IT Support Analyst

Trainline; Paris; Hybride; EUR 40 000 - 65 000; Plein temps

Avantages offerts par ce poste

Private healthcare & dental insurance

Work from abroad policy

EV Scheme to reduce carbon emissions

Résumé du poste

Trainline is seeking an IT Support Analyst to maintain daily IT operations for our Paris-based team. You will manage ticket lifecycles, resolve incidents within SLA, and provide frontline support across Windows, macOS, and cloud-based tools.

You will collaborate with Tier 3 groups, manage assets, support onboarding/offboarding, and help drive security, automation, and knowledge sharing while working in a hybrid Paris office.

Qualifications

• Dynamic and proactive approach to IT Support.
• Exceptional customer service with focus on Employee Experience.
• Ability to resolve issues efficiently prioritising business continuity.
• Autonomous and confident in following agreed practices.

Responsabilités

• Ticket lifecycle management through active dashboard monitoring and reporting.
• Proactive incident resolution within SLA; escalation with Tier 3 teams.
• Troubleshooting, diagnostics and root cause analysis.
• End-user engagement through ITSM platform and collaboration apps.
• IT Asset Management including inventory control and lifecycle management.
• On/off-boarding for joiners and leavers, including IAM and asset retrieval.
• Cross-region support coverage and collaboration with regional teams.
• Meeting room AV/VC support and remote admin for health of media services.
• In-person and remote support for internal events.
• Adherence to ISO security standards and audit readiness.
• Knowledge management maintenance and sharing.

Connaissances

Windows 11

Apple devices

MDM

JAMF

Intune

M365

Slack

Atlassian

Azure AD

PCI-DSS

ISO 20071

ITSM

Video Conferencing

Automation

Formation

Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)

Apple certifications (ACSP / JAMF 100)

CompTIA A+

Outils

ITSM ticketing tools

Remote admin tools

AutoPilot

InTune

Description du poste

About Us

At Trainline, our purpose is to empower greener travel choices, connecting people and places. 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

We’re Europe’s leading independent rail platform, helping millions of travellers find and book the best-value rail and coach journeys across our app, website and partner channels.

Our job is to make the green travel choice the best choice. By building a better train travel experience, we help more people choose rail - creating a positive impact for customers, our business and the planet.

We’re a team of more than 1,000 Trainliners from over 50 nationalities, working across London, Paris, Barcelona, Milan, Edinburgh and Madrid. Now is a brilliant time to join us and help shape the future of travel.

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. You’re the face of Workplace Technology for our internal Trainliners!
• 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
• Provide cross-region support coverage as needed, collaborating with regional teams across to ensure consistent and strong service delivery.
• 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!

Please Note

• This role will require 4 days per week onsite in our Paris office
• Working Hours will be 7 hours per day / 35 hours a week - 9:30am - 5:30pm with 1 hour Lunch Break included

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 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 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.