At a Glance
- Tasks: Lead a dynamic tech support team, solving complex issues and mentoring junior engineers.
- Company: Join Trainline, Europe's top rail app, committed to sustainable travel.
- Benefits: Enjoy competitive pay, flexible working, and opportunities for professional growth.
- Other info: Be part of a diverse team driving innovation in the travel industry.
- Why this job: Make a real impact in tech while promoting eco-friendly travel solutions.
- Qualifications: Experience in technical support and strong leadership skills required.
The predicted salary is between 49500 - 60500 £ 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 and Tier 3 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 for Executive-level presenters.
About the Role
This is not just a senior technical position — it is a leadership role within the team. We are looking for someone who takes genuine ownership: of problems, of standards, of team capability, and of the overall service we deliver to Trainliners. You will be the go-to person when things get complex, the one who sets the bar for quality, and the one who actively lifts others to reach it. You will work closely with the Workplace Technology Lead, acting as a technical anchor for the team — driving consistency, mentoring your peers, championing best practices, and making sure nothing important falls through the cracks. If you see something that isn't right, you fix it. If a junior engineer is stuck, you help them through it. If a process is broken, you own improving it.
As a Senior IT Support Analyst, you'll be responsible for...
- Technical Leadership & Team Ownership
- Acting as the technical escalation point for the team — owning complex incidents end-to-end and ensuring nothing stalls without clear direction.
- Mentoring and upskilling junior and mid-level engineers: pairing on problems, reviewing their work, and sharing knowledge deliberately and consistently.
- Setting and maintaining quality standards for ticket management, documentation, and technical investigations across the team.
- Driving team readiness — identifying skill gaps, flagging them to the Lead, and taking initiative to close them through coaching or knowledge sessions.
- Leading by example in attitude, thoroughness, communication, and follow-through — shaping the team culture through daily behaviour.
- Supporting the Workplace Technology Lead with operational decisions, workload balancing, and service improvements.
- Incident, Problem & Request Management
- Owning the full incident lifecycle for complex and high-priority issues — from triage and investigation through to resolution and post-incident review.
- Conducting deep root cause analysis: reviewing logs, correlating cross-system patterns, engaging third-party vendors, and documenting findings clearly.
- Ensuring the team's ticket queue is healthy — proactively monitoring dashboards, reassigning where needed, and preventing SLA breaches before they happen.
- Driving problem management: identifying recurring incidents, initiating investigations, and leading permanent fix efforts rather than accepting repeat workarounds.
- Owning escalation quality — ensuring issues are fully investigated, clearly documented, and appropriately packaged before being escalated to Tier 3 or vendors.
- Microsoft 365, Azure AD & Identity Management
- Advanced administration of Microsoft 365 services: Exchange Online, SharePoint, Teams, OneDrive, and the M365 Security & Compliance Centre.
- Azure Active Directory: user and group lifecycle, Conditional Access policy design and troubleshooting, SSPR, MFA enforcement, and RBAC.
- Leading SSO/SAML integrations for new SaaS platforms — configuring, testing, and documenting alongside the security team.
- Owning access package governance and token management processes, ensuring alignment with policy and audit requirements.
- Supporting licence governance: E3/E5 procurement, assignment, cost awareness, and flagging any out-of-policy requests to the appropriate stakeholder.
- AV/VC & Events Support
- Taking ownership of the AV/VC estate — maintaining full health of meeting room systems including display hardware, conferencing codecs, room controllers, and peripherals.
- Proactive health monitoring using remote administration tools, with performance analytics and regular firmware/software updates.
- Leading in-person and remote technical delivery for internal events and Executive/all-hands presentations.
- Acting as the senior point of contact for AV issues, ensuring fast resolution and minimal meeting disruption across all sites.
- Documenting AV configurations and building runbooks that enable the wider team to support the estate confidently.
- End User Computing & Device Management
- Advanced MacOS and Windows 11 management via JAMF Pro and Microsoft Intune/Autopilot — including policy authoring, troubleshooting complex deployment failures, and estate-wide configuration management.
- Overseeing the quality of on/off-boarding processes: laptop builds, IT inductions, IAM compliance, deprovisioning, and asset retrieval.
- Driving IT Asset Management maturity: inventory accuracy, lifecycle planning, hardware refresh adherence, and secure disposal compliance.
- Working knowledge of Android and Linux environments; able to support edge cases confidently.
Senior Technical Support Analyst employer: Trainline
At Trainline, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions collaboration and continuous improvement. Our commitment to employee growth is evident through clear career paths, personal learning budgets, and generous benefits like private healthcare and a flexible work-from-abroad policy. Join us in Edinburgh, where you can make a meaningful impact on customer experiences while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Analyst
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Trainline values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Trainline might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Trainline!
✨Direct Apply to Trainline
Let's not forget to apply directly through the Trainline website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Technical Support Analyst
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Trainline.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Trainline. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Trainline
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
