IT Technology Analyst

About the role

Do you want to join our Geo-data revolution? Fugro's global reach and unique know-how will put the world at your fingertips. Our love of exploration and technical expertise helps us to provide our clients with invaluable insights. We source and make sense of the most relevant Geo-data for their needs, so they can design, build, and operate their assets more safely, sustainably, and efficiently. But we're always looking for new talent to take the next step with us. For bright minds who enjoy meaningful work and want to push our pioneering spirit further. For individuals who can take the initiative but work well within a team. Job Purpose: The IT Support Analyst is a hands-on technical role responsible for supporting, maintaining, and continuously improving enterprise IT infrastructure across on‑premises and cloud environments. The role serves as a Level 2 escalation point for complex technical issues, leads regional technical initiatives, and actively drives improvements in automation, monitoring, security, and operational excellence. This position is intended for a technically strong engineer and is not suited for a coordination-only or helpdesk-only profile. The successful candidate will demonstrate proven experience across cloud platforms, virtualization, networking, monitoring, backup solutions, security tools, and automation technologies. The global IT organization is evolving toward business-focused services and streamlined operations. As part of this transformation, the IT Support Analyst is expected to actively participate in standardization initiatives, contribute to service improvement efforts, and take ownership of implementing technical enhancements that improve overall support quality and efficiency. This role will be considered successful when: Technical support is delivered in a timely, effective, and high-quality manner. Customer service expectations are consistently met or exceeded. The IT organization operates efficiently and effectively, supported by stable systems, improved processes, and proactive technical improvements.

Responsibilities

• End-user support/IT Infrastructure Support:
• Act as a Level 2 (L2) escalation point, supporting HALO ITSM tickets and resolving complex issues across infrastructure, cloud, networking, and virtualized environments.
• Hold end‑to‑end responsibility for the operational health, availability, stability, and performance of regional IT infrastructure and services.
• Own and provide technical accountability for assigned platforms across on‑premises and/or cloud environments.
• Work directly with business stakeholders to resolve advanced technical issues and translate business requirements into effective technical solutions.
• Proactively prevent incidents through monitoring, analysis, and automation, and reduce recurrence by performing root Cause Analysis (RCA) and implementing corrective actions.
• Restore failed IT services rapidly and efficiently, minimizing business impact, and escalate unresolved or high‑risk issues to global domain owners when required.
• Participate in and contribute to local, regional, and global IT projects, supporting standards, roadmaps, and infrastructure modernization initiatives.
• Create and maintain technical documentation, including solutions, known errors, and operational procedures, and perform routine operational tasks to meet defined Service Level Agreements (SLAs).
• Acts as a escalation point (L2) supporting HALO ITSM tickets and resolving complex infrastructure, cloud, network, and VM environment issues
• Holds end‑to‑end responsibility for the operational health, availability, and stability of regional IT infrastructure and services
• Owns and provides technical accountability for assigned platforms (on‑premises and/or cloud).
• Works directly with the business to resolve advanced technical issues and translate business requirements into technical solutions
• Proactively prevents incidents through monitoring, analysis, and automation, and reduces recurrence via root cause analysis (RCA)
• Restores failed IT services quickly while minimizing business impact and escalates unresolved issues to global domain owners.
• Participates in and implements local, Regional, and Global IT projects, contributing to standards, roadmaps, and modernization initiatives.
• Documents solutions, known errors, and operational procedures, and performs routine tasks to meet defined SLAs .
• Manage Regional IT Infrastructure services:
• Manage and support VMware vSphere / ESXi platforms including VM lifecycle, performance, and capacity.
• Provide hands-on support for AWS and/or Microsoft Azure environments (basic to intermediate level).
• Support virtual servers, storage, and platform services across on-prem and hybrid environments. Proactively detect performance, capacity, and availability risks.
• Troubleshoot and support enterprise networking, including LAN, WAN, DNS, DHCP, VLANs, VPNs, and firewalls.
• Perform traffic analysis and connectivity trou

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