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IT Support Engineer

Job Details
  • 5454
  • Chiltern Railways
  • Aylesbury, Buckinghamshire
  • Permanent, Full Time
  • Salary of £35,000 + attractive package

IT Service Desk Analyst (IT Support Engineer – 1st Line and 2nd Line Support) ­

Chiltern Railways is a train operating company owned by Arriva UK trains, offering services from London Marylebone to destinations in Buckinghamshire, Oxfordshire, Warwickshire and the West Midlands. You’ll join our IT team consisting of 7 colleagues, at an exciting time of business growth and change.

The Role – IT Service Desk Analyst (1st Line and 2nd Line)

Reporting to the IT Services Manager, working as part of a team of 4 IT Service Desk Analysts you will provide 1st line and 2nd line technical support to colleagues across all Chiltern Railway locations. You will work with applications and systems to analyse, diagnose, and resolve IT issues, which may range from straightforward to more complicated technical issues for both hardware and software. Your further duties will include:

  • Logging and managing all incidents and requests
  • Escalating issues to internal teams and managed service providers, maintaining ownership of all incidents until the point of resolution
  • Troubleshooting basic network issues such as ADSL broadband or MPLS
  • MDM management, as well as using SOTI MobiControl and InTune management
  • Providing Microsoft Office 365 support
  • Supporting IT projects when required

Our Requirements – IT Service Desk Analyst (1st Line and 2nd Line)

  • Experience working on a busy service desk, ideally in a large-scale environment
  • Experience with VoIP telephony administration
  • Excellent knowledge of AD, AAD, Windows 10, Windows Server Management, Office 365, and SharePoint
  • Ability to manage and prioritise workload
  • Excellent verbal communication skills, with an approachable and friendly attitude
  • Willing to travel to other offices / sites to support with hardware issues when needed

Although not essential, the following is desirable:

  • Experience gained using Cherwell and SNOW software
  • Knowledge of TCP / IP network layer stack
  • A full UK driving licence

The Package

  • Salary of £35,000
  • Permanent contract, working 37.5 hours per week between the hours of 9am and 5pm from our offices in Aylesbury
  • Flexible working options available where practical e.g., annualised hours, shift working, staggered hours, part-time working, compressed hours, career breaks etc.
  • Company pension plan
  • 25 days annual leave, plus bank holidays
  • Free travel on Chiltern Railways and all other Arriva companies, with discounts on international travel after 12 months 
  • Discounted rail journeys for family members
  • Employee assistance plan, offering unlimited access to counselling, legal information, a physio line, and more
  • Healthcare cash plan offering a wide variety of benefits including dental, optical and physiotherapy
  • Online benefits site, offering savings on leading brands
  • Cycle to work scheme

More About Us

We’re proud to say we’re part of a major European employer, and our people come from a wide range of backgrounds and cultures. We value every contribution from our diverse workforce that is reflective of our service users, and who make us stronger. Developing the very best employees is at the heart of what we do. That’s why we aim to provide all colleagues with worthwhile long-term employment, ongoing training and development opportunities, and a safe, supportive, and motivating work environment. 

PLEASE NOTE: By clicking apply on this site, you will automatically be redirected to the Chiltern Railways website, where you will be required to complete an online application.

All applications to be submitted online, and strictly no agency calls or agency CV submissions.

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