Senior IT Support Analyst

About the role

Natural Power is seeking a Senior IT Support Analyst to serve as the primary IT resource for our North America team, keeping colleagues connected, supported, and productive as they deliver world-class renewable energy consulting. This role is embedded within the Fred Olsen Digital Cloud, Infrastructure & Service Tower and works as part of a blended US/UK operating model - owning first-line support during US business hours while maintaining clear handovers and escalation routes to global teams and specialist partners.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Qualifications

• 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,