IT Support Executive

East West Rail is a nationally significant railway project which aims to deliver much-needed transport connections for the vibrant communities between Oxford, Milton Keynes, Bedford and Cambridge. Together these communities contribute around £111 billion to the national economy each year.

EWR is one of the UK’s largest infrastructure projects, which the government committed to delivering in full in the Autumn 2024 Budget, and again in the 2025 Spending Review as part of its ambition to unlock the potential of the Oxford to Cambridge Growth Corridor.

EWR is being championed by the Government as a key driver to economic growth leading to a potential £78 Billion boost to the UK economy: supporting new towns, housing, and regeneration.

Role Summary:

Join our Technology team - the Technology pillar of East West Rail's Digital, Data and Technology (DDaT) function - currently fifteen people and growing, delivering the systems and services the whole organisation relies on to build the Oxford–Cambridge railway.

• A Support and Operations team with over 98% customer satisfaction;
• A supportive team, always willing to help you upskill;
• A wide variety of technology and systems to work across;
• Exposure to a broad spectrum of functions right across the organisation.

This role will install, configure, and support IT hardware, software, and cloud services, providing both remote and face-to-face assistance, managing the service desk, troubleshooting issues, and ensuring operational efficiency while collaborating with users and third-party vendors.

Help us keep EWR running, so the rest of the team can get on with building the railway.

What you'll be doing

• Support the following: installation and configuration of hardware, software, operating systems and applications, IT for JML, remote and face-to-face assistance, infrastructure and cloud services operations and monitoring, developing best support standards, manage the service-desk platform, support access elevation.
• Follow best practice and ITSM process to ensure all correct validation and approvals are in place for any change requests.
• Support and resolve any faults with IT hardware while also liaising with third-party companies.
• Guide users through their IT issues / challenges via face to face or remote support, ensuring a calm and friendly approach is used.
• Support the IT Support & Operations Manager in the management of EWR Co ICT infrastructure and cloud services to minimise downtime, optimise customer service and ensure compliance.
• Employ ‘best practice’ support standards.
• Provide support, including procedural documentation and relevant reports.
• Prioritise and manage many open cases / tasks at one time.
• Test, evaluate and report 'fixes’ before pushing out to all company users.
• Rapidly establish a good working relationship with users and partners
• Liaise with third-party support teams to find solutions to severe or urgent cases.

What you'll bring

• Proven track record in IT Support and Service Desks, in a medium scale organisation.
• In-depth experience of supporting the O365/M365 and the overall Microsoft Stack include Azure.
• Excellent customer relationship and communication skills.
• Experience of working in fast paced and complex environments desirable.

What we offer

• Competitive salary that reflects your skills and experience
• Up to 12% employer pension contribution to support your future
• 36 days annual leave (including bank holidays) plus the option to buy up to 2 extra days
• 2 volunteering days, a chance for you to give back to the community
• Enhanced family-friendly policies to support you and your loved ones
• Life assurance (4x your annual salary) for peace of mind
• Employee Assistance Programme for confidential support when you need it
• Access to Perkbox for a wide range of discounts and wellbeing benefits
• Recognition programme, including on-the-spot and annual awards
• Advanced learning and development opportunities to help you grow.

Diversity and Inclusion:

At East West Railway Company, we’re committed to building an inclusive railway for all. We believe that to do that, we must nurture a diverse team that represents the UK communities that we impact. Our approach is simple - to create an environment where everyone is welcome and able to be themselves. We celebrate diversity and are proud to be an equal opportunity employer, encouraging applications from all backgrounds and experiences.