IT Support Analyst

Trainline
London
Workplace: OnsiteFull timeGBP 40,000 - 40,000 annuallyFunction: IT Support & HelpdeskSkills: ["Customer service","Troubleshooting","Root cause analysis","Autonomous working","Teamwork"]

Deliver Tier 2 IT support within the Workplace Technology team, owning end-user computing for a MacOS and Microsoft/Windows estate. Monitor ticket queues and manage incident and service request workflows with SLA-focused troubleshooting, root-cause analysis, and escalation to Tier 3. Support onboarding/offboarding, IT asset management, and meeting room AV/VC, while maintaining security standards aligned to ISO and PCI.

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FursaFursa
Trainline
Trainline
2 days ago

IT Support Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live
Reposted: similar role first listed 3 months ago

Job Summary

Deliver Tier 2 IT support within the Workplace Technology team, owning end-user computing for a MacOS and Microsoft/Windows estate. Monitor ticket queues and manage incident and service request workflows with SLA-focused troubleshooting, root-cause analysis, and escalation to Tier 3. Support onboarding/offboarding, IT asset management, and meeting room AV/VC, while maintaining security standards aligned to ISO and PCI.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk

Key Responsibilities

  • •Manage ticket lifecycle through dashboard monitoring, workload management, and reporting.
  • •Resolve incidents proactively within SLA, escalating to Tier 3 for technical direction.
  • •Perform proactive troubleshooting, diagnostics, and root-cause analysis.
  • •Engage end users via ITSM ticketing, collaboration apps, and onsite Tech Bar; progress service requests with a customer service focus.
  • •Handle IT asset management and onboarding/offboarding, including secure disposal and deprovisioning, plus meeting room AV/VC support.

Pay and Benefits

Salary: GBP 40,000 annually
Perks:Health InsuranceDentalLearning BudgetRemote Work

Key Requirements

  • •Solid experience delivering IT support across enterprise Windows and Apple environments.
  • •Hands-on with Mobile Device Management, including JAMF and Intune.
  • •Working knowledge of Active Directory and Azure Active Directory, plus SSO/SAML integrations.
  • •Understanding of networking fundamentals (TCP/IP, DNS, DHCP) and enterprise LAN/WAN/wireless.
  • •Basic scripting/CLI knowledge (Windows Command Line/PowerShell and Apple Scripting/BASH) and IT security best practices.
Skills:Customer serviceTroubleshootingRoot cause analysisAutonomous workingTeamwork
Certifications:Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)ACSP (ACTC)JAMF 100CompTIA A+
Tech Stack:Windows 11Apple ecosystemAndroidLinuxJAMFIntuneMicrosoft 365SlackAtlassianAzure Active DirectoryActive DirectoryISO 20071PCI-DSSWindows Command LinePowerShellApple ScriptingBASHITSMRunbooksVideo Conferencing

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