IT Support Analyst — Hybrid, End-User IT Champion

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

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.