---
title: 'IT Support Analyst at Trainline'
canonical: 'https://feeny.ai/job/it-support-analyst-trainline-paris-51kxjf7hhadw'
type: 'job'
last_seen: '2026-09-06'
---

# IT Support Analyst at Trainline

- **Company:** Trainline
- **Location:** Paris, France
- **Employment:** full-time
- **Work type:** onsite
- **Posted:** 2026-08-17
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/trainline/a3ce05c3-6030-4dfe-87af-48bf3877a911

## Job description

## About us

At Trainline, our purpose is to empower greener travel choices, connecting people and places. https://www.thetrainline.com/terms/sustainability-faqs Trainline enables millions of travellers to find and book the best value tickets across carriers, fares, and journey options through our highly rated mobile app, website, and B2B partner channels.

Great journeys start with Trainline 🚄

We’re Europe’s leading independent rail platform, helping millions of travellers find and book the best-value rail and coach journeys across our app, website and partner channels.

Our job is to make the green travel choice the best choice. By building a better train travel experience, we help more people choose rail - creating a positive impact for customers, our business and the planet.

We’re a team of more than 1,000 Trainliners from over 50 nationalities, working across London, Paris, Barcelona, Milan, Edinburgh and Madrid. Now is a brilliant time to join us and help shape the future of travel.

As an IT Support Analyst at Trainline, you will be responsible for...🚄

- Ticket lifecycle management through active dashboard monitoring, workload management and reporting
- Proactive Incident resolution within SLA, working closely with Tier 3 teams for technical direction and escalation management
- Proactive troubleshooting, diagnostics and root cause analysis
- Progression of Service Requests with a focus on customer service
- End-user initial engagement through our ITSM ticketing platform, collaboration apps and onsite Tech Bar. You’re the face of Workplace Technology for our internal Trainliners!
- IT Asset Management - inventory control leveraging supporting toolsets, h/w refresh in line with policy, secure disposal compliance, CSIP discipline to mature lifecycle management
- Seamless on/off-boarding for joiners & leavers: laptop builds, IT inductions, IAM compliance, deprovisioning and timely asset retrieval, driving process efficiencies in collaboration with the People & Workplace stakeholders
- Provide cross-region support coverage as needed, collaborating with regional teams across to ensure consistent and strong service delivery.
- Meeting room AV/VC support, leveraging remote administration tools to maintain ongoing health of media services solutions – regular checks, updates and performance analytics
- In-person and remote technical support for internal events
- Implementation of and adherence to security standards in line with ISO standards
- Establishing and actively maintaining strong relationships across the wider team, key stakeholders and our Trainline community
- Contribution to and maintenance of knowledge management
- Promoting teamwork and knowledge sharing
- Optimising process efficiency through proposed use of automation, AI & ML
- Contribution to audit and compliance reviews (PCI. Internal)

Our Tech Stack requires solid experience of 🔑

- Windows 11 and Apple ecosystem in an enterprise environment (+ working knowledge of Android & Linux)
- Mobile Device Management systems, strategies, deployments (JAMF & Intune)
- SaaS applications including M365, Slack and Atlassian products
- SaaS based solutions and Cloud migration strategies
- Active Directory & Azure Active Directory
- PCI-DSS, ISO 20071 & IT Governance
- Networks, TCP/IP, DNS, DHCP, including LAN, WAN and wireless networks
- Basic understanding of Windows Command Line/PowerShell & Apple Scripting/BASH
- Security tools and best practices
- Runbook implementation and development of technical documentation
- ITSM ticketing toolsets, lifecycle ticket management & associated reporting
- Video Conferencing solutions and associated hardware / software
- Modern workplace solutions such as Autopilot, InTune and MFA
- Platform integrations, SSO/SAML
- Cloud printing solutions

Desirable certifications:

- Microsoft 365 Certified: Endpoint Administrator Associate (MD‑102)
- Apple certifications for MacOS such as ACSP (ACTC), JAMF 100
- CompTIA A+

We'd love to hear from you if you... 🔎

- have a dynamic and proactive approach to IT Support
- exhibit exceptional customer service with a focus on Employee Experience
- resolve issues efficiently, prioritising business continuity
- work autonomously and confidently to agreed practices and procedures
- are happy to work onsite as determined by business need and priority
- demonstrate business acumen resulting in the ability to identify priorities and act accordingly

If you love working in IT, are comfortable working with all levels of the organisation and are highly self-motivated, this could be the role for you!

Please note:

- This role will require 4 days per week onsite in our Paris office
- Working Hours will be 7 hours per day / 35 hours a week - 9:30am - 5:30pm with 1 hour Lunch Break included
- CV's and Applications to be submitted in English

More information:

Enjoy fantastic perks like private healthcare & dental insurance, a generous work from abroad policy, 2-for-1 share purchase plans, an EV Scheme to further reduce carbon emissions, extra festive time off, and excellent family-friendly benefits.

We prioritise career growth with clear career paths, transparent pay bands, personal learning budgets, and regular learning days. Jump on board and supercharge your career from day one!

We're operating a hybrid model and ask that Trainliners work from the office a minimum of 60% of their time over a 12-week period. We also have a 28-day Work from Abroad policy.

Our values represent the things that matter most to us and what we live and breathe everyday, in everything we do:

- 💭 Think Big - We're building the future of rail
- ✔️ Own It - We focus on every customer, partner and journey
- 🤝  Travel Together - We're one team
- ♻️ Do Good - We make a positive impact

We know that having a diverse team makes us better and helps us succeed. And we mean all forms of diversity - gender, ethnicity, sexuality, disability, nationality and diversity of thought. That's why we're committed to creating inclusive places to work, where everyone belongs and differences are valued and celebrated.

Interested in finding out more about what it's like to work at Trainline? Why not check us out on LinkedIn https://www.linkedin.com/company/trainline/, Instagram https://www.instagram.com/lifeattrainline/ and Glassdoor https://www.glassdoor.co.uk/Overview/Working-at-Trainline-EI_IE249203.11,20.htm!

## About Trainline

## Company Overview
- **One-liner**: Trainline is Europe’s leading independent rail platform, enabling travelers to search, book, and manage rail and coach tickets across 40+ countries via its website and mobile app.
- **Entity Type**: Public (London Stock Exchange: TRN; FTSE 250 & FTSE4Good Index constituent)
- **Headquarters**: London, United Kingdom (with offices in Edinburgh, Barcelona, Milan, and Paris)
- **Founded**: 1999 (by Virgin Group, originally a phone-based ticketing service)
- **Founders**: The company was founded by the Virgin Group; current leadership includes CEO Jody Ford (joined 2024)

## Core Business
- **Primary industry/industries**: Online travel & ticketing; rail technology; mobility services
- **Target customers**: B2C (individual travelers) and B2B (rail and coach operators via Trainline Solutions)
- **Mission or purpose statement**: “We’re building the world’s number one rail platform, giving people a simpler, greener travel experience.” The company is anchored in environmental sustainability — empowering people to make greener travel choices.

## Products & Services
- **[Trainline Consumer App/Website]**: A multi-channel platform (iOS, Android, web) allowing users to search, compare, book, and manage rail and coach tickets across 270+ carriers in 40+ countries. Features include live journey planners, eTickets, PriceBot (lowest fare alerts), and carbon footprint tracking. Over 125 million visits per month and 350+ searches per second.
- **[Trainline Solutions]**: A B2B segment offering white-label ticketing, data, and technology services to rail and coach operators, including APIs, retailing tools, and customer analytics.
- **[Platform One]**: The proprietary technology infrastructure powering all Trainline services across markets.
- **[‘I Came By Train’ Initiative]**: A sustainability campaign promoting rail over air/car travel, with customer tools like ‘My Sustainability Story’ and ‘Super Routes’ for CO2 tracking.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed (public company; market cap fluctuates). Annual Report data available via LSE filings.
- **Key Metric**: Annual Net Ticket Sales exceeded £5 billion (as of latest reports); International segment reached £1 billion in ticket sales.
- **Notable Investors/Partners**: Initially backed by Virgin Group; now publicly listed on the London Stock Exchange. No single controlling investor disclosed. Key rail partners include 270+ operators globally (e.g., SNCF, Renfe, Trenitalia, UK train operators).
- **Growth Signals**: Europe’s most downloaded rail travel app; 93% of UK consumer transactions via mobile; 70% of International consumer transactions via app; growing headcount (c.990 people from ~60 nationalities); joined FTSE 250 shortly after IPO; net-zero targets approved by Science Based Targets Initiative (SBTi).

## Competitive Advantages
- **Scale & Data Moat**: Over 125 million monthly visits and 350 searches/second provide massive user behavior data for route optimization, pricing algorithms, and demand forecasting.
- **Multi-Country Regulatory & Integration Expertise**: Deep integration with 270+ rail/coach operators across highly fragmented European rail markets — a strong barrier to entry.
- **Sustainability as Brand Differentiator**: First tech company with SBTi-approved net-zero targets; carbon comparison tools embedded in UX (“87% less CO2 than air travel”). This aligns with growing consumer and regulatory push for greener transport.
- **Cross-Channel Dominance**: High mobile adoption (93% UK/70% International app transactions) combined with strong web presence.
- **Recurring Model via B2B Solutions**: Trainline Solutions provides stickiness with operators beyond the consumer marketplace.

## Strategic Focus
- **International Expansion**: Growing non-UK markets (e.g., Spain, Italy, France) — international segment hit £1bn ticket sales.
- **Modal Shift Marketing**: Driving rail vs. air/car through initiatives like ‘I Came By Train’ and sustainability features.
- **Technology & Personalization**: Investing in AI/ML for dynamic pricing, journey optimization, and personalized recommendations via Platform One.
- **Sustainability Leadership**: Continued investment in carbon tracking features and SBTi-aligned net-zero roadmap.
- **B2B Growth**: Scaling Trainline Solutions to onboard more operators and geographies.

## Why Work Here
- **Culture & Values**: Four core values — “Think Big,” “Own It,” “Travel Together,” “Do Good” — shape culture. Emphasis on innovation, accountability, inclusion, and positive environmental impact.
- **Flexible/Hybrid Work**: Hybrid policy requiring 60% minimum in-office over 12-week period; plus a 28-day “Work from Abroad” policy per year.
- **Benefits**: 25 days annual leave + 2 extra days over festive period + option to buy 3 extra days; Bupa health & dental cover; gym discount; Employee Assistance Programme; income protection; global share incentive plan; Perkbox discounts; enhanced parental leave; fertility and parental bereavement coaching.
- **Diversity & Inclusion**: 55+ nationalities, c.990 employees. Active employee-led networks: Women in Leadership, Gender Equality Network, Ethnic Diversity Network, Rainbow Train (LGBTQIA+), Sunflower (accessibility), Parents & Carers.
- **Career Development**: Personal learning budget; digital learning platform (Learning Express); workshops and development programmes; internal mobility encouraged; transparent pay bands; promotion windows twice a year (~10% of employees promoted annually).
- **Office Locations**: Modern offices in London (HQ), Edinburgh, Barcelona (tech hub with sunny terrace), Milan, Paris. Perks include free breakfast, pool tables, event spaces, stocked drinks fridges, and outdoor BBQs in some locations.
- **Impact**: Opportunity to work on a platform with 125M+ monthly visits, driving modal shift and reducing carbon emissions.

## Sources
1. [trainlinegroup.com/careers/en/who-we-are/](https://www.trainlinegroup.com/careers/en/who-we-are/)
2. [trainlinegroup.com/careers/en/](https://www.trainlinegroup.com/careers/en/)
3. [trainlinegroup.com](https://www.trainlinegroup.com/)
4. [trainlinegroup.com/careers/en/life-at-trainline/](https://www.trainlinegroup.com/careers/en/life-at-trainline/)
5. [trainlinegroup.com/careers/en/how-we-hire/](https://www.trainlinegroup.com/careers/en/how-we-hire/)

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