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About the Role

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.

Responsibilities

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, 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)

Requirements

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
Dynamic and proactive approach to IT Support
Exceptional customer service with a focus on Employee Experience
Resolve issues efficiently, prioritising business continuity
Work autonomously and confidently to agreed practices and procedures
Happy to work onsite as determined by business need and priority
Demonstrate business acumen resulting in the ability to identify priorities and act accordingly
Love working in IT, comfortable working with all levels of the organisation and highly self-motivated

Skills

JAMF Pro
Azure Active Directory
M365
Slack
Atlassian products
Windows Command Line
PowerShell
Apple Scripting
BASH
JAMF
Intune
Autopilot
MFA
SSO/SAML

Location

London
Paris
Barcelona
Milan
Edinburgh
Madrid

Work Type

Hybrid
Onsite

Experience Level

Tier 2 support

Education Level

Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102)
Apple certifications for MacOS such as ACSP (ACTC), JAMF 100
CompTIA A+

Benefits

Private healthcare & dental insurance
Generous work from abroad policy
2-for-1 share purchase plans
EV Scheme
Extra festive time off
Excellent family-friendly benefits
Clear career paths
Transparent pay bands
Personal learning budgets
Regular learning days

About the Company

Champions of rail, inspired to build a greener, more sustainable 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.
Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales.
Collaborate with 270+ rail and coach companies in over 40 countries.
A FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities.
Focus on growth in the UK and Europe.
Values: Think Big, Own It, Travel Together, Do Good.

Equal Opportunity

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.