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IT Retail Support Engineer

Please Note: The application deadline for this job has now passed.

Job Introduction

The IT Retail Support engineer will provide technical support to the mobile retail and revenue protection devices used throughout the organisation.  

 

The key responsibility will be to provide onsite technical support to various designated sites, on a regular basis. This will range from quick diagnostics and fixes to full device reset and re-provisioning, using the Mobile Device Management system (MDM). The role will be supported by the wider IT support team. There is an element of physical work, daily travel, walking and carrying equipment to and from locations, up and down stairs where required.

A close working relationship with the Retail support team and the 3rd party support providers will be required. Interaction with that team will enable issues to be identified and rectified, where the fault is potentially related to the application aspects on the device, and not within the technical operation of the devices.

Role Responsibility

  • Provide technical support for the mobile retail devices. This will include but not limited to onsite technical repairs, full device re-provisioning (onsite or back to base), repaired device delivery back to site, and ensure all the devices are enrolled and correctly provisioned within the MDM system
  • Manage and prioritise workload and site visits to repair, collect and deliver faulty devices to and from sites.
  • Ordering Sundries for the depots where required, ensure depots have all the equipment they need, including leads, batteries, charging stations, carry cases and straps.
  • Auditing depot equipment and tracing any missing equipment. Gathering missing shift details for the PRAC team.
  • Liaising with depot managers and area managers around any changes to user equipment, and application changes or issues.
  • Ensure all support tickets are logged, updated and resolved within the IT Service Management System
  • Work closely with Worldline and the Retail Support Team to identify and assist in resolution of technical and non-technical faults on the devices. attending regular calls with them. Update applications on devices when required, testing them first in the training devices to ensure correct functionality before rolling out the live versions
  • Testing of updates issued by the provider and other mobile applications for the business
  • Working closely with Southeastern Staff and Managers to identify best use scenarios and where necessary create user guides.  Update them with upcoming changes and collating issues
  • Undertake any other activity that is commensurate with the role, as requested by IT Management

The Ideal Candidate

To be considered for this role we recommend you demonstrate the below in your application;

  • General IT Support experience
  • Experience of supporting mobile devices
  • Experience of using an MDM platform
  • Driven individual with a ‘CAN DO’ attitude that engenders confidence, respect and support.
  • Passion, enthusiasm and expertise.
  • Quality and transparency
  • Good prioritising skills and the ability to meet targets

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer a comprehensive benefits package which includes;

  • A Contributory Final Salary Pension Scheme 
  • Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
  • After a qualifying period, reduced rate travel on other train operators, including European services
  • Up to 24 days annual leave entitlement (plus bank holidays). 
  • Access to an array of discounts for retail and leisure products through our benefits scheme.
  • Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.

About the Company

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

  • We aim to be the best
  • We make the difference together
  • We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

We have also won the Top Employer award at the Women in Rail Awards 2022!

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK. 

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.

SE Trains Limited

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