IT Field Support Engineer

Why LNER?

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

Since we took over the East Coast route, we've been changing the face of travel. Our new fleet of Azuma trains are delivering faster journey times, more space, comfort and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

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

Are you on board?

What you'll be doing:

Are you looking for a great and varied IT role in the heart of York? 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.

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

Does this sound like the ideal opportunity for you?

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

This role is based at our office at East Coast House, York and will involve out of hours on-call support to ensure the smooth running of the business.

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 be you. 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!