# IT Support Analyst

**Company**: Trainline
**Location**: London
**Work arrangement**: onsite
**Job type**: Full time
**Salary**: £40K - £50K
**Category**: IT
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/trainline/ff2a60ee-c19d-4a36-bb5d-2145c8de6f37?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_83703797-490

## Description

We are seeking an IT Support Analyst to join our Workplace Technology team at Trainline. As an IT Support Analyst, you will be responsible for delivering high-quality technical support services to our employees. Your main responsibilities will include:

- Managing the ticket lifecycle through active dashboard monitoring, workload management, and reporting

- Proactively resolving incidents within SLA, working closely with Tier 3 teams for technical direction and escalation management

- Conducting proactive troubleshooting, diagnostics, and root cause analysis

- Progressing Service Requests with a focus on customer service

- Providing end-user initial engagement through our ITSM ticketing platform, collaboration apps, and onsite Tech Bar

- Managing IT assets, including inventory control, hardware refresh, and secure disposal compliance

- Ensuring seamless on/off-boarding for joiners and leavers, including laptop builds, IT inductions, and IAM compliance

- Providing meeting room AV/VC support and maintaining the health of media services solutions

- Implementing and adhering to security standards in line with ISO standards

- Establishing and maintaining strong relationships across the wider team, key stakeholders, and our Trainline community

- Contributing to and maintaining knowledge management

- Promoting teamwork and knowledge sharing

- Optimising process efficiency through proposed use of automation, AI & ML

- Contributing to audit and compliance reviews

Our tech stack requires solid experience in:

- Windows 11 and Apple ecosystem in an enterprise environment

- Mobile Device Management systems, strategies, and deployments (JAMF & Intune)

- SaaS applications, including M365, Slack, and Atlassian products

- SaaS-based solutions and Cloud migration strategies

- Active Directory & Azure Active Directory

- PCI-DSS, ISO 20071 & IT Governance

- Networks, TCP/IP, DNS, DHCP, including LAN, WAN, and wireless networks

- Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH

- Security tools and best practices

- Runbook implementation and development of technical documentation

- ITSM ticketing toolsets, lifecycle ticket management & associated reporting

- Video Conferencing solutions and associated hardware/software

- Modern workplace solutions such as Autopilot, InTune, and MFA

- Platform integrations, SSO/SAML

- Cloud printing solutions

We offer a range of benefits, including:

- Base Salary £40K – £50K

- Private healthcare & dental insurance

- Generous work from abroad policy

- 2-for-1 share purchase plans

- An EV Scheme to further reduce carbon emissions

- Extra festive time off

- Excellent family-friendly benefits

If you have a dynamic and proactive approach to IT Support, exhibit exceptional customer service with a focus on Employee Experience, and resolve issues efficiently, we would love to hear from you!

## Skills

### Required
- Windows 11
- Apple ecosystem
- Mobile Device Management
- SaaS applications
- Active Directory
- Azure Active Directory
- PCI-DSS
- ISO 20071
- IT Governance
- Networks
- TCP/IP
- DNS
- DHCP
- Windows Command Line
- PowerShell
- Apple Scripting
- BASH
- Security tools
- ITSM ticketing toolsets

### Nice to have
- Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
- Apple certifications for MacOS such as ACSP (ACTC), JAMF 100
- CompTIA A+

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/trainline/ff2a60ee-c19d-4a36-bb5d-2145c8de6f37?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)