IT Support Analyst

Trainline; Greater London; On-site; GBP 36,000 - 52,000; Full time

Benefits offered by this job

Private healthcare

Dental insurance

Share purchase plan

EV scheme

Festive time off

Learning budget

Job summary

Trainline is hiring an IT Support Analyst to join our Workplace Technology team in London. You will provide end-user computing support across MacOS/Windows, manage devices with JAMF Pro and Intune, and work with M365, Slack and Atlassian tools.

You will be the face of IT within the business, handling incidents, service requests, asset management and onboarding/offboarding, while upholding security standards and contributing to knowledge management and continuous improvement.

Qualifications

• Dynamic and proactive approach to IT Support.
• Exceptional customer service with focus on Employee Experience.
• Resolve issues efficiently, prioritising business continuity.
• Work autonomously and confidently to agreed practices and procedures.

Responsibilities

• Ticket lifecycle management through active dashboard monitoring, workload management and reporting.
• Proactive Incident resolution within SLA, with Tier 3 escalation guidance.
• Proactive troubleshooting, diagnostics and root cause analysis.
• Progression of Service Requests with a focus on customer service.
• End-user engagement through ITSM platform, collaboration apps and onsite Tech Bar.
• IT Asset Management - inventory control, hardware refresh, secure disposal, lifecycle management.
• Seamless on/off-boarding for joiners & leavers: laptop builds, IAM compliance, deprovisioning and asset retrieval.
• Meeting room AV/VC support and remote admin for health of media services.
• In-person and remote technical support for internal events.
• Adherence to ISO security standards and audit requirements.
• Building strong relationships across teams and stakeholders.
• Contribution to knowledge management and process improvement.
• Promoting teamwork and knowledge sharing.
• Automation/AI/ML to improve efficiency.
• Support for PCI, internal audits.

Skills

Windows & macOS enterprise support

Mobile Device Management (JAMF, Intune

SaaS apps: M365, Slack, Atlassian

AD/AAD administration

IT security best practices

Customer service

Tools

JAMF Pro

Azure Active Directory

PCI-DSS compliance tooling

Intune management tools

Job description

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.

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.

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. 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
• 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

The interview process

• Recruiter Call
• Competency based interview with 2x Engineers (45 mins)
• Panel interview with key Workplace Technology stakeholders (30 mins)

Please Note: This role is onsite with 4-5 days requirement in our London Farringdon Office.

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.

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn, Instagram and Glassdoor!