Senior IT Support Administrator

Fugro; Houston (TX); On-site; USD 80,000 - 110,000; Full time

Job summary

Fugro USA seeks a Senior IT Support Administrator to serve as the public face of OT Services, delivering end-user IT support for vessels and field operations, including remote data processing. You will promote IT standards and best practices and work with stakeholders to improve support processes across global sites.

The role requires 5+ years in IT service management, strong Windows and Linux knowledge, and relevant certifications.

Qualifications

• 5+ years of IT service management experience and ITIL knowledge.
• Experience supporting field operations and remote processing environments.
• Strong customer service and cross-functional collaboration skills.

Responsibilities

• Lead as public face of OT Services for IT support to field operations and vessels.
• Provide 2nd line escalation and coordinate with Deployment and Architecture teams.
• Triages tickets, monitors alerts, and ensures timely resolution.
• Coordinate system maintenance, patching, backups, and restores.
• Provide weekly backlog reporting and training to team members.
• Support cybersecurity initiatives and policy rollouts.

Skills

IT service management

Customer service

Team collaboration

Multi-site support

Education

High School diploma or equivalent

Associates or Bachelors in IT or related field preferred

Tools

Windows

Linux

ITSM tools

Job description

Job Description The Senior IT Support Administrator is the public face of OT Services and provides end users with IT support to facilitate Fugro’s vessels and field operations, remote operations and processing of data collected during those operations. He/She actively promotes standards for IT infrastructure and services, and best practices used for support. Has a good understanding of the needs of the Fugro business stakeholders and the challenges faced by end users in the field. Proactively identify areas of improvement regarding the support process and tools and proposes solutions to management. The Senior IT Support Administrator works closely with all stakeholders seeking support to ensure timely resolution of their issues. Acts as 2nd line escalation point for Support Assistants and Administrators. Liaises with OT Services Deployment Team to support deployment of standard infrastructure and systems. Ensure sufficient information is provided to ensure ease of support once systems are in operation. Liaises with OT Services Architecture Team to support implementation of infrastructure and systems updates and roll out of new standards and policies. Ensure sufficient information is provided to ensure ease of support post roll-out. Co-ordinates support activities with external vendors where necessary.

Job Responsibilities

• Lead by example and place Quality, Health & Safety, Security, and the protection of the Environment as core values while never intentionally placing employees, our processes, customers, or the communities in which we live and work at risk.
• Provides a first point of contact for end users in the field and remote operations centers.
• Roster based 24/7 support standby basis.
• Triages tickets and requests and escalates to responsible department/group.
• Monitors system and handles alerts according to procedure or escalates.
• Implements standard solutions and completes standard tasks according to instruction.
• Monitors the status of open tickets and provide weekly reporting on outstanding tickets (backlog) to the parties responsible.
• Completes periodic system maintenance tasks and reports on these, including system patching, backup and standard restore tasks.
• Coordinates purchasing and logistics in support of hardware maintenance and in response to monitoring alerts.
• Assists with infrastructure and systems configuration in support of implementations when required.
• Coordinates the roll out of systems updates and roll out of new standards and policies when required.
• Supports cyber security initiatives and directly responds to cyber issues reported by field personnel and escalates where necessary in accordance with defined procedures.
• Creates IT infrastructure and systems support related work instruction documentation when required.
• Proactively identify areas of improvement regarding the support process and tools and propose solutions to management.
• The ability and willingness to share their knowledge with co-workers, both formally and informally as appropriate.
• Responsible for provision of appropriate training to other team members.

Job Requirements

• Authorized to work in the United States, without restrictions.
• A High School diploma or equivalent required.
• Possess an Associates or Bachelors degree Information Technology, Computer Science or related subject preferred.
• Have 5 years or more experience of IT service management process (ITIL) and ITSM tools.
• Broad technical knowledge on both desktop and server infrastructure, and Enterprise applications.
• Technical knowledge across multiple platforms (Windows, Linux).
• Recognised certifications are seen as a plus: Microsoft Certification (Windows Support, Windows Server, Office365, MS Exchange, Azure, MCP), ITIL4, Cisco CCST/CCNA.
• Strong customer services skills.
• Experience in working in a global/regional environment.

What’s in it for you?

At Fugro, our people are our number one priority and central to our purpose to create a safe and livable world. Our values set the foundation for our unique culture: we are determined to deliver, we prepare for tomorrow, we do what’s right, and we build trust. Our talent philosophy is seeded by our values and fueled by a passion for learning, developing leadership behaviors, transparency, and accountability. Fugro offers opportunities to sharpen skills and provide career growth through on-the-job learning experiences, LinkedIn Learning access, business and technical training, and leadership development programs. We value the mental, physical, and financial health of our employees and their families and offer a variety of flexible work models. Fugro USA’s comprehensive benefits package also ensures you have choices that fit your needs at any life stage.

Fugro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors.

Individuals with disabilities needing assistance in the recruitment process are encouraged to contact Human Resources directly at 713-369-5699 or [e-mail].

Know Your Rights: Workplace discrimination is illegal.

Fugro is the world’s leading Geo-data specialist, collecting and analysing comprehensive information about the Earth and the structures built upon it. Adopting an integrated approach that incorporates acquisition and analysis of Geo-data and related advice, Fugro provides solutions. With expertise in site characterisation and asset integrity, clients are supported in the safe, sustainable and efficient design, construction and operation of their assets throughout the full life cycle. Employing approximately 9000 talented people in 61 countries, Fugro serves clients around the globe, predominantly in the energy and infrastructure industries, both offshore and onshore. In 2020, revenue amounted to EUR 1.4 billion. Fugro is listed on Euronext Amsterdam.