IT Support Analyst

Responsibilities

• Manage ticket lifecycle through dashboard monitoring and reporting
• Resolve incidents within SLA and escalate to Tier 3 teams
• Perform proactive troubleshooting, diagnostics, and root cause analysis
• Handle end-user engagement via ITSM platform and onsite Tech Bar
• Manage IT assets including inventory, hardware refreshes, and secure disposal
• Execute seamless on/off-boarding processes for employees
• Provide AV/VC support for meeting rooms and internal events
• Implement security standards in line with ISO requirements
• Maintain knowledge management and technical documentation
• Optimize processes using automation, AI, and ML

Requirements

• Experience with Windows 11 and Apple ecosystem in enterprise environments
• Proficiency with MDM systems such as JAMF and Intune
• Experience with SaaS applications including M365, Slack, and Atlassian
• Knowledge of Active Directory and Azure Active Directory
• Understanding of networking protocols (TCP/IP, DNS, DHCP, LAN, WAN)
• Basic command line skills (PowerShell, BASH, or Apple Scripting)
• Familiarity with ITSM ticketing toolsets and lifecycle management
• Understanding of security standards like PCI-DSS and ISO

Preferred Qualifications

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Apple certifications (ACSP, ACTC) or JAMF 100
• CompTIA A+

About the Company

Trainline is Europe’s number 1 downloaded rail app, enabling millions of travellers to find and book the best value tickets through a highly rated mobile app and website. We are a FTSE 250 company dedicated to building a greener, more sustainable future of travel.