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! 

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.  

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 deliver 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 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. 

What you'll need

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. 
• Familiarility 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. 
  
  

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 recognise when you shine.

Life at LNER

We're on a mission to become the UK's most loved, forward-thinking, and responsible train operating company in the UK. This means making a real difference by doing the right thing for our customers, our people, and the communities and destinations we serve. Together, we're shaping the future of rail travel through our passion, our innovation, and our extraordinary people. Our people are at the heart of everything we do. We're committed to creating an inclusive and engaged culture that supports everyone at every stage of their journey. This means that when you're with LNER, you can truly be yourself—and it's why so many of our colleagues choose to stay and grow with us.

• Diversity and inclusion – We are passionate about building a diverse and inclusive workforce that reflects the communities we serve. We actively create opportunities to inspire and attract diverse talent to join LNER. We are committed to supporting all candidates, so if you require any adjustments or assistance at any stage of the recruitment process, please let us know.
• Developing our people – We're creating a learning culture that enables our people to be the best they can be. We support development and career journeys with the right tools and resources, aligned to our people priorities: readiness for Great British Rail, the future world of work and strong, people focused leadership that delivers for our people, customers, and business.
• Health and 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.  

Disclosure and Barring Service (DBS) check 

At LNER, safety is our top priority. If your application is successful and you're new to the business, we'll carry out a basic DBS check as part of our pre-employment process. This is only takes place once a conditional job offer has been made. The DBS check looks for any unspent convictions and conditional cautions under the Rehabilitation of Offenders Act (ROA) 1974. If there's evidence of an unspent conviction or a conditional caution, the details of these will be reviewed internally by a cross functional panel on a case-by-case basis before a final offer of employment is confirmed. Please note that in some cases, this may result in an 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 when joining LNER in any role you'll need to pass a medical screening and a drugs and alcohol test before we can confirm an unconditional job offer. For safety-critical roles, a safety-critical medical will also be required. Our Talent Team will be on hand to guide you through the process and will send you a medical questionnaire by email. Once complete, this will go directly to our in-house Health and Wellbeing team who will contact you to arrange a convenient location, date and time for your medical appointment. We currently have clinics in Kings Cross, Doncaster, Newcastle and Edinburgh. The sooner we can do it, the better, so please try to be flexible with your availability. Once your medical is approved, we'll finalise any last details and look forward to you joining the team!

How to apply 

We have fantastic opportunities for people from all different backgrounds, so now is the time to join the team at LNER.