Senior IT Support Analyst

Who are we looking for and why work at Natural Power?

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.

Roles & 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 & 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.

Compensation for this role typically ranges from $80,000.00 to $100,000.00 annually, with flexibility based on your experience, skills, and unique contributions.

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.

We will offer an engaging, collaborative and fast-paced environment and an excellent benefits package, including Competitive 401k plan, Medical, Dental, Vision, Life, LTD and STD Insurance, HRA, FSA, Paid Parental Leave, 11 holidays (6 public and 5 floating) and Paid Time Off.

Our work & culture

We have been pioneers of positive renewable change at Natural Power for 25 years. If you’re looking for a job in the renewable energy industry, we could be just the place to advance your career.

Our values are at the very heart of what we do every day. By working with us, you’ll be joining a diverse international community of experts who are innovative, inclusive and supportive of your own personal development. We also provide the highest quality of expertise, innovation and client commitment globally. These are just some of the great things you can help to deliver as part of our team.

Diversity and Inclusion

Natural Power is an equal opportunities employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Natural Power reserves the right to remove this vacancy at any time.

Want to find out more?

You can find the full role profile for this vacancy attached below. Details of all of our currently available opportunities can be found on our website www.naturalpower.com/careers After the closing date, this role profile won’t be available on our website, so please save a copy when you apply.