Location: Clydebank, Scotland
Onsite + Hybrid Working Options
Travel Requirements: Flexibility to travel to sites as required, both domestically and internationally
Role Overview:
We are looking for a Senior Service Delivery Analyst to join our Service Delivery Team in a second-line capacity. This role is focused on supporting, maintaining, and enhancing IT infrastructure across a global fleet of vessels. The successful candidate will provide remote technical support and will occasionally travel on-site to deliver in-person assistance. This is an excellent opportunity to join a well nurtured team, deepen your technical expertise and grow within a diverse, international environment.
Key Responsibilities:
* Deliver second-line remote support to vessel-based personnel, with occasional on-site travel for critical tasks.
* Install, configure, and troubleshoot a variety of hardware and software including servers, laptops, mobile devices, storage systems, and networking equipment.
* Assist in designing and implementing onboard IT infrastructure for new and existing vessels.
* Monitor systems to ensure optimal performance and reliability.
* Conduct routine system and network upgrades.
* Enforce IT security protocols and manage backup systems.
* Coordinate with external vendors and service providers for issue resolution and project execution.
* Manage and resolve incidents in line with SLAs using ITSM tools.
* Participate in IT onboarding and vessel refresh projects.
* Develop and maintain internal knowledge base documentation.
* Recommend service improvements and contribute to process enhancement.
* Support end-user training and communication related to IT procedures.
* Mentor junior support analysts when required.
* Attend meetings on incidents, changes, and project updates.
* Follow standardised procedures for Incident, Change, and Problem Management.
Candidate Requirements:
* HNC/HND or equivalent relevant experience.
* Strong background in a fast-paced IT support environment, ideally with remote user support.
* Excellent problem-solving and communication skills.
Technical Experience Required:
* Networking fundamentals (DNS, DHCP, VLANs, Routing).
* Desktop, thin client, mobile, and printer hardware support.
* Windows 7 & 10: installation and support.
* Windows Server Technologies.
* Synology and SCALE storage platforms.
* Hyper-V virtualisation.
* Antivirus software administration.
* Active Directory and Microsoft Exchange.
* Microsoft Azure (fundamentals).
* Microsoft Intune MDM.
* Office 365 Administration.
* VPN and remote access tools.
* System Centre Configuration Manager (SCCM).
* ITSM platforms (e.g., Freshservice).
Employee Benefits:
* 30 days of annual leave, plus an additional day off for your birthday
* Option to buy or sell up to 5 additional leave days per year
* 12.5% non-contributory pension
* Bupa private medical insurance
* Hybrid working model offering flexibility between home and office
* Subsidised onsite lunches
* Free electric vehicle charging stations and parking facilities
To be considered for this role please apply today or contact Sophie at Nine Twenty for more details.