Technical - Service Desk Engineer

28 Jul 2022
12 Aug 2022
Contract Type
Full Time
Our Mission Trainline is the leading independent rail and coach travel platform selling rail and coach tickets to millions of travellers worldwide. Via our highly rated website and mobile app, people can seamlessly search, book and manage their journeys all in one place. We bring together millions of routes, fares and journey times from 270 rail and coach carriers across 45 countries. We offer our customers the best price for their journey and smart, real-time travel information on the go. Our aim is to make rail and coach travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. Introducing the Platform Delivery organisation The Platform Delivery team cover all areas of infrastructure, reliability, platform and operations engineering across public cloud and data centres; Linux builds, deployment & management, CDN configuration, load balancing, PKI and a variety of other technologies that combine to provide the Platform for all other teams to use.

Purpose of the Role
To act as a first point of contact for all Trainline system issue reports
To act as a subject matter expert for Global API services within the Service Desk
To provide a comprehensive and in depth enquiry and information service for both internal and external customer contacts
To manage a broad range of technical solutions in line with Business Service Levels
To promote Trainline as a customer focused organisation

Key Responsibilities
Own the Global API support services and act as the Subject Matter Expert for all contact.
Train and build up capability of the Service Desk team in all things Global API.
Own the resolution of operational support queries from start to finish, ensuring reported problems are resolved within Service Level Agreements (SLA) and to a high degree of customer satisfaction.
Co-ordinate the resolution of queries and internal projects with other teams within Trainline particularly when implementing new clients and improving our carrier resolutions.
Become knowledgeable on all trainline products so that you can answer any questions our customers may have and train / on-board new customers.
Provide bespoke reports to customers (e.g. invoices, receipts).
Continually strive to improve the customer experience and customer satisfaction by going above and beyond what our customers expect.
To provide support and assistance to other team members and provide cover as and when directed.
To maintain confidentiality and escalate requests or complaints as appropriate.
To report any discrepancies regarding information or system faults in line with operational procedures.
To be fully compliant with PCI and data protection policy.
Knowledge and Experience
Knowledge of, and ability to interact with APIs using tools such as Postman, Oxygen, XmlSpy, SoapUI, or similar.
Experience with telemetry tooling (IE, kibana) in order to find, and comprehend log messages.
Knowledge of SQL.
Knowledge of the UK/EU Rail sector.
Good problem-solving skills - able to look at a situation/problem and devise solutions.
Excellent communication skills, both written and verbal.
Track record in delivering solutions that meet the business need.
Ability to work well under pressure.
Good interpersonal skills.
Our Culture Everything begins with great people, as well as aptitude, we put a heavy emphasis on attitude. Coaches Over Heroes - We prioritise the focus on being one team over elevating the heroics of an individual, for us the true heroes are those individuals who are excellent at nurturing, coaching and generous in sharing their knowledge with others. Well-being - Everything that we do takes into account the morale of every member of our team, their opportunities for growth and for participation in exciting challenges. Mentoring and Learning - We have a mentoring community that is constantly growing, we provide people with mentors or buddies from various teams. Trust - We hire awesome people capable of making smart decisions - empowerment is a great enabler of agility.
We value open expression at Trainline, we believe it s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.

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