System Support Engineer
Indra Group · London
12 Month FTC
About Indra Group UK & Ireland
Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in specific segments in Transport and Defence markets, and the leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and with a high innovation component. In the 2025 financial year, Indra achieved revenue of €5.5 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries.
As the technological partner for its customers’ key operations, Indra is at the core of their business, and Indra’s four values guide everything we do:
Innovation - Our capacity for innovation, cutting-edge solutions, and specialised team of professionals enable us to drive a safer, more connected future through technology.
Trust - We work with strength, commitment, and reliability, delivering quality solutions to build trust with customers, employees, partners, investors, and society.
Connection - We harness the power of collaboration, connect ideas and solutions, and adapt to our customers’ needs, supporting them on the path to a better future.
Foresight - We anticipate future needs to make the world safer and more connected, transforming our experience and knowledge into solutions for a better tomorrow.
About the Project
Transport for London (TfL) has awarded Indra a long-term contract to operate, develop, enhance and expand ticketing and access control systems across London’s transport network through to 2034, with extension options to 2039.
This programme covers the maintenance, operation and evolution of a large-scale, complex ecosystem, including turnstiles, validators, ticket machines, sales terminals, back-office systems, payment gateways, IT infrastructure and cybersecurity that supports over 8.6 million daily journeys.
Therefore, Indra will become TfL’s strategic technology partner to guarantee the operation and evolution of the world’s largest and most sophisticated ticketing system. Following a transition period of approximately two years, Indra will serve as the sole provider across the network that includes more than 8,500 buses, nearly 400 Underground stations, around 300 rail stations (Overground, DLR, Elizabeth Line and suburban services), 4,000 Oyster Card outlets, seven customer service centers, and 24 river boat boarding points.
Drawing on over 30 years of experience in urban public transport solutions, Indra will manage and evolve all aspects of the system. The project also envisages, in partnership with TfL, the implementation of new technologies to develop the system, make it more efficient and automate key processes; in short, to jointly create the next generation of the ticketing system for London.
About the Role
Indra is seeking a System Support Engineer to join its Front Office team, responsible for resolving technical incidents and faults escalated internally or by customers.
Working under the direction and supervision of the Technical Support Manager, the System Support Engineer will contribute to the effective resolution of a variety of technical issues, delivering a high-quality, professional and responsive support service to internal and external customers.
The role involves working collaboratively with field maintenance, project teams and other technical resolver teams to diagnose faults, implement solutions and improve the reliability and maintainability of systems and assets. The successful candidate will also support hardware and software trials, new product introductions, technical changes and ongoing service improvements.
This is a hands-on technical support role requiring strong problem-solving skills, an understanding of electronic and electromechanical systems, and the ability to analyse data to identify trends and prevent recurring incidents. The role also includes participation in an on-call rota and providing out-of-hours support as required.
Key Responsibilities
- Advise and contribute to the effective resolution of general and complex technical issues escalated from field maintenance, project teams and external customers.
- Work collaboratively with resolver teams to ensure incidents are resolved effectively and efficiently.
- Report on hardware and software trials, supporting rollouts and handing over to Customer Services on completion.
- Identify, recommend and, where appropriate, implement technical and process improvements to drive efficiencies, promote knowledge sharing and enhance performance.
- Monitor and provide early life support for new products and services, handing these over to the System Support Manager once processes are defined.
- Identify existing or planned technical changes that may adversely impact service delivery and recommend or implement contingency measures.
- Provide remote technical support for the proactive diagnosis of maintenance problems, achieving permanent and timely resolutions and/or interim workarounds.
- Analyse data to identify trends and recommend solutions to improve service quality, reduce incidents and minimise abatements.
- Identify and escalate training requirements arising from technical changes that affect Customer Services.
- Support the continual development of systems and processes to improve the reliability and maintainability of assets.
- Proactively manage the Incident Management queue, ensuring assigned tickets are picked up in a timely manner.
- Ensure departmental processes, procedures and knowledge articles are accurately documented and maintained.
- Produce reports as required.
- Participate in the on-call rota and provide out-of-hours support when required.
- Comply with Indra's policies and procedures, particularly those relating to conduct, quality, security, health, safety and the environment.
- Undertake other reasonable duties as assigned by the manager in response to business needs.
Requirements
Knowledge Required
- Strong understanding of electronic and electromechanical systems, including hardware fault diagnosis down to component level.
- Sound knowledge of Microsoft operating systems and Microsoft Office applications.
- Basic programming knowledge, such as Visual Basic or C++.
- Knowledge of SQL, T-SQL query writing and databases.
- Knowledge of Linux scripting.
- Understanding of networking principles, including TCP/IP.
- Understanding of health and safety requirements within operational environments.
- Knowledge of incident management, technical troubleshooting and service improvement processes.
Skills and Experience
Essential:
- HND in Electrical and Electronic Engineering or equivalent qualification or experience.
- Microsoft accreditation.
- Experience in field maintenance involving electronic or electromechanical systems.
- Technical experience working with device hardware down to component level.
- Basic programming knowledge, including Visual Basic or C++.
- Basic knowledge of SQL, T-SQL query writing and databases.
- Competent user of Microsoft software packages and the Microsoft Office suite, including Word, Excel and PowerPoint, to intermediate level.
- Sound knowledge of Microsoft operating systems.
- Knowledge or experience of Linux scripting and SQL T-SQL query writing.
- Basic networking knowledge, including TCP/IP.
- Experience understanding and implementing health and safety requirements in operational environments.
Desirable:
- Degree in Engineering or a related discipline, or equivalent qualification or experience.
- Previous experience working as a System Support Engineer or performing equivalent duties.
- Demonstrable experience of Linux scripting and SQL T-SQL query writing.
- Advanced knowledge of T-SQL query writing.
- Advanced networking knowledge, including TCP/IP.
Person Specification
The successful candidate will be self-motivated, technically minded and a strong problem solver, with the ability to communicate effectively and build positive working relationships across all levels of the organisation.
They will demonstrate:
- Strong analytical and troubleshooting skills.
- Effective written and verbal communication.
- Good organisational skills and the ability to manage conflicting priorities.
- A collaborative approach and the ability to work effectively as part of a team.
- A proactive attitude towards technical improvements, knowledge sharing and service reliability.
- Flexibility to travel to other Indra and customer sites.
- The ability to provide support at short notice and participate in an on-call rota.
- A willingness to develop technical expertise and progress within the role.
The successful candidate will play an important role in maintaining service quality, resolving technical issues and supporting the continuous improvement of Indra's systems and customer services.
Benefits
- Holidays: 25 days per annum + 8 days bank holidays (options to buy/sell days).
- Pension – 4% employee and 4% employer.
- Private medical insurance (including dental & optical).
- Life assurance.
- Income protection.
- Employee assistance programs.
- Flexible/remote working options.
- Charitable initiatives.
- Social events (formal & informal).
- Learning and development programs.
- Innovative & collaborative work environment.
Indra is an equal employment opportunity employer. Applicants are considered without regard to race, colour, religion, sex, sexual orientation, gender identity, origin, disability or other characteristics protected by law.