Senior Technical Support Analyst

About us

At Trainline, our purpose is to empower greener travel choices, connecting people and places. Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

We’re Europe’s leading independent rail platform, helping millions of travellers find and book the best-value rail and coach journeys across our app, website and partner channels.

Our job is to make the green travel choice the best choice. By building a better train travel experience, we help more people choose rail - creating a positive impact for customers, our business and the planet.

We’re a team of more than 1,000 Train liners from over 50 nationalities, working across London, Paris, Barcelona, Milan, Edinburgh and Madrid. Now is a brilliant time to join us and help shape the future of travel.

Our Workplace Technology team owns and manages the corporate technology stack of business and workplace solutions, driving innovative, cost efficient, future ways of working.

The Tech Support team is a critical part of the Workplace Technology team, ensuring Tier 2 and Tier 3 support services are delivered effectively and efficiently within a culture of continual service improvement, aligned to Trainline values.

The team is principally responsible for end user computing across a MacOS estate under central management using JAMF Pro, and a Microsoft Windows estate integrated with Azure Active Directory and Microsoft Windows Servers. This is a highly visible team, also providing dedicated AV/VC support for meeting rooms and internal events — ensuring high availability, instilling trust, and enabling a seamless experience for Executive-level presenters.

This is not just a senior technical position — it is a leadership role within the team. We are looking for someone who takes genuine ownership: of problems, of standards, of team capability, and of the overall service we deliver to Train liners. You will be the go-to person when things get complex, the one who sets the bar for quality, and the one that actively lifts others to reach it.

You will work closely with the Workplace Technology Lead, acting as a technical anchor for the team — driving consistency, mentoring your peers, championing best practices, and making sure nothing important falls through the cracks. If you see something that isn’t right, you fix it. If a junior engineer is stuck, you help them through it. If a process is broken, you own improving it.

As a Senior IT Support Analyst, you'll be responsible for...

• Acting as the technical escalation point for the team — owning complex incidents end-to-end and ensuring nothing stalls without clear direction
• Mentoring and upskilling junior and mid-level engineers: pairing on problems, reviewing their work, and sharing knowledge deliberately and consistently
• Setting and maintaining quality standards for ticket management, documentation, and technical investigations across the team
• Driving team readiness — identifying skill gaps, flagging them to the Lead, and taking initiative to close them through coaching or knowledge sessions
• Leading by example in attitude, thoroughness, communication, and follow-through — shaping the team culture through daily behaviour
• Supporting the Workplace Technology Lead with operational decisions, workload balancing, and service improvements

• Owning the full incident lifecycle for complex and high-priority issues — from triage and investigation through to resolution and post-incident review
• Conducting deep root cause analysis: reviewing logs, correlating cross-system patterns, engaging third-party vendors, and documenting findings clearly
• Ensuring the team's ticket queue is healthy — proactively monitoring dashboards, reassigning where needed, and preventing SLA breaches before they happen
• Driving problem management: identifying recurring incidents, initiating investigations, and leading permanent fix efforts rather…