Senior IT Support Analyst

About the role

Fleet Management Limited manages more than 600 vessels, 20+ offices and around 25,000 seafarers worldwide, and its IT Operations team keeps ships, offices and crew connected. As a Senior IT Support Analyst you will own complex incidents and requests end to end, while also spotting recurring problems, fixing root causes and leading improvements across IT Operations, including device management, networks and hardware renewals. You will manage key vendors, run projects introducing new tools and better ways of working, and mentor colleagues.

Key responsibilities

• Review common incidents, analyse them to find root causes and proactively implement solutions across the team
• Own incidents and service requests so they are completed within the SLA
• Support IT infrastructure covering local and cloud-based systems in line with company policy
• Obtain quotations, manage purchasing and invoicing for IT equipment and licences, and manage IT assets from purchase to disposal
• Take part in monthly vendor service reviews and share key points and areas for improvement
• Lead functional training sessions (e.g. M365) and mentor colleagues in IT Operations
• Lead initiatives that bring new tools, including AI capabilities, to end users and internal teams
• Work daily with remote workers, global office staff and ship-board personnel, and with vendors supplying IT equipment and services

Required profile

• 5+ years of experience in a Level 1 / Level 2 support role
• Excellent written and spoken English
• Proven data-backed problem management showing how root causes of recurring issues are identified and addressed
• Ability to independently manage small-scale projects from start to finish
• Mentoring or coaching of junior colleagues with proven results

Required skills

• Microsoft Office 365, especially Administration, Teams, Outlook and SharePoint
• IT asset management and automation tools such as Endpoint Central
• Meraki/Cisco or other next-generation firewalls, data and voice switches
• Desirable: Microsoft MCSE, Microsoft 365, AWS or Cisco certifications; ITIL v3/v4 awareness or certification; experience implementing AI in IT Operations; project management qualifications