Field Support Engineer

London North Eastern Railway; Greater London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A major UK train operating company is seeking two IT Field Support Engineers to join their supportive Field Support Team. You'll be responsible for resolving IT issues for internal users, documenting business data, and contributing to service quality. This role requires a strong attention to detail and excellent customer service skills. You'll have opportunities for training and discounted travel, as well as a conducive work environment, ensuring smooth business operations at stations like London Kings Cross and Waterloo.

Benefits

Free travel on LNER

75% off tickets with other train companies

Health and wellbeing schemes

Qualifications

• Strong attention to detail for auditing and updating records.
• Commitment to achieving results and delivering excellent customer service.
• Familiarity with hardware and software applications.

Responsibilities

• Resolve IT issues for internal users and ensure business continuity.
• Document and analyze business data for presentations.
• Prioritize issues to ensure a consistent customer experience.

Skills

Attention to detail

Customer service

IT literacy

Education

Level 4 ITIL Practitioner Certificate

Tools

Hardware and software applications

Network devices

Job description

Why LNER?

We go beyond. For everyone.

Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

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. We are looking for two IT Field Support Engineers to join the team!

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.

What else will you be involved in?

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

You will be based at London Kings Cross and Waterloo stations and could involve out of hours on-call support to ensure the smooth running of the business.

As a key role in our IT team, there are a few non negotiables in terms of experience. You will 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.
• Familiar 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.

What you'll get:

• Free travel on LNER + 75% off tickets with other train companies (for you and dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends and family
• Generous final salary pension scheme
• Annual cycle to work scheme
• Discounts, savings and cashback scheme from top retailers
• Health and wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards and awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always beyou. No wonder most people never want to leave!

Diversity and inclusion

We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people

We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing

To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!

Disclosure and Barring Service(DBS) Check

If you are successful in your application and are new to the business, we will undertake a basic DBS check as part of our pre-employment checks. This only happens once we have conditionally offered you the job. Here we check for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there is evidence of an unspent conviction or conditional caution, the details of these are reviewed internally by a cross functional panel on a case by case basis before a final offer of employment is issued. This however may result in any offer being withdrawn. Further information on how we collect and use this data is available on our privacy notice.

Medical screening

We're a safety conscious business so for all roles you'll need to pass a medical screening and a drugs and alcohol test before we send you an unconditional job offer. For our safety critical roles, you'll also need to have a safety critical medical. Our friendly, in-house Health and Wellbeing team will book a time and place to suit you. The sooner, the better, so please be flexible with your availability.Once your medical gets the thumbs up, we'll finalise any last details and look forward to you joining our team.