**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

• Provide onsite technical support for hardware, software, and network issues for our Mexico peers. • Manage onboarding and offboarding of IT equipment, ensuring smooth transitions for new hires and departing employees. • Install, configure, and maintain desktops, laptops, printers, peripherals, and audiovisual equipment. • Respond promptly to IT support tickets, resolving issues efficiently and ensuring user satisfaction. • Collaborate with the IT team to maintain infrastructure, including servers, networks, and software systems. • Perform regular maintenance tasks such as updates, patches, and backups to ensure system security and stability. • Document IT procedures and provide technical guidance to end-users for effective troubleshooting and training.

• Analyze customer order data to manage and track the fulfillment process of Great Minds’ digital products. • Strategize with school and district administration on the best rostering and integration solution to meet their objectives and support them with responses to technical questions. • Act as a liaison between school district representatives, the Sales team, the Success team, broader Technical Support and Escalations team, and the Product and Development teams to communicate current implementation options and requests for future enhancements. • Identify and report trending digital errors and issues to the appropriate Great Minds team(s) to prevent disruption of digital services. • Maintain knowledge of product functionality and capabilities along with industry standards and common practices for user management and inter-operability. • Analyze support ticket data and/or product usage data and develop visual representations to identify trends and recommend improvements.

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