East West Rail is a nationally significant railway project which aims to deliver much-needed transport connections for the vibrant communities between Oxford, Milton Keynes, Bedford and Cambridge. Together these communities contribute around 111 billion to the national economy each year.EWR is one of the UK’s largest infrastructure projects, which the government committed to delivering in full in the Autumn 2024 Budget, and again in the 2025 Spending Review as part of its ambition to unlock the potential of the Oxford to Cambridge Growth Corridor.Role Summary:Join our Technology team - the Technology pillar of East West Rail's Digital, Data and Technology (DDaT) function - currently fifteen people and growing, delivering the systems and services the whole organisation relies on to build the Oxford–Cambridge railway.A Support and Operations team with over 98% customer satisfaction;A supportive team, always willing to help you upskill;A wide variety of technology and systems to work across;Exposure to a broad spectrum of functions right across the organisation.This role will install, configure, and support IT hardware, software, and cloud services, providing both remote and face-to-face assistance, managing the service desk, troubleshooting issues, and ensuring operational efficiency while collaborating with users and third-party vendors.Help us keep EWR running, so the rest of the team can get on with building the railway.What you'll be doingSupport the following: installation and configuration of hardware, software, operating systems and applications, IT for JML, remote and face-to-face assistance, infrastructure and cloud services operations and monitoring, developing best support standards, manage the service-desk platform, support access elevation. Follow best practice and ITSM process to ensure all correct validation and approvals are in place for any change requests. Support and resolve any faults with IT hardware while also liaising with third-party companies. Guide users through their IT issues / challenges via face to face or remote support, ensuring calm and open approach is used. Support the IT Support & Operations Manager in the management of EWR Co ICT infrastructure and cloud services to minimise downtime, optimise customer service and ensure compliance. Employ ‘best practice’ support standards. Provide support, including procedural documentation and relevant reports. Prioritise and manage many open cases / tasks at one time.Test, evaluate and report 'fixes’ before pushing out to all company users. Rapidly establish a good working relationship with users and partners Liaise with third-party support teams to find solutions to severe or urgent cases.What you'll bringProven track record in IT Support and Service Desks, in a medium-scale organisation.In-depth experience of supporting the O365/M365 and the overall Microsoft Stack include Azure. Excellent customer relationship and communication skills. Experience of working in fast paced and complex environments desirable.BenefitsCompetitive salary that reflects your skills and experience Up to 12% employer pension contribution to support your future 36 days annual leave (including
IT Support Executive employer: East West Railway Company
East West Railway Company is an exceptional employer, dedicated to fostering a positive and inclusive work environment that prioritises employee growth and well-being. With competitive salaries, generous leave policies, and a strong commitment to diversity and inclusion, we empower our team members to thrive while contributing to a nationally significant infrastructure project that enhances connectivity across the region. Join us in making a meaningful impact on communities while enjoying advanced learning opportunities and a supportive workplace culture.
