Senior Technical Support Analyst

The role

This is a leadership role within the Tech Support team. You will act as a technical anchor, mentoring junior engineers and managing complex incidents across MacOS and Microsoft Windows estates.

What you will do

• Acting as the technical escalation point for the team
• Mentoring and upskilling junior and mid-level engineers
• Setting and maintaining quality standards for ticket management and documentation
• Owning the full incident lifecycle for complex and high-priority issues
• Conducting deep root cause analysis
• Driving problem management and permanent fix efforts
• Advanced administration of Microsoft 365 services
• Azure Active Directory administration
• Leading SSO/SAML integrations
• Maintaining the AV/VC estate and meeting room systems

Required qualifications

• Windows 11 and Apple ecosystem in an enterprise environment
• Working knowledge of Android and Linux
• JAMF Pro and Microsoft Intune
• Microsoft 365 administration
• Azure Active Directory
• Modern workplace solutions including Autopilot, Intune, MFA, and cloud migration strategies
• Platform integrations, SSO/SAML
• AV/VC hardware and software
• TCP/IP, DNS, DHCP, LAN, WAN, and wireless
• Windows Command Line / PowerShell & Apple Scripting / BASH
• SaaS applications including Slack and Atlassian suite
• ITSM platforms

Nice to have

• Microsoft 365 Certified: Endpoint Administrator Associate (MD-102)
• Microsoft 365 Certified: Administrator Expert or Security Administrator Associate
• Azure fundamentals
• Apple certifications for MacOS: ACSP (ACTC), JAMF 100
• CompTIA A+ or Network+
• ITIL Foundation v4 or V5

Benefits

• Private healthcare & dental insurance
• Generous work from abroad policy
• 2-for-1 share purchase plans
• Extra festive time off
• Excellent family-friendly benefits
• Clear career paths
• Transparent pay bands
• Personal learning budgets
• Regular learning days
• EV Scheme

Before you apply

• Recruiter Call
• Competency-based interview with 2x Engineers (45 mins)
• Panel interview with key Workplace Technology stakeholders (30 mins)

About the company

Trainline is Europe's leading independent rail platform. It enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options.