Senior Technical Support Analyst @Trainline

Overview

The role of Senior Technical Support Analyst at Trainline involves technical leadership within the Workplace Technology team, focusing on delivering effective Tier 2 and Tier 3 support services. The company aims to empower greener travel choices through innovative technology solutions in the rail industry.

Key Responsibilities

• Act as the technical escalation point for complex incidents, ensuring clear direction and resolution.
• Mentor and upskill junior and mid-level engineers while maintaining quality standards for service delivery.
• Manage the full incident lifecycle, conducting root cause analysis and driving problem management.
• Administer Microsoft 365 services and Azure Active Directory while managing SSO/SAML integrations.
• Oversee AV/VC support for internal events and ensure the health of meeting room systems.
• Manage end user computing via JAMF Pro and Microsoft Intune, ensuring quality onboarding processes.
• Champion security standards and support compliance reviews.
• Continuously improve documentation, processes, and efficiency within the team.

Requirements

• Solid experience in Windows and Apple ecosystems in an enterprise environment.
• Proficiency with Mobile Device Management tools such as JAMF Pro and Microsoft Intune.
• Experience in Microsoft 365 administration and Azure Active Directory.
• Knowledge of AV/VC hardware/software and networking (TCP/IP, DNS, DHCP).
• Strong scripting capabilities with Windows Command Line/PowerShell and Apple Scripting/BASH.
• Certifications such as Microsoft 365 Certified: Endpoint Administrator Associate or ITIL Foundation are desirable.
• Proven ability to communicate effectively at all levels.
• Security-first mindset and ability to manage risk and compliance.

Benefits

• Private healthcare and dental insurance.
• Generous work from abroad policy (28-day policy).
• 2-for-1 share purchase plans.
• Family-friendly benefits and extra festive time off.
• Career growth opportunities with clear paths and learning budgets.

Location

Hybrid role with a minimum of 60% in the London Farringdon Office.

How to Apply

Please visit the Trainline careers page to submit your application.

Deadline

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