Senior Technical Support Analyst

About us

At Trainline, our purpose is to empower greener travel choices, connecting people and places. https://www.thetrainline.com/terms/sustainability-faqs 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. 

Great journeys start with Trainline 🚄 

We’re Europe’s leading independent rail platform, helping millions of travellers find and book the best-value rail and coach journeys across our app, website and partner channels.

Our job is to make the green travel choice the best choice. By building a better train travel experience, we help more people choose rail - creating a positive impact for customers, our business and the planet.

We’re a team of more than 1,000 Trainliners from over 50 nationalities, working across London, Paris, Barcelona, Milan, Edinburgh and Madrid. Now is a brilliant time to join us and help shape the future of travel.

Introducing the Workplace Technology team at Trainline 👋

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 and Tier 3 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 for Executive-level presenters.

About the Role

This is not just a senior technical position — it is a leadership role within the team. We are looking for someone who takes genuine ownership: of problems, of standards, of team capability, and of the overall service we deliver to Trainliners. You will be the go-to person when things get complex, the one who sets the bar for quality, and the one who actively lifts others to reach it.

You will work closely with the Workplace Technology Lead, acting as a technical anchor for the team — driving consistency, mentoring your peers, championing best practices, and making sure nothing important falls through the cracks. If you see something that isn't right, you fix it. If a junior engineer is stuck, you help them through it. If a process is broken, you own improving it.

As a Senior IT Support Analyst, you'll be responsible for... 🚝

Technical Leadership & Team Ownership

• Acting as the technical escalation point for the team — owning complex incidents end-to-end and ensuring nothing stalls without clear direction

• Mentoring and upskilling junior and mid-level engineers: pairing on problems, reviewing their work, and sharing knowledge deliberately and consistently

• Setting and maintaining quality standards for ticket management, documentation, and technical investigations across the team

• Driving team readiness — identifying skill gaps, flagging them to the Lead, and taking initiative to close them through coaching or knowledge sessions

• Leading by example in attitude, thoroughness, communication, and follow-through — shaping the team culture through daily behaviour

• Supporting the Workplace Technology Lead with operational decisions, workload balancing, and service improvements

Incident, Problem & Request Management

• Owning the full incident lifecycle for complex and high-priority issues — from triage and investigation through to resolution and post-incident review

• Conducting deep root cause analysis: reviewing logs, correlating cross-system patterns, engaging third-party vendors, and documenting findings clearly

• Ensuring the team's ticket queue is healthy — proactively monitoring dashboards, reassigning where needed, and preventing SLA breaches before they happen

• Driving problem management: identifying recurring incidents, initiating investigations, and leading permanent fix efforts rather than accepting repeat workarounds

• Owning escalation quality — ensuring issues are fully investigated, clearly documented, and appropriately packaged before being escalated to Tier 3 or vendors

Microsoft 365, Azure AD & Identity Management

• Advanced administration of Microsoft 365 services: Exchange Online, SharePoint, Teams, OneDrive, and the M365 Security & Compliance Centre

• Azure Active Directory: user and group lifecycle, Conditional Access policy design and troubleshooting, SSPR, MFA enforcement, and RBAC

• Leading SSO/SAML integrations for new SaaS platforms — configuring, testing, and documenting alongside the security team

• Owning access package governance and token management processes, ensuring alignment with policy and audit requirements

• Supporting licence governance: E3/E5 procurement, assignment, cost awareness, and flagging any out-of-policy requests to the appropriate stakeholder

AV/VC & Events Support

• Taking ownership of the AV/VC estate — maintaining full health of meeting room systems including display hardware, conferencing codecs, room controllers, and peripherals

• Proactive health monitoring using remote administration tools, with performance analytics and regular firmware/software updates

• Leading in-person and remote technical delivery for internal events and Executive/all-hands presentations

• Acting as the senior point of contact for AV issues, ensuring fast resolution and minimal meeting disruption across all sites

• Documenting AV configurations and building runbooks that enable the wider team to support the estate confidently

End User Computing & Device Management

• Advanced MacOS and Windows 11 management via JAMF Pro and Microsoft Intune/Autopilot — including policy authoring, troubleshooting complex deployment failures, and estate-wide configuration management

• Overseeing the quality of on/off-boarding processes: laptop builds, IT inductions, IAM compliance, deprovisioning, and asset retrieval

• Driving IT Asset Management maturity: inventory accuracy, lifecycle planning, hardware refresh adherence, and secure disposal compliance

• Working knowledge of Android and Linux environments; able to support edge cases confidently

Security, Compliance & Governance

• Championing security standards across the team — ensuring all activity aligns with ISO 27001, PCI-DSS, and internal policy

• Leading the team's contribution to audit and compliance reviews: ensuring evidence is well-organised, processes are followed, and findings are acted on

• Owning the leavers process for sensitive cases — coordinating deprovisioning, data access controls, and asset recovery in line with CISO and privacy requirements

• Supporting MFA rollout, access policy governance, and SSO governance initiatives with appropriate rigour and documentation

• Ensuring all advice given to the team is backed by security sign-off and documented reference — not informal Slack approvals

Documentation, Process & Continuous Improvement

• Owning and continuously improving the team's knowledge base — SOPs, runbooks, known error records, and onboarding guides must be accurate, accessible, and up to date

• Identifying process inefficiencies and owning their improvement: not just flagging them but designing, implementing, and embedding the fix

• Driving automation and tooling improvements — proposing and where possible implementing AI, ML, and scripting solutions that reduce toil and improve consistency

• Ensuring approvals, decisions, and audit trails live in the ticketing system — not in Slack channels

Our Tech Stack requires solid experience of 🔑

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