London North Eastern Railway
IT Field Support Engineer
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Role Overview
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. From our high-speed Azuma fleet, redefining long-distance travel, to our next generation of trains, Serenza, this is a moment of real transformation for LNER. We're investing in cutting-edge technology, sustainability, and most importantly our people, to deliver outstanding experiences for our customers. There has never been a more exciting time to grow your career with LNER!
About the Role
So, what exactly does our Field Support Engineer do?
Are you looking for an exciting and varied IT role? Are you good at solving problems and finding rapid solutions? Well, this could be the role for you!
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.
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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.
You'll also be involved in:
- 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.
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Requirements
As a key role in our IT team, there are a few non-negotiables in terms of experience. You will need to have:
- Strong attention to detail as you'll be auditing and updating records.
- Level 4 ITIL Practitioner Certificates would be preferable, but training will be provided.
- Familiarity with hardware, software applications, and network devices.
- Commitment to achieving results and excellent customer service.
- Rail systems experience would be helpful, but a willingness to learn is key.
Benefits
You'll enjoy:
- Free travel on LNER, plus 75% off other companies' tickets (for you and your dependents).
- Discounted international train tickets (after one year's service).
- 50% discount on LNER tickets for friends and family.
- Generous pension scheme.
- Annual cycle to work schemes/electric vehicle scheme.
- Discount, savings, and cashback scheme from top retailers.
- Health and wellbeing schemes and discounts.
- A host of training opportunities to help further your career.
- Rewards and awards to recognize when you shine.
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