Trainline
Senior Technical Support Analyst
Salary not disclosedOnsite
- Engineering
- London
- Full time
- Yesterday
About the role
The Senior Technical Support Analyst will act as a technical leader within the Workplace Technology team, owning the corporate technology stack and ensuring effective Tier 2 and Tier 3 support. This role involves mentoring junior engineers, driving service improvements, and managing complex incidents across MacOS and Windows environments. You will serve as a technical anchor, ensuring high-quality support for end-user computing, AV/VC systems, and identity management.
Responsibilities
- Act as the technical escalation point for complex incidents and lead root cause analysis
- Mentor and upskill junior and mid-level engineers through pairing and knowledge sharing
- Manage the full lifecycle of Microsoft 365, Azure AD, and identity management services
- Oversee the AV/VC estate, including maintenance and delivery for internal events and executive presentations
- Drive IT asset management maturity and ensure compliance with security standards like ISO 27001 and PCI-DSS
- Improve team processes, documentation, and automation to reduce toil and enhance consistency
Required skills
- Windows 11
- MacOS
- JAMF Pro
- Microsoft Intune
- Microsoft 365
- Azure Active Directory
- SSO/SAML
- AV/VC hardware
- TCP/IP
- PowerShell
- BASH
- ITSM
- ISO 27001
- PCI-DSS
Certifications
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
- Microsoft 365 Certified: Administrator Expert
- Microsoft 365 Security Administrator Associate
- Azure fundamentals
- Apple Certified Support Professional
- JAMF 100
Benefits
- Private healthcare
- Dental insurance
- Work from abroad policy
- Share purchase plans
- EV Scheme
- Extra festive time off
- Family-friendly benefits
- Personal learning budget
About the Company
Trainline is Europe's leading independent rail platform, empowering greener travel choices by connecting people and places. With a team of over 1,000 people from more than 50 nationalities, the company enables millions of travellers to book rail and coach journeys through its app, website, and partner channels.