IT Support Analyst in Birmingham

Together, we move what matters. We are at the start of something powerful. Heavy Haul Rail was created with a simple but transformative belief: the UK deserves a smarter, cleaner, more resilient freight future. And we have the opportunity to build it.

Every role in this business carries purpose. Whether you work in operational delivery, driving trains, engineering, or business support, the work you do contributes directly to reducing emissions, easing road congestion, strengthening supply chains and powering British industry. This is meaningful work, with real impact.

Who we are: Previously operating as Freightliner’s Heavy Haul business, we are now an independent company following CMA CGM Group’s acquisition of Freightliner UK’s Intermodal Logistics business in January 2026. Heavy Haul Rail is the UK’s next-generation rail freight partner built for a sector ready to evolve. We believe it’s time to move differently. Congested roads, rising emissions, fragile supply chains. These aren’t just logistical challenges; they’re environmental and economic wake-up calls. We’re here to lead the modal shift, helping businesses transition from road to rail with confidence, clarity, and measurable impact.

We move 17 million tonnes of freight a year for customers in the industrial, energy and construction markets. The company operates 95 locomotives and over 1000 wagons. Heavy Haul Rail’s team of 950 supports customer deliveries to over 100 locations across the UK, running 250 trains per week. Heavy Haul Rail also supports the renewal and maintenance of the rail infrastructure and supports passenger train operators and rolling stock companies, including the provision of drivers and route conducting services. But none of this happens without us, its people.

Join our team:

• Be the first point of contact for IT support queries, providing a professional and customer-focused service.
• Troubleshoot and resolve a wide range of technical issues, ensuring service requests are managed through to successful completion.
• Escalate complex issues when required, working closely with the wider IT team and third-party providers to deliver timely resolutions.
• Install, configure and maintain hardware, operating systems and business applications.
• Support the administration of Active Directory and user account management.
• Carry out routine system monitoring and health checks to ensure the reliability and performance of IT services.
• Support backup processes and help maintain the integrity and security of business data.
• Create and maintain clear technical documentation and user guidance materials.
• Contribute to IT projects and technical improvement initiatives across the business.
• Participate in the on-call support rota when required.
• Continually look for ways to improve the end-user experience and the quality of IT services provided.
• Travel to operational and office locations on occasion to provide on-site support.
• Ensure compliance with IT policies, procedures and security standards.

We're looking for a customer-focused IT professional with a passion for technology and problem solving. You'll bring:

• Experience supporting and configuring Microsoft 365 applications and services.
• Good understanding of Windows operating systems and modern desktop technologies.
• Knowledge of PC and laptop hardware, diagnostics and troubleshooting.
• Experience working with Active Directory and user administration.
• Understanding of networking principles and technologies.
• Experience supporting mobile devices and mobile technologies.
• Strong communication skills and the ability to build positive relationships with users at all levels.
• A commitment to delivering excellent customer service.
• Strong analytical and problem-solving abilities.
• Good attention to detail and an organised approach to work.

You'll be someone who:

• Is friendly, approachable and enjoys helping others.
• Brings energy, enthusiasm and a positive attitude to their work.
• Takes pride in delivering high-quality work and seeing tasks through to completion.
• Uses initiative and takes a proactive approach to problem solving.
• Enjoys learning new technologies and embraces new challenges.
• Sets high standards for themselves and consistently delivers against them.
• Demonstrates integrity, professionalism and accountability.
• Works collaboratively with colleagues and values different perspectives.
• Is passionate about providing a great user experience and continuously improving the service delivered.

This post is subject to standard pre-employment checks including employment references, medical & D&A screening, and successful DBS background checks.

Here, you’re not one small part of a big machine. You’re a key contributor with national significance and real-world impact. We want our colleagues to feel proud of the work they do, connected to our mission and empowered to shape the future of this business. As part of Heavy Haul Rail, you can expect:

• Purpose that matters. Your work contributes to a cleaner, more efficient freight industry.
• Opportunity to shape what’s next. We’re new, agile and ready to do things differently, your ideas help build our future.
• A team that moves forward together. Collaboration, respect and shared ambition define how we work.
• A commitment to excellence. We deliver with pride, precision and professionalism.
• Room to grow. Your development fuels our momentum.

Our people are our most important asset. We strive to empower our employees, ensuring they are trained and competent, fit for work, always informed, and completely engaged in our culture that places safety and wellbeing firmly at the heart of everything we do. We are looking for the most committed and reliable individuals who possess the knowledge, skills and experience needed for their roles. In return we can offer considerable career progression, and a rewarding career in an award-winning team alongside:

• Competitive pay
• Fantastic final-salary pension scheme after an initial qualifying period
• Enhanced maternity & paternity pay
• Opportunities for ongoing training and development.
• Access to the company's life assurance scheme
• A range of benefits to make your own so you can get the most of your work and home life which will also help save you money and hassle. From reimbursement on health treatments, to savings on new cars.

We know where we’re heading. We know why it matters. Now, it’s time to move, to make it real, together. For queries contact careers@heavyhaulrail.co.uk

Shaping tomorrow. Starting today. The future we want to build won’t happen on its own, we have to move it forward, together. Heavy Haul Rail has the purpose, the ambition and the opportunity to reshape how Britain moves. Whatever our roles, we are collaborators, creators and custodians of a better future. This journey starts with what we choose to do today, tomorrow and every day after that.

• Make Every Mile Matter: We act with intention and responsibility, knowing our work shapes a cleaner, stronger future for the UK.
• Build Boldly: We use our entrepreneurial spirit to challenge legacy thinking and design better ways forward, for our customers, our industry and each other.
• We move as one: We collaborate with trust, respect and shared momentum, because progress is a team sport.
• Deliver with certainty: We stand behind our work. We’re reliable, precise and accountable in everything we do.
• Fuelling The Future: We invest in our people and our potential, championing learning, curiosity and continuous improvement.