IT Field Support Engineer

This role is based out of Waterloo General Office supporting DfTO and LNER staff and could involve out of hours on-call support to ensure the smooth running of the business.

Great journeys start with great people. Here at LNER, we're shaping the future of rail on one of the UK's most iconic routes. We're investing in cutting-edge technology, sustainability, and most importantly our people, to deliver outstanding experiences for our customers.

About the Role

Are you looking for an exciting and varied IT role? Are you good at solving problems and finding rapid solutions? Come and join our close-knit and supportive Field Support Team. Working closely with our Service Desk Analysts, you will use your strong IT literacy skills to investigate problems and resolve them proactively.

You will be responsible for the second-line internal and customer-facing aspects of IT Support. You will be documenting and analysing the business data collected and presenting it well to both technical and non-technical audiences. Your focus will be to ensure business continuity and the achievement of SLA Targets via rapid response and responsibility for the in-depth investigation of complex issues, proactively preventing the re-occurrence of incidents and updating the Knowledge Base.

You will be a great communicator, working closely with our internal users, solving their IT issues so they can keep providing a first-class service to our customers.

Key Responsibilities:

• Resolving issues and delivering a service of measurable quality, promoting continuous improvement.
• Prioritising issues, ensuring a consistent customer experience is delivered.
• Building strong working relationships with suppliers and colleagues to deliver a proactive service.
• Working to agreed standards for service call management, job control/task processing and documentation.
• Challenging working practices to identify opportunities for improvement in line with business objectives.
• Documenting and analysing business data.
• Explaining complex technical solutions to stakeholders in an easy-to-understand way.

What you'll need

As a key role in our IT team, you will need:

• Strong attention to detail for auditing and updating records.
• Familiarity with hardware, software applications, and network devices.
• Commitment to achieving results and excellent customer service.
• A willingness to learn about rail systems (rail systems experience is helpful but not essential).
• Level 4 ITIL Practitioner Certificates are preferable, but training will be provided.

What you'll enjoy

• Free travel on LNER, plus discounts on other train tickets.
• Discounted international train tickets (after one year's service).
• Generous pension scheme.
• Annual cycle to work schemes/electric vehicle scheme.
• Discount, savings and cashback schemes.
• Health and wellbeing schemes and discounts.
• A host of training opportunities.
• Rewards and awards.

Life at LNER

We're on a mission to become the UK's most loved, forward-thinking, and responsible train operating company. We're committed to creating an inclusive and engaged culture that supports everyone. We support development and career journeys with the right tools and resources. The physical and mental wellbeing of our people is paramount.

Disclosure and Barring Service (DBS) check
A basic DBS check will be carried out as part of our pre-employment process for new employees.

Medical screening
You'll need to pass a medical screening and a drugs and alcohol test before an unconditional job offer can be confirmed. Clinics are available in Kings Cross, Doncaster, Newcastle, and Edinburgh.