Senior IT Support Administrator

Fugro • Lafayette, LA

5d

About The Position

The Senior IT Support Administrator is the public face of OT Services, providing IT support to end users to facilitate Fugro’s vessel and field operations, remote operations, and processing of data collected during those operations. The role promotes IT infrastructure and service standards and support best practices, understands business stakeholders’ needs and the challenges faced by end users in the field, and proactively identifies support-process and tool improvements for management consideration.

The position works closely with stakeholders to resolve issues in a timely manner and acts as a second-line escalation point for Support Assistants and Administrators. It liaises with OT Services’ Deployment and Architecture teams to support infrastructure and systems deployments, updates, and rollouts, and ensures adequate information is available for ongoing support. The role also coordinates support activities with external vendors when needed.

Requirements

• Authorized to work in the United States without restrictions.
• High school diploma or equivalent required.
• Five or more years of experience with IT service management processes (ITIL) and ITSM tools.
• Broad technical knowledge of desktop and server infrastructure and enterprise applications.
• Technical knowledge across multiple platforms, including Windows and Linux.
• Strong customer service skills.
• Experience working in a global or regional environment.

Nice To Haves

• An associate or bachelor’s degree in Information Technology, Computer Science, or a related subject is preferred.
• Recognized certifications are a plus, including Microsoft certifications in Windows Support, Windows Server, Office 365, MS Exchange, Azure, or MCP; ITIL 4; and Cisco CCST or CCNA.

Responsibilities

• Lead by example and uphold Quality, Health & Safety, Security, and environmental protection as core values, without intentionally putting employees, processes, customers, or communities at risk.
• Provide a first point of contact for end users in the field and remote operations centers.
• Provide roster-based 24/7 standby support.
• Triage tickets and requests and escalate them to the responsible department or group.
• Monitor systems and handle alerts according to procedure or escalate them.
• Implement standard solutions and complete standard tasks according to instruction.
• Monitor open-ticket status and provide weekly reporting on outstanding tickets to responsible parties.
• Complete periodic system maintenance tasks and report on them, including system patching, backups, and standard restore tasks.
• Coordinate purchasing and logistics for hardware maintenance and in response to monitoring alerts.
• Assist with infrastructure and systems configuration for implementations when required.
• Coordinate system-update rollouts and rollouts of new standards and policies when required.
• Support cybersecurity initiatives, respond directly to cybersecurity issues reported by field personnel, and escalate according to defined procedures.
• Create IT infrastructure and systems support work-instruction documentation when required.
• Identify support-process and tool improvements proactively and propose solutions to management.
• Share knowledge with co-workers, formally and informally as appropriate.
• Provide appropriate training to other team members.
• Act as a second-line escalation point for Support Assistants and Administrators.
• Liaise with OT Services’ Deployment Team to support deployment of standard infrastructure and systems and provide information needed for ongoing support.
• Liaise with OT Services’ Architecture Team to support infrastructure and systems updates and rollout of standards and policies, providing information needed for post-rollout support.
• Coordinate support activities with external vendors when necessary.

Benefits

• On-the-job learning experiences and career-growth opportunities.
• Access to LinkedIn Learning.
• Business and technical training.
• Leadership development programs.
• A variety of flexible work models.
• A comprehensive benefits package with choices intended to fit employees’ needs at different life stages.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED