Job Description
Technical Support Analyst

HYBRID ROLE THAT REQUIRES WORKING 3 DAYS A WEEK IN THE OFFICE, SITUATED AT NEWTON AYCLIFFE, UK. THE SITE HAS PARKING AND IS EASILY ACCESSIBLE FROM PUBLIC TRANSPORT.

As a Technical Support Analyst at Worldline Rail Operations, you will play a critical role in supporting multiple customers in the rail industry using our range of cutting-edge products. Our technology is specifically designed to address the persistent challenges faced in the day-to-day running of railways, enabling smooth and efficient train services throughout the UK.
As an organized, innovative, and process-driven colleague, you will work alongside your peers to provide top-notch technical support to our customers. If you’re looking for an exciting opportunity to apply your technical expertise in a dynamic and challenging environment, then Worldline Rail Operations is the perfect fit for you.

DAY-TO-DAY RESPONSIBILITIES

• Providing 3rd Line Technical support and assistance to customers.
• Working on the ticketing system Service Now
• Supporting customers remotely, providing functional advice and helping to diagnose system faults.
• Preparing release notes for system releases
• Responding to customer incidents including:
• Investigating and reproducing reported problems
• Updating tickets with progress
• Directly liaising with customers to gain a clearer understanding of problems
• Liaising with colleagues in other teams where necessary
• Provide functional and technical support to external and internal customers within Rail Operations.
• Conducting ad-hoc site visits to customers when required.
• Produce accurate functional specifications for use by Technical Support team and offshore colleagues.Ad hoc training to customers’ staff on products.