Senior IT Support Administrator

Fugro; Lafayette (LA); Presencial; USD 85.000 - 110.000; Jornada completa

Descripción de la vacante

Fugro seeks a Senior IT Support Administrator to act as the public face of OT Services, delivering end-user IT support for vessels, field operations, and remote processing. You will promote IT standards, participate in deployments, and coordinate with vendors to ensure smooth operations.

You will provide 2nd line escalation, maintain systems, and contribute to security initiatives while creating helpful work instructions and sharing knowledge with teammates.

Formación

• 5+ years of IT service management experience (ITIL).
• Broad technical knowledge on desktop/server infrastructure and enterprise applications.
• Technical knowledge across Windows and Linux platforms.
• Recognised certifications such as Microsoft, ITIL4, Cisco CCNA are a plus.
• Strong customer service skills and ability to work in a global environment.

Responsabilidades

• Lead by example, upholding Quality, Health & Safety, Security, and Environment as core values.
• First point of contact for end users in the field and remote centers.
• Roster-based 24/7 support standby and ticket triage/escalation.
• Monitor systems, handle alerts, and perform standard maintenance tasks.
• Coordinate system updates, rollouts, and IT infrastructure deployments.
• Support cyber security initiatives and document work instructions.
• Share knowledge and provide training to team members.

Conocimientos

ITIL

ITSM

Windows

Linux

Customer service

Global/regional experience

Educación

High School diploma

Associates or Bachelors in IT/CS

Herramientas

ITSM tools

Office 365

Azure

MS Exchange

Cisco CCNA

Descripción del empleo

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.

Disclaimer for recruitment agencies:

Fugro does not accept any unsolicited applications from recruitment agencies. Acquisition to Fugro Recruitment or any Fugro employee is not appreciated

Fugro USA posting Disclaimer

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