Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in 2019, and is now part of the FTSE 250.

Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

Our Workplace IT team (aka’ The Jedi Team’!) are central to keeping the business operating and aim to provide a first-class service to all internal customers. Spread across Trainline’s four offices in London, Paris, Edinburgh & Barcelona, the team work together to ensure customer requests are dealt with as soon as possible via the ticketing system, support meet-ups and presentations, and implement new technologies to make cross-country collaboration possible. The Jedi team form an important part of the Technology department, which is renowned for its creative solutions using innovative, collaborative working practices.

As an engineer in Workplace IT, you’ll provide outstanding support to users both locally in our Paris office and remotely across our other offices in London, Milan, Edinburgh & Barcelona prioritising in accordance with Workplace IT SLA’s. You’ll be confident in managing ticket queues through Jira, and pre-empting users’ needs by proactively anticipating upcoming office events such as presentations, training and meetings. Similarly, you’ll be called upon to support senior members of the leadership team from time to time and will be expected to always maintain the highest levels of assistance and communication. You’ll also be required to be flexible with working hours and participate on our on-call rota.

Who should apply for this role?

Please apply for this role if you have if you have 5 years+ experience relevant support experience, working in a fast-paced environment. We are looking for someone who has experience working within a regulated environment with exposure to PCI and ISO 27001. A forward thinker that can blaze new trails using modern cloud technologies. Whilst your focus remains providing a first-class experience to our customers – you will be also expected to delivery against an ambitious roadmap.

We’re proud of the talent of our exceptional Jedis, and the hands-on, positive culture underpinning the work the team provides across the entirety of our business. To this end, it’s crucial that you bring a proficiency in multiple desktop, hardware and software technologies, but we’ll support you as you continue to learn, develop and grow professionally within the Workplace IT function. We have a strong track record inprogressing members of the Jedi team into the Platform, Network, and Infrastructure Engineering teams, and you will work closely with them day-to-day building a close working partnership.

You’ll need to have robust experience within an IT Support team and be confident in operating in an infrastructure that includes email, file & print, security and intranet services using Microsoft365, Defender ATP, SharePoint, McAfee, SCCM, JAMF, Zoom, Virtualisation and internal Cloud based technologies, Atlassian’s Confluence and Jira. However, beyond the tactical day-to-day support you provide, there’s a multitude of fascinating projects for you to get involved with centring largely around prioritising cloud-first initiatives.

Key Responsibilities

• Provide support to all IT users by investigating and resolving computer hardware (Including Windows and Mac OS) and software-related issues, from level 1 through to level 3 with office-based users and users at remote sites.
• Support Project Portfolio execution (e.g. OS Upgrades, Mobile Device Management Roll out, Software and Asset Management).
• General server maintenance, administration and basic networking skills.
• Provide computing support to clients, responding to telephone calls, emails and personnel requests for technical support.
• Troubleshoots user account issues including password and access issues. 
• Record, prioritise, and track service tickets within the Service Management System (Jira) and document work efforts against tickets.
• Ensures timely attention to requests to meet SLAs in line with IT processes. 
• Diagnose incidents/problems through discussions with clients and peers. 
• Identify and research documents, and knowledge bases to resolve incidents. 
• Make recommendations for system modifications to reduce issue reoccurrence. 
• Work collaboratively with other IT teams (network services, systems management and/or applications development) to correctly identify and address problems and restore service. 
• Deliver computers to clients, performing computer imaging, installation and data transfer between old and new machines. 
• Update and maintain equipment inventory liaising with asset management system/manager. 
• Coordinate with vendors for hardware warranty repairs and gives feedback on replacements and upgrades when necessary. 
• Provide basic instruction to users on the use of equipment, standard software, and peripherals. 
• Update internal support documentation and contribute to the development of user help documentation. 
• Install software and assist with license tracking. 
• Provide troubleshooting and support for other enterprise systems as assigned. 
• Perform testing and quality assurance on computer system images, hardware systems and standard software.
• Prioritise and manage multiple tasks and deadlines with minimal supervision. 
• Work to resolve more complex problems with supervisory guidance.
• Perform setup and basic troubleshooting of audio/visual equipment (computer, projector, digital whiteboards and virtual conferencing systems such as Zoom Meeting Rooms.) 
• Creation of technical KB articles as well as input into SOP’s.
• Ability to mentor and train junior staff.
• Working within an Agile approach with experience in SCRUM and Kanban boards.

• Hands-on experience with root cause analysis of technical issues, Windows, MacOS & Apple iPhone.
• Expert-level experience supporting SaaS applications including, Microsoft 365, Slack and Atlassian’s products etc.
• Expert-level experience with both Active Directory & Azure Active Directory
• Good understanding of PCI-DSS, ISO 20071 & IT Governance.
• Strong experience using MECM (aka SCCM) and JAMF specifically software deployments and patching.
• Exposure to scripting – automating manual processes such as onboarding & offboarding of employees.
• In-depth experience with security tools and best practices.
• Experience creating runbooks and documentation for both customers and peers.
• Experience with SOE Management with a focus on Cloud technologies such as Intune and Autopilot.
• Advanced Group Policy Management and User Profile Management experience.
• Advanced mobile device management using tools such as MDM
• Experience with Microsoft-based EUC solutions such as Office 365 etc.
• Experience leading SOE and Application upgrade rollouts.
• Basic knowledge of networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless network setup
• Experience with Zoom, Teams, Hangouts etc.
• Experience supporting integrations between platforms, SSO/SAML, etc.