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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Support Analyst - **Company:** The Trainline - **Location:** London, UK - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, Bash Shell, Software as a Service, Cloud Computing, Command Prompt, Dynamic Host Configuration Protocol, Linux, Domain Name System (DNS), Multi-Factor Authentication, Identity and Access Management, Windows PowerShell, Remote Administration, Azure Active Directory, Runbook, Security Assertion Markup Language (SAML), TCP/IP, Wireless Networks, Scripting, Microsoft InTune, Deployment Automation, Atlassian Tools, Enterprise Integration, Casper Suite, 3-tier Architectures, Cloud Migration - **Published:** September 8, 2026 - **Apply:** https://www.collegerecruiter.com/job/2840624237-senior-it-support-analyst ## About the Role * Dynamic and proactive approach to IT Support. * Exceptional customer service with a focus on Employee Experience. * Resolve issues efficiently, prioritising business continuity. * Work autonomously and confidently to agreed practices and procedures. * Happy to work onsite as determined by business need and priority. * Demonstrate business acumen resulting in the ability to identify priorities and act accordingly. * Knowledge of Networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless networks. * Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH. * Work on Runbook implementation and development of technical documentation. Tech Stack * Windows 11 and Apple ecosystem in an enterprise environment (+ working knowledge of Android & Linux). * Mobile Device Management systems, strategies, deployments (JAMF & Intune). * SaaS applications including M365, Slack and Atlassian products. * SaaS based solutions and Cloud migration strategies. * Active Directory & Azure Active Directory. * Autopilot, Intune and MFA. * Platform integrations, SSO/SAML. * Cloud printing solutions. ## Description * Ticket lifecycle management through active dashboard monitoring, workload management and reporting. * Proactive incident resolution within SLA, working closely with Tier 3 teams for technical direction and escalation management. * Proactive troubleshooting, diagnostics and root cause analysis. * Progression of Service Requests with a focus on customer service. * End-user initial engagement through our ITSM ticketing platform, collaboration apps and onsite Tech Bar - the face of Workplace Technology for internal Trainliners. * IT Asset Management - inventory control, hardware refresh in line with policy, secure disposal compliance, CSIP discipline to mature lifecycle management. * Seamless on/off-boarding for joiners & leavers: laptop builds, IT inductions, IAM compliance, deprovisioning and timely asset retrieval, driving process efficiencies in collaboration with the People & Workplace stakeholders. * Meeting room AV/VC support, leveraging remote administration tools to maintain ongoing health of media services solutions - regular checks, updates and performance analytics. * In-person and remote technical support for internal events. * Implementation of and adherence to security standards in line with ISO standards. * Establishing and actively maintaining strong relationships across the wider team, key stakeholders and our Trainline community. * Promoting teamwork and knowledge sharing. * Optimising process efficiency through proposed use of automation, AI & ML. * Contribution to audit and compliance reviews. ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Docker network without Docker](https://www.wearedevelopers.com/videos/1418-docker-network-without-docker) - [Technical Documentation - How Can I Write Them Better and Why Should I Care?](https://www.wearedevelopers.com/videos/681-technical-documentation-how-can-i-write-them-better-and-why-should-i-care) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Docker exec without Docker](https://www.wearedevelopers.com/videos/1094-docker-exec-without-docker) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)