IT Support Engineer

About us

We provide software products and services that are already improving the operational delivery of rail services. Our vision is to create a truly connected rail network using deep technology expertise and industry experience to deliver solutions that meet transport challenges across the UK and beyond. Harnessing our great ideas and turning them into products used and loved by our customers we build control systems and digital platforms that deliver operational management and outcome support to improve customer journeys across the rail network.

Overview of the Role

The IT Support Engineer is responsible for the day-to-day support of all IT hardware software and SaaS applications used across the business. This role is critical in maintaining operational continuity and ensuring users receive timely effective IT support. The role also contributes to the successful delivery of operational IT projects and continuous improvement of IT services. Operating across a fast-paced technology landscape this role plays a key part in safeguarding service levels system security and smooth business operations.

Key Accountabilities and Responsibilities

• Diagnose and resolve support issues escalating as needed to meet operational and SLA expectations.
• Record track and manage incidents and requests through the company Service Desk system.
• User administration and basic configuration changes of company SaaS applications (e.g. email collaboration tools ticketing systems) on behalf of users.
• Manage ICT support processes including:

• Software licence management
• IT asset procurement and distribution
• Mobile device management
• Laptop builds
• Provide technical support during IT procurement including supplier liaison and purchase administration.
• Maintain accurate records of company ICT hardware and software assets including licences.
• Ensure the secure implementation of ICT solutions and promote security best practices.
• Operate conscientiously and safely maintaining confidentiality and data security at all times.

Skills and Experience

Essential

• Educated to Bachelors degree level or equivalent
• Knowledge of Microsoft Operating Systems and Office applications
• Experience working in an IT support environment
• Ability to work flexibly including occasional out-of-hours support

Desirable:

• Experience with Service Desk ticketing systems
• Familiarity with SaaS administration (e.g. Microsoft 365 collaboration tools)
• Understanding of IT procurement and asset management
• Knowledge of ITIL or other service management frameworks

Competencies and Behaviours:

• Professional Credibility Trusted to provide sound IT advice and quality technical support.
• Customer Focus Responsive to user needs with a service-minded approach.
• Accountability Takes ownership of incidents and resolves them through to completion.
• Behaving Safely and Securely Prioritises confidentiality and data protection in all work.
• Innovation Proactively identifies better ways to manage IT tools and services.
• Dealing with Ambiguity Able to prioritise effectively under changing technical needs.
• Integrity Handles sensitive user and business data with discretion.
• Working Together Collaborates well with colleagues and external suppliers.
• Communication Provides clear timely updates to users and stakeholders.
• Action-Oriented Delivers work at pace while maintaining quality.

Work/Life Balance

• Hybrid working minimum 1 day in the office each week
• 27 days annual leave in addition to 8 public holidays per year
• 3 additional days used for shutdown periods (usually over the Christmas/New Year period)
• Family First provisions and flexible working arrangements to support all colleagues in balancing their responsibilities in and out of work with our policies exceeding statutory requirements in most cases

Financial

• A competitive salary and pay progression that rewards the value you bring
• Pension plan currently with Aviva including matched contributions from 5-8% via salary sacrifice and access to independent financial advice
• Income protection cover currently insured for 50% of salary and 10% joint pension contribution in the event of incapacity through illness or injury
• Life assurance cover currently insured at 6 x annual salary providing financial peace of mind for those left behind should the unthinkable happen
• Discounted retail vouchers via two benefits platforms

Wellbeing

• Private health care cover currently with Bupa covering you and your immediate dependents on a medical history disregarded basis
• Company sick leave and pay enhanced provision subject to qualify period of service
• Employee Assistance Programme providing 24/7/365 access to independent and confidential support via an app web or helpline to support you with any life challenges
• Free eye tests and annual flu vaccinations - available to all colleagues

Application Closing Date: 12th March

Video Screening: 13th - 18th March

First Online Interviews: WC 23rd

Second In Person Interview (Derby): WC 30th

Required Experience:

IC