Senior IT Support Analyst

Our 30-year journey rides on the passion of over 27,000 seafarers and 1,000 onshore professionals. Today, we are one of the largest independent third-party ship management companies managing over 650+ diverse types of vessels.

Headquartered in Hong Kong SAR, China, we operate on a global scale having 27 offices in 12 countries. Our client base spans over 100 world-class ship owners, including Fortune 500 companies from China, Greece, India, Japan, Korea, Netherlands, Norway, Turkey and the USA, among others.

In a shore career at FLEET, you will be working with a team of a highly passionate, self-driven and committed group of people. We aim to be a place where you can achieve your full potential, regardless of your background. We are looking for individuals who are ambitious about making a strong contribution to FLEET’s short and long-term sustainable growth – whether you are dealing directly with clients or working in a role supporting the business, such as technology, legal or communications.

Job Position Summary  
Fleet Management Limited looks after more than 600 vessels, 20+ offices and around 25,000 seafarers worldwide. Keeping ships, offices and crew connected wherever they are in the world is what our IT Operations team does and this role sits at the centre of it.

As a Senior IT Support Analyst, you will own complex incidents and requests end to end - but your real impact will come from looking beyond the individual ticket: spotting recurring problems, fixing root causes and leading improvements across IT Operations. This covers device management, networks and hardware renewals. You will manage key vendors as well as run projects that bring in new tools and better ways of working and help mentor colleagues.

Supporting crews on board and office teams across time zones makes for a fast-paced and varied job. It suits an experienced IT professional who is comfortable working with minimal supervision, communicates clearly with people at every level and wants to see their work make a real difference to a global maritime business.

Key Roles and Responsibilities

A typical day will include covering responsibilities such as:

Proactive Service Improvement:

• Problem Management : Reviewing common incidents performing analysis to identify root causes
• Determine solutions to address root causes proactively and land these changes across the team
• Take ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement)
• Supporting IT Infrastructure covering local and cloud-based systems to ensure alignment with company policies

Managing Vendors & Finance:

• Obtain quotations, manage the purchasing and invoicing for IT equipment / licences to deliver best value for money
• Manage IT assets through their lifecycle from purchase to disposal
• Actively participate in monthly service reviews with vendors by sharing key points and areas for improvement

Teamwork & Sharing Knowledge:

• Initiate and lead functional training sessions across Fleet – to help share best practice on tools such as M365
• Contribute to broader department goals – such as Hardware Renewals, etc
• Mentor and support colleagues within IT Operations

Project Management:

• Lead initiatives across IT Operations to land new tools for end-users and/or internal use including AI capability

Relationship

• INTERNAL:Daily interaction with all levels of organisation including remote workers, global office workers and ship-board personnel.
• EXTERNAL:Vendors - Suppliers of IT equipment and services

Job Experience, Functional Knowledge and Qualifications

ESSENTIAL:

• Excellent communication skills in both written and spoken English 
• 5+ years experience working in Level 1 / Level 2 support role  
• Proven data-backed evidence in Problem Management demonstrating how to identify and address root causes for recurring issues
• Strong customer focus – clearly identifies needs, managing user expectations and finds creative solutions to meet them
• Ability to independently manage small-scale projects from inception to successful implementation
• Microsoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and SharePoint  
• Experience with IT asset management and automation tools such as Endpoint Central
• Hands-on experience of dealing with Meraki/Cisco or other next-gen firewalls, data and voice switches
• Mentoring and/or Coaching of junior colleagues with proven results

DESIRABLE:

• Industry certification in: Microsoft MCSE, Microsoft 365, AWS (Amazon Web Services), Cisco certifications
• Awareness / Certification in ITIL v3 or v4
• Experience of AI implementation in IT Operations – automating triage, user requests, etc.
• Project Management qualifications or more extensive experience in handling medium-large scale implementations
• Feeding requirements into RFP/Vendor selection process and assisting in assessments

Competencies

• Analysis and Problem Solving: Uses critical thinking to address problems. Able to perform root cause analysis on complex problems to identify underlying trends and put forward well thought-out solutions to address the causes.
• Listening and Communicating: Focuses on the individual they are communicating with. Writes and expresses thoughts clearly adjusting as necessary to the audience. Asks clarifying questions.
• Collaboration, inclusion, and teamwork: A good team player that is personable, friendly, polite and takes the time to know people. Helps new colleagues and visitors feel welcome. Mentors and encourages junior members.
• Customer focus: Understands the needs of the customer - clarifying requirements and expectations. Adapts as necessary to changing requirements and is responsive, helpful with all requests. Sets high quality for service delivery.
• Planning and Organising: Uses the supplied tools for structured project planning for optimal time use. Balances competing priorities. Promptly Updates people when plans change and keeps them apprised of progress. Adjusts own plans based on FML strategies and plans.
• Initiative: Challenges existing ways of doing things. Looking for continuous improvement without being asked. Identifies ways to improve efficiency and effectiveness in own work and others in the team
• Accountability: Responsible for delivery own work without unnecessary supervision. Always demonstrates integrity and ethical behaviour being a role model for others. Invites constructive feedback adjusting actions accordingly. Thinks through mistakes made and finds ways to prevent reoccurrence.

Fleet Management Limited is committed to diversity, equity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by local laws.