Senior Technical Support Engineer

Edinburgh /
Technology – Infrastructure /
Full-time
/ Hybrid
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.
 
Technology @ Trainline
 
Over half of our staff are technologists who are making an impact on how people travel through the use of high-quality software.
 
At Trainline we have a modern and scalable tech platform that is built for volume and feature growth. Our mission is to find the perfect journey for our customer, and to do it in a fast, intuitive, reliable, and economic way. In a highly dynamic industry and with the ever-changing needs of our users, we must be ready to act, test, and measure quickly, in a way that only extensive and focused use of technology can enable us to. We have the power to revolutionise our customers’ travel experience through technology innovation.
 
Did You Know That Trainline has...
·       20+ Engineering Teams
·       400+ Engineers
·       40+ Daily Production Deployments
·       600 Microservices
·       96m+ monthly visits

Introducing The Core Infrastructure & Operations Organisation (CIAO)
The Core Infrastructure & Operations Organisation (CIAO) cover all areas of infrastructure, reliability, platform and operations engineering across public cloud and data centres; 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.

We’re looking for creative big thinkers with small egos to achieve our ambitious 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 the 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 in a fast-paced environment, multi-tasking, and delivering resolutions in a timely and accurate manner. You’ll be happy working autonomously filling time when you’re less busy 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 MacOS and Windows OS, as well as device management systems like JAMF and Intune, are essential. You’ll also need to have some experience in supporting AV sound and vision for meetings and events. 

As a Senior Technical Support Engineer at Trainline you will... 🚄
·       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 by liaising with the asset management system.
·       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. 

We'd love to hear from you if you... 🔍
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.
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. 
·       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. 
It will be a requirement to live in Edinburg or you must stay must stay within a 50 mile radius.
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.
Well-being
- 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.
Trust
- 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.