IT Support Analyst

As an IT Support Analyst at Trainline, you will be responsible for:

• Ticket lifecycle management through active dashboard monitoring, workload management and reporting.
• Proactive incident resolution within SLA, working closely with Tier 3 teams for technical direction and escalation management.
• Proactive troubleshooting, diagnostics and root cause analysis.
• Progression of service requests with a focus on customer service.
• End-user initial engagement through our ITSM ticketing platform, collaboration apps and onsite Tech Bar.
• IT asset management - inventory control leveraging supporting toolsets, hardware refresh in line with policy, secure disposal compliance, CSIP discipline to mature lifecycle management.
• Seamless on/off-boarding for joiners & leavers: laptop builds, IT inductions, IAM compliance, deprovisioning and timely asset retrieval, driving process efficiencies in collaboration with the People & Workplace stakeholders.
• Meeting room AV/VC support, leveraging remote administration tools to maintain ongoing health of media services solutions – regular checks, updates and performance analytics.
• In-person and remote technical support for internal events.
• Implementation of and adherence to security standards in line with ISO standards.
• Establishing and actively maintaining strong relationships across the wider team, key stakeholders and our Trainline community.
• Contribution to and maintenance of knowledge management.
• Promoting teamwork and knowledge sharing.
• Optimising process efficiency through proposed use of automation, AI & ML.
• Contribution to audit and compliance reviews (PCI, Internal).

Our Tech Stack requires solid experience of:

• Windows 11 and Apple ecosystem in an enterprise environment (+ working knowledge of Android & Linux).
• Mobile Device Management systems, strategies, deployments (JAMF & Intune).
• SaaS applications including M365, Slack and Atlassian products.
• SaaS based solutions and cloud migration strategies.
• Active Directory & Azure Active Directory.
• PCI-DSS, ISO 20071 & IT Governance.
• Networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless networks.
• Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH.
• Security tools and best practices.
• Runbook implementation and development of technical documentation.
• ITSM ticketing toolsets, lifecycle ticket management & associated reporting.
• Video conferencing solutions and associated hardware/software.
• Modern workplace solutions such as Autopilot, InTune and MFA.
• Platform integrations, SSO/SAML.
• Cloud printing solutions.

Desirable certifications:

• Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102).
• Apple certifications for MacOS such as ACSP (ACTC), JAMF 100.
• CompTIA A+.

We'd love to hear from you if you:

• Have a dynamic and proactive approach to IT support.
• Exhibit exceptional customer service with a focus on employee experience.
• Resolve issues efficiently, prioritising business continuity.
• Work autonomously and confidently to agreed practices and procedures.
• Are happy to work onsite as determined by business need and priority.
• Demonstrate business acumen resulting in the ability to identify priorities and act accordingly.

If you love working in IT, are comfortable working with all levels of the organisation and are highly self-motivated, this could be the role for you!

The interview process includes:

• Recruiter call.
• Competency based interview with 2x engineers (45 mins).
• Panel interview with key Workplace Technology stakeholders (30 mins).

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits. We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!

We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day work from abroad policy.

Our values:

• Think Big - We're building the future of rail.
• Own It - We focus on every customer, partner and journey.
• Travel Together - We're one team.
• Do Good - We make a positive impact.

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.