Trainline
Rail Travel
ITSupportAnalyst
Neural analysis suggests this role is
optimal for Mid+ candidates.
“IT Support Analyst at Trainline. Skills: Windows 11 and Apple ecosystem, Mobile Device Management systems (JAMF & Intune), SaaS applications (M365, Slack, Atlassian), Active Directory & Azure Active Directory, Networks (TCP/IP, DNS, DHCP, LAN, WAN, wireless), ITSM ticketing toolsets, Video Conferencing solutions. Ticket lifecycle management through active dashboard monitoring, workload management and reporting. Proactive Incident resolution within SLA, working closely with Tier 3 teams for techn”
What You'll Achieve.
Ensuring Tier 2 support services are delivered effectively and efficiently; Maintaining high availability of AV/VC services; Enabling a seamless experience for Executive level presenters; Driving process efficiencies in collaboration with stakeholders; Adherence to security standards
Industry & Context.
Proactive troubleshooting; Diagnostics; Root cause analysis
Happy to work onsite as determined by business need and priority, Work from abroad policy (28-day), Hybrid model requiring minimum 60% office time over a 12-week period
What They're Looking For.
Must Have
Windows 11 and Apple ecosystem in an enterprise environment, 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 ScriptingASH, 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
Nice to Have
Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102), Apple certifications for MacOS such as ACSP (ACTC), JAMF 100, CompTIA A+
What You'll Do.
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
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
Contribution to and maintenance of knowledge management
Optimising process efficiency through proposed use of automation
Contribution to audit and compliance reviews (PCI. Internal)
How You'll Work.
Team & Collaboration
Working closely with Tier 3 teams for technical direction and escalation management; Establishing and actively maintaining relationships across the wider team, key stakeholders and our Trainline community; Promoting teamwork and knowledge sharing; Collaboration with People & Workplace stakeholders for on/off-boarding processes
Full Job Description
About us We are champions of rail, inspired to build a greener, more sustainable https://www.thetrainline.com/terms/sustainability-faqs 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 thr
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