Senior Technical Support Analyst

About us We are champions of rail, inspired to build a greener, more sustainable future of travel. 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. Great journeys start with Trainline 🚄 Now Europe’s number 1 downloaded rail app, with over 135 million monthly visits and £6.3 billion in annual ticket sales, we collaborate with 270+ rail and coach companies in over 40 countries. We want to create a world where travel is as simple, seamless, eco-friendly and affordable as it should be. Today, we're a FTSE 250 company driven by our incredible team of over 1,000 Trainliners from 50+ nationalities, based across London, Paris, Barcelona, Milan, Edinburgh and Madrid. With our focus on growth in the UK and Europe, now is the perfect time to join us on this high-speed journey. Introducing the Workplace Technology team at Trainline 👋 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. About the Role 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 Trainliners. You will be the go-to person when things get complex, the one who sets the bar for quality, and the one who 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... 🚝 Technical Leadership & Team Ownership • 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 Incident, Problem & Request Management • 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, reas…