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Technical Trainer

Date: 29-Apr-2022

Location: Oxford, GB, OX4 4DQ

Company: Nominet

NEVER HEARD OF NOMINET? 

Our name may not be familiar, but you probably use our services every single day – ever visited a website ending in a .uk?

We’ve been running the national internet namespace for a quarter of a century, sitting proudly at the heart of the UK's critical digital infrastructure.  

Such a responsibility requires world-leading cyber security and we’re gaining a reputation for our innovative new security solutions, protecting our own systems and beyond. 

But we’re also a Public Benefit business. We invest in making a positive impact of the lives that are being most disrupted in our digital age: young people. We’re known as one of the UK’s leading ‘tech for good’ funders and the commitment to building a connected, secure and inclusive digital future drives everything we do. It’s not just rhetoric – ask our staff. 
  

THE BEST BITS 

At Nominet you can expect a competitive salary (depending on experience of course), plus excellent benefits including 30 days holidays, Healthcare, Pension Scheme, Life Assurance, Wellbeing allowance, Remote Working,  Flex benefits and much much more.

 

ABOUT THE ROLE

 

This is a 12 months fixed term contract.

 

Do you want to play a pivotal role in bringing our technical concepts to life to ensure our internal teams feel supported and our customers receive best in class support? Do you enjoy a varied role where you will be instrumental in defining and championing technical training? Then this role will suit you! We are looking for a passionate Technical Trainer to create and embed technical training within our Service Delivery Department. This role is integral to the development and management of a training and development approach, ensuring all employees within the Service Delivery department have a level of technical knowledge appropriate to their role. We are in the middle a large program of exciting transformational change resulting in largescale changes to our day-to-day systems. This is an amazing time to be joining the team, with lots of opportunities to add value and make an impact as we invest heavily in technical innovation.

 

WHAT YOU'LL BE DOING

  • Create best-in-class training content for all support staff and managers including Technical Support roles and broader customer support
  • Analyse and document current teams’ knowledge, identifying strengths and weaknesses, ensuring that risks and opportunities are captured
  • Identify upskilling quick wins and a roadmap of longer term training opportunities
  • Devise a mechanism for measuring and tracking knowledge / understanding of technical concepts
  • Ensure a methodology is in place to resolve any knowledge gaps identified
  • Collaborate across the department to devise appropriate training methodologies (including digital and blended learning)
  • Develop a creative library of ‘how to’ content that demonstrates how to maximise the use of API, XML and SQL methodologies to deliver 1st time resolution for customers
  • Work with the Technical Support Analysts in delivering the appropriate material to less technical audiences · Support Technical Support Analysts in the maintenance of their Knowledgebase materials
  • Work closely with the Product Team to understand the technical roadmap and develop relevant content in a timely manner
  • Maintain an indepth personal knowledge of Nominet’s systems and products
  • Work closely with Technical Support Analysts to understand system usage and wider industry context
  • Act as a subject matter expert within project teams to ensure training needs are appropriately identified
  • Produce technical material relevant to new staff inductions, providing an “Introduction to Nominet”

 

WHO YOU ARE

  • CTT (or equivalent) certified with experience training technical support teams and /or solutions engineers
  • Knowledge of modern training techniques and tools
  • Experience of pioneering and embedding a training strategy into an organisation with both technical and non technical audiences
  • Experience in diagnostic and troubleshooting principles within complex technical systems
  • An excellent knowledge of how API based systems link together
  • Experience documenting and understanding a variety of data structures and APIs
  • A track record of producing high quality training programs in a technical environment including material creation, blended delivery, testing, quality assurance, skills evaluation and remedy
  • Experience in delivering training programmes centered on a variety of technical paths including interrogating databases with SQL queries, analysing system log files and interpeting Extensible Markup Language
  • Knowledge of coding languages
  • Experience of owning and delivering a training plan during a large scale system migration
  • The ability to articulate technical features alongside customer benefits


Job Segment: Developer, SQL, Database, XML, Quality Assurance, Technology