Senior IT Support Analyst, Trainline
£45-53k
+ 2-for-1 share purchase plans
4-5 days a week in office (Farringdon, London)
Europe's leading rail ticketing platform
Posted today
Europe's leading rail ticketing platform
1001+ employees
Posted today
£45-53k
+ 2-for-1 share purchase plans
4-5 days a week in office (Farringdon, London)
1001+ employees
Company mission
Trainline is proud to be Europe's leading rail and coach platform - a tech company with a mission to make train travel as smooth as possible to allow travellers to make greener travel choices.
Role
Who you are
- 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
- Have knowledge of Networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless networks
- Have a basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH
- Work on Runbook implementation and development of technical documentation
What the job involves
- 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 Senior 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
- Promoting teamwork and knowledge sharing
- Optimising process efficiency through proposed use of automation, AI & ML
- Contribution to audit and compliance reviews
- Our Tech Stack 🔑
- 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
- Autopilot, InTune and MFA
- Platform integrations, SSO/SAML
- Cloud printing solutions
Salary benchmarks
Our take
Trainline make it super easy to book transport tickets. Its app is intuitive and well designed and its even pioneering paperless travel, allowing users to store their tickets in the app.
It's hyper-focused on customer experience and has a product culture of fast iteration to deliver great outcomes for customers. Its customers make 170,000 journeys a day and it sells 200 tickets a minute.
Its continuing to innovate to stay ahead, using machine learning to predict price movements and integrating with Siri and Google Assistant so people can buy tickets simply by speaking to their phone.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"The complex nature of the market as we work with different suppliers is an amazing opportunity to create fluid solutions. A very well segmented..."
Company benefits
- Flexible working (40% min office attendance)
- Cycle to work scheme
- Discounted gym memberships through Wellhub
- Private Health and Dental Insurance
- Enhanced Pension (matched contributions)
- Income Protection
- Share Incentive Plan (buy one get one free)
- Learning budget
- Primary & Secondary Caregiver Leave
- Shared Parental Leave
- Enhanced sick pay
- Free Perkbox subscription
- Electric Vehicle Salary Sacrifice Scheme
- YellowNest - Subsidised Childcare Fees
- Work from Abroad
Company values
- Own It - We care about every customer, partner and journey
- Do Good - We make a positive impact
- Travel Together - We're one team
- Think Big - We are building the future of rail
Company HQ
Farringdon, London, UK
Articles
Leadership
Jody Ford
(CEO)Joined Trainline in 2020 as COO before becoming the CEO in 2021. Previously the Group CEO at Moonpig and Photobox and also spent over 10 years at eBay in various VP roles.
Lisa Hillier
(Chief People Officer)Previously the CPO at Gousto, The Restaurant Group, and Just Eat. They also spent over 6 years at Betfair as the Head of HR and Chief Human Resource Officer.
Mike Hyde
(Chief Technology Officer)Previously a Director of Data Science at Facebook and as a Director of Business Insights at Skype and Microsoft.
Sakshi Anand
(Chief Growth Officer)Joined Trainline in 2023 as the VP of Growth and President of UK before becoming the CGO in 2025. They are also the Founder of NeuStar Consulting.
People progressing
Gary joined in 2022 from Comparethemarket as Director of Engineering and was recently promoted to VP Engineering, reporting directly to CTO.
Joe joined in 2022 from Meta as Director of Data Science and was recently promoted to VP Data, reporting directly to CTO.
Ali joined in 2023 from Meta and was recently promoted to VP Product, reporting directly to CPO.
Diversity, Equity & Inclusion at Trainline
- 💚 Diversity drives us forward We know that having a diverse team is crucial to Trainline’s ongoing success. A team that is diverse in all forms – gender, ethnicity, sexuality, disability, nationality and diversity of thought are key to Trainline being an inclusive environment where every Trainliner can be their true self. We're committed to creating workplaces where everyone belongs, is celebrated and their differences are valued, creating an awesome employee and customer experience. 💚 Meet our Networks Our diversity networks are inclusive communities developed and led by Trainliners, with sponsorship and support from senior leaders. They're all about empowering and supporting underrepresented groups, by providing a safe space to talk, a place to come up with new ideas and a channel for voices to be heard. 🚀 Women in Leadership 💜 Gender Equality Network 🏳️🌈 Rainbow Train (LGBTQIA+) 🌻 Sunflower (accessibility) 🌍 Ethnic Diversity Network 🐣 Parent & Carers
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