IT Support Analyst

Who you are

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

What the job involves

• 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
• 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)

Benefits

• Flexible working (60% 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