Senior Technical Support Analyst

Trainline
London
Workplace: OnsiteFull timeGBP 45,000 - 50,000 annuallyFunction: Customer Support (Service Desk)Skills: ["Leadership","Mentoring","Communication","Problem-solving","Root cause analysis"]

Lead tier 2/3 workplace technology support for end-user computing in a MacOS and Windows 11 estate, acting as the technical escalation point for complex incidents. Own the incident, problem, and request lifecycle, drive root cause analysis, and ensure ticket and SLA health. Administer Microsoft 365 and Azure AD identity controls, support AV/VC for meetings, and improve onboarding, documentation, and automation using scripts and tooling.

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FursaFursa
Trainline
Trainline
6 hours ago

Senior Technical Support Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Lead tier 2/3 workplace technology support for end-user computing in a MacOS and Windows 11 estate, acting as the technical escalation point for complex incidents. Own the incident, problem, and request lifecycle, drive root cause analysis, and ensure ticket and SLA health. Administer Microsoft 365 and Azure AD identity controls, support AV/VC for meetings, and improve onboarding, documentation, and automation using scripts and tooling.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the technical escalation point for the team, owning complex incidents end-to-end and ensuring timely resolution and direction.
  • •Mentor and upskill junior and mid-level engineers, and drive team readiness by identifying skill gaps and closing them through coaching or knowledge sessions.
  • •Own the incident lifecycle for complex/high-priority issues, perform root cause analysis, monitor ticket queue health, and prevent SLA breaches.
  • •Lead Microsoft 365 and Azure AD identity management work, including Conditional Access, SSPR, MFA enforcement, RBAC, access governance, and SSO/SAML integrations.
  • •Own AV/VC estate support and end-user device management using JAMF Pro and Microsoft Intune/Autopilot, while improving knowledge base, runbooks, and process automation.

Pay and Benefits

Salary: GBP 45,000 - 50,000 annually
Perks:Health InsuranceDentalLearning Budget

Key Requirements

  • •Provide technical escalation for complex incidents end-to-end and set quality standards for ticket management, documentation, and investigations.
  • •Deliver advanced administration of Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive) and M365 Security & Compliance Center.
  • •Administer Azure Active Directory identity controls including Conditional Access, SSPR, MFA enforcement, and RBAC, and support SSO/SAML integrations.
  • •Manage enterprise end-user computing using JAMF Pro for MacOS and Microsoft Intune/Autopilot for Windows 11, including troubleshooting and deployment failures.
  • •Use security/compliance practices aligned to ISO 27001 and PCI-DSS, including audit evidence organization and leavers/deprovisioning governance.
Skills:LeadershipMentoringCommunicationProblem-solvingRoot cause analysis
Certifications:Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)Microsoft 365 Certified: Administrator ExpertMicrosoft 365 Certified: Security Administrator AssociateAzure fundamentalsACSP (ACTC)JAMF 100CompTIA A+CompTIA Network+ITIL Foundation v4ITIL Foundation v5
Tech Stack:JAMF ProMacOSWindows 11Microsoft IntuneAutopilotMicrosoft 365Exchange OnlineSharePointTeamsOneDriveM365 Security & Compliance CentreAzure Active DirectoryConditional AccessSSPRMFARBACSSOSAMLIAM complianceMicrosoft 365 Certified

Company Brief

Trainline
Digital rail and coach ticketing platform offering online booking, mobile tickets, journey planning, and real-time travel information across the UK and Europe. Aggregates fares from multiple operators and provides retail and distribution services for rail travel.
Industry: TravelTech
Company Size: Enterprise (1,001+ employees)
Revenue: USD 100M to 250M
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: London, United Kingdom
Founded: 1997
WebsiteLinkedIn