. Each working period consists of four shifts of 12 hours, followed by a break of four shifts.

Technical skills & experience for the IT Product Support role:

• Experience in supporting Web Applications, Linux/Windows: system and network configuration, software installation, troubleshooting, Bash Scripting, with the ability to analyse system logs.
• Supporting 'Live Applications' will be highly desirable.
• Support on-premise, cloud and hybrid infrastructure environments.
• Experience/knowledge working with CRM or ITSM tools such as Zendesk or ServiceNow.
• Networks knowledge - standard Internet protocols and ports, network monitoring and analysis tools.
• Familiarity/knowledge of DevOps and Agile methodologies.
• Experience of using SQL (Queries, Tables etc).
• Previous experience of working in ITIL environments (Qualifications are a bonus).
• Working in low volume/high importance support role.

The company offers a fully-remote working environment (occasional office visits will be required for training, product familiarisation, and support activities, at an office nearest to you in either Derby, Milton Keynes or London), with a base salary range of £30-£35K, depending on experience and a great benefits package including: 25 days holidays rising to 27 days per annum after 3 years, Pension plan, Private healthcare, Group Life Assurance, Income Protection cover, Free eye tests and flu vaccine vouchers for all staff, Cycle to Work scheme for bikes, Interest-free rail season ticket loan.

Please apply now for a comprehensive specification on the position: IT Product Support - Linux, Windows, SQL, ITIL, ServiceNow/Zendesk