IT Support Engineer
Technology – Infrastructure /
Our Mission 🚀
Trainline is the leading independent rail and coach travel platform selling rail and coach tickets to millions of travellers worldwide. Via our highly rated website and mobile app, people can seamlessly search, book and manage their journeys all in one place. We bring together millions of routes, fares and journey times from 270 rail and coach carriers across 45 countries. We offer our customers the best price for their journey and smart, real time travel information on the go. Our aim is to make rail and coach travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices.
Introducing the Platform Delivery organisation 👋
The Platform Delivery team cover all areas of infrastructure, reliability, platform and operations engineering across public cloud and data centres; Windows & Linux builds, deployment & management, CDN configuration, load balancing, PKI and a variety of other technologies that combine to provide the Platform for all other teams to use.
Our IT Support 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 three offices in London, Paris and Edinburgh, 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 IT Support Engineer, you’ll provide outstanding support to users both locally in our London office and remotely across our other offices in Paris and Edinburgh prioritising as the situation demands. 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 maintain the highest levels of assistance and communication at all times.
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 IT support function. We have a strong track record in progressing 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 some robust experience within a Desktop support team and be confident in operating in an infrastructure that includes email, file & print, security and intranet services using Microsoft Office365, Defender ATP, SharePoint, Sophos End Point Security, SCCM, 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. This could include the implementation of new endpoint protection solution and a zero-touch deployment solution for Windows.
We’re looking for creative big thinkers with small egos to achieve our ambition plans. Most importantly, you’ll bring outstanding experience in face-to-face technical support and remote troubleshooting and have worked in a fast-paced environment whether in the Digital/e-Commerce space or from wider industry. Your strong interpersonal skills are critical, and you’ll take pride in the energy and passion you bring to your role day-to-day in providing the best service to all levels of internal customers.
It goes without saying that you’ll have excellent prioritisation skills and be used to working under pressure, multi-tasking, and delivering resolutions in a timely and accurate manner. You’ll be happy working autonomously filling time when you’re less busy with tackling larger, strategic projects. At the same time, you’ll be comfortable working as part of the wider remote team and stepping in to support at short notice as and when your expertise is required.
We’d love you to bring a passion for emerging technologies and will help you foster this further over time. Experience in managing Mac OS and Windows OS as well as device management systems like JAMF and InTune are essential as are administration of MS servers and Powershell knowledge. A good level of Linux and VMWare would be desirable, too. You’ll also need to have some experience in supporting AV sound and vision for meetings and events.
More broadly, hands-on experience of the following technologies would form the core of our requirement although we would support the successful candidate in upskilling where there were gaps:
- Exchange 2016, Exchange Online
- Active Directory
- Office 2016
- Office 365
- Atlassian’s Confluence administration
- Atlassian’s Jira administration
- 2FA software
- Polycom VC
- Instant messaging clients, Slack desirable
- Zoom Video Conferencing & administration
- Hands on experience with laptop troubleshooting, Windows, Mac & Linux.
- Hands on experience with Apple and Android mobile products
- Basic knowledge of networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless network setup
- Security Experience including AV, disk encryption and VPN solutions
What we offer:
- 25 days holiday +2 extra days at Christmas
- Free private medical and dental insurance for you and your family (you just pay the tax on what you choose!)
- Life assurance & income protection
- Good pension scheme
- Season Ticket loan
- Charity leave
- Enhanced maternity/paternity leave
- Free breakfast everyday and fruit galore!
- Yoga Mondays
- Salsa classes
- Board Game nights
....and many more
Our Culture 🤗
Everything begins with great people, as well as aptitude, we put a heavy emphasis on attitude.
Coaches Over Heroes
- We prioritise the focus on being one team over elevating the heroics of an individual, for us the true heroes are those individuals who are excellent at nurturing, coaching and generous in sharing their knowledge with others.
- Everything that we do takes into account the morale of every member of our team, their opportunities for growth and for participation in exciting challenges.
Mentoring and Learning
- We have a mentoring community that is constantly growing, we provide people with mentors or buddies from various teams.
- We hire awesome people capable of making smart decisions - empowerment is a great enabler of agility.
We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.