Senior IT Support Administrator

Fugro Roadware; Houston (TX); On-site; USD 90,000 - 110,000; Full time

Job summary

Fugro Roadware seeks a Senior IT Support Administrator to be the public face of IT support for field operations and vessels. You will provide end-user assistance, drive standard IT infra deployment, and act as a 2nd line escalation point for the team.

You will coordinate with deployment and architecture teams, ensure timely ticket resolution, and contribute to cyber security efforts and system rollouts across global operations.

Qualifications

• Authorized to work in the United States without restrictions.
• High School diploma or equivalent.
• Associates or Bachelors degree in Information Technology, Computer Science or related field preferred.
• 5+ years of IT service management (ITIL) experience and ITSM tools.
• Technical knowledge across Windows and Linux platforms.

Responsibilities

• Provide end-user IT support to enable field operations and data processing.
• Act as 2nd line escalation point for Support Assistants and Administrators.
• Coordinate with deployment, architecture and OT Services teams for standard infra.
• Ensure timely resolution of tickets and weekly backlog reporting.
• Support cyber security initiatives and assist with system updates and rollouts.
• Create support work instructions and share knowledge with the team.
• Roster-based 24/7 support standby and global/regional coordination.

Skills

ITIL experience

Customer service

Global/regional experience

Windows

Linux

Education

Associates or Bachelors in IT/CS

Tools

ITSM tools

Microsoft certifications

Cisco CCNA/CCST

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.