At a Glance
- Tasks: Provide top-notch IT support and ensure seamless tech experiences for our team.
- Company: Join Trainline, Europe's leading rail app, committed to sustainable travel.
- Benefits: Enjoy private healthcare, generous leave, and a clear path for career growth.
- Other info: Work in a hybrid model with opportunities for personal development.
- Why this job: Be part of a dynamic team driving innovation in workplace technology.
- Qualifications: Experience in IT support and a passion for customer service.
The predicted salary is between 35000 - 45000 € per year.
About us
We are champions of rail, inspired to build a greener, more sustainable future of travel. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels. Great journeys start with Trainline. Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be. Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey.
Introducing the Workplace Technology team at Trainline. Our Workplace Technology team owns and manages the corporate technology stack of business and workplace solutions, driving innovative, cost efficient, future ways of working. The Tech Support team is a critical part of the Workplace Technology team, ensuring Tier 2 support services are delivered effectively and efficiently within a culture of continual service improvement, aligned to Trainline values.
The team is principally responsible for end user computing across a MacOS estate, under central management using JAMF Pro, and a Microsoft Windows estate integrated with Azure Active Directory and Microsoft Windows Servers. This is a highly visible team, also providing dedicated AV/VC support for meeting rooms and internal events - ensuring high availability, instilling trust, and enabling a seamless experience to Executive level presenters.
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, h/w 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:
- Recruiter Call
- Competency based interview with 2x Engineers (45 mins)
- Panel interview with key Workplace Technology stakeholders (30 mins)
More information:
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 operate a hybrid model to work 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 represent the things that matter most to us and what we live and breathe everyday, in everything we do:
- 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.
Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!
IT Support Analyst in London employer: Trainline
Trainline is an exceptional employer that champions a greener future for travel while fostering a vibrant and inclusive work culture. As an IT Support Analyst, you'll enjoy fantastic benefits such as private healthcare, generous work-from-abroad policies, and clear career growth opportunities, all within a dynamic team dedicated to innovation and employee experience. With a commitment to diversity and a focus on personal development, Trainline offers a rewarding environment where you can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Analyst in London
✨Tip Number 1
Get to know the company! Before your interview, dive into Trainline's mission and values. Understanding what makes us tick will help you connect your skills to our goals, showing that you're not just another candidate but a perfect fit for our team.
✨Tip Number 2
Practice makes perfect! Run through common IT support scenarios and how you'd handle them. This will not only boost your confidence but also prepare you to showcase your problem-solving skills during the interview.
✨Tip Number 3
Network like a pro! Reach out to current or former Trainliners on LinkedIn. A friendly chat can give you insider tips about the role and the team culture, plus it shows your genuine interest in joining us.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email to express your appreciation for the opportunity. It’s a simple gesture that can leave a lasting impression and keep you top of mind as we make our decision.
We think you need these skills to ace IT Support Analyst in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Support Analyst role. Highlight relevant experience with Windows, MacOS, and any specific tools mentioned in the job description. We want to see how your skills align with what we do!
Show Off Your Customer Service Skills:Since this role is all about supporting our internal Trainliners, emphasise your customer service experience. Share examples of how you've resolved issues efficiently and kept users happy. We love a proactive approach!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially in tech roles!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at Trainline!
How to prepare for a job interview at Trainline
✨Know Your Tech Stack
Familiarise yourself with the specific technologies mentioned in the job description, like Windows 11, MacOS, and JAMF. Be ready to discuss your experience with these systems and how you've used them in past roles.
✨Showcase Your Customer Service Skills
Since this role focuses heavily on employee experience, prepare examples of how you've provided exceptional support in previous positions. Highlight situations where you resolved issues efficiently and maintained business continuity.
✨Prepare for Technical Scenarios
Expect to face technical questions or scenarios during the interview. Brush up on troubleshooting techniques and be ready to demonstrate your problem-solving skills, especially in areas like network issues or device management.
✨Emphasise Teamwork and Collaboration
Trainline values teamwork, so be prepared to discuss how you've worked effectively within a team. Share examples of how you've collaborated with colleagues or stakeholders to achieve common goals, especially in tech support settings.
