Senior IT Support Analyst

Overview

The Senior IT Support Analyst will provide visible, business-aware IT support for Natural Power colleagues in the United States while operating as an embedded member of the Fred Olsen Digital Cloud, Infrastructure & Service Tower. This role will improve responsiveness, local ownership, communication and first-time resolution during US business hours, while maintaining clear handovers and escalation routes to global teams and specialist partners.

This is not a standalone US service desk or a single-person solution for every time zone and out-of-hours requirement. The role forms part of a blended global (US/UK) operating model, supported by documented handovers, international secondary cover and established escalation arrangements.

Roles and Responsibilities:

Customer & End-User Support

• Provide advanced 1st-line and strong 2nd-line support for Natural Power users across the United States.
• Act as a visible local point of ownership for incidents and service requests during agreed US business hours.
• Triage, diagnose and resolve end-user issues, maintaining clear and proactive communication throughout the ticket lifecycle.
• Own issues through to resolution or effective escalation, ensuring users remain informed and handovers are documented.
• Support onboarding, device setup, access requests and day-to-day workplace technology needs.

Technical Support & Administration

• Support Windows endpoints, laptops, mobile devices, printers, peripherals and meeting-room technology.
• Troubleshoot Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint and Office applications.
• Undertake agreed endpoint, identity, access and device-management administration within defined controls.
• Diagnose connectivity, VPN, Wi-Fi and local network issues and coordinate escalation to infrastructure or supplier teams.
• Provide selected 3rd-line troubleshooting and administration where skills, permissions and support procedures allow.
• Support Natural Power applications and operational systems, working with application owners and suppliers when specialist intervention is required.

Service Management & Continuous Improvement

• Work within Fred Olsen Digital incident, request, problem, change and major-incident processes.
• Use Halo ITSM queues, categorization, priority, knowledge and escalation routes consistently.
• Identify recurring issues and contribute evidence to problem management and root-cause analysis.
• Create and maintain knowledge articles, local site information, runbooks and support procedures.
• Support service transition, project implementation, testing and operational-readiness activity.
• Contribute to service reviews, KPI reporting and improvement plans for Natural Power US operations.

Collaboration & Stakeholder Engagement

• Build trusted relationships with Natural Power users, managers and local stakeholders.
• Work as a team with the UK Service Desk, Infrastructure, Modern Workplace, Security, Data and Software teams.
• Deliver structured handovers between US and UK support and, where relevant, Network ROI.
• Coordinate suppliers and internal specialists while retaining ownership of the user experience.
• Provide clear business-language updates during priority incidents and service-impacting events.
• Travel up to 10% as required.

Minimum Qualifications:

• 4 - 5+ years of progressive IT support experience, with a minimum of 2nd-line support experience required.
• Strong troubleshooting capability across Windows endpoints and Microsoft 365 services.
• Experience supporting identity, access, endpoint management, remote access and common workplace technologies.
• Working knowledge of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi and VPN troubleshooting.
• Experience working with an IT service management platform and structured incident, request and change processes.
• Ability to work independently, prioritize competing demands and escalate appropriately.
• Excellent written and verbal communication with a strong customer service and ownership mindset.
• Ability to collaborate effectively with geographically distributed teams and provide disciplined handovers.

Desirable Qualifications and Experience:

• Bachelor's degree in IT, Computer Science, or a related field preferred; equivalent professional development pathway or demonstrated experience will be equally considered.
• Proven track record of working within global IT support environments, including structured handover practices, cross-time zone collaboration and coordinating with internationally distributed technical teams.
• Experience with Microsoft Entra ID, Intune, Active Directory, Azure and endpoint security tooling.
• Experience supporting engineering, consultancy, renewable-energy or project-based organizations.
• Exposure to Halo ITSM or a comparable enterprise ITSM platform.
• Experience coordinating third-party suppliers and supporting business-critical applications.
• Knowledge of PowerShell or other automation approaches.
• Relevant Microsoft, ITIL, CompTIA or equivalent professional certifications.

General Responsibilities:

• Health & Safety: All employees are required to adhere to Health & Safety Regulations and ensure best practice is upheld by all Natural Power employees.
• Environmental: All employees are required to adhere to all applicable Environmental Regulations to protect the environment when working with clients, colleagues and contractors.
• Quality: All employees are expected to work within the systems, processes and procedures outlined within the department and / or company handbooks, software platforms, and training manuals.
• Flexibility: A reasonable degree of flexibility is required from all employees to meet the needs of the role, the department, and the wider company.

Benefits:

Natural Power is committed to providing an engaging and collaborative environment, supported by excellent and comprehensive benefits. Some benefits may be prorated based on start date and/or applied to “employee only” coverage.

• 100% Employer paid health insurance for single/qualifying plans
• 100% Employer paid vision & dental for single/qualifying plans
• Employer sponsored HRA or HSA for eligible plans
• 401k: Up to 6% employer match- eligible at start and no vesting period
• Starting at 3 weeks PTO time, plus 11 paid holidays and sick time
• Generous paid parental leave benefit
• Employer paid life insurance, plus STD/LTD benefits

Equal Opportunity Employer

Natural Power is an equal opportunity employer. We are committed to providing equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, sex, pregnancy, gender identity or expression, national origin, age, disability, predisposing genetic characteristics, military or veteran status, marital status, familial status, sexual orientation, citizenship or immigration status, domestic violence victim status, or any other characteristic protected by federal, state, or local law.

This commitment applies to all aspects of employment, including recruiting, hiring, placement, promotion, compensation, benefits, training, and termination. Applicants who require a reasonable accommodation to participate in the hiring process should contact the HR department.