Job Purpose / Overview
This role is responsible for managing the product life cycle of all service incidents and all service requests.
This role ensures timely resolution of IT issues, maintains high service standards, and supports the smooth operation of business systems, hardware, and software.
The successful candidate will be customer‑focused, technically competent, and able to troubleshoot issues efficiently while delivering an excellent user experience. They will work alongside Fidra’s Managed Service Provider to deliver IT support services to the business.
Operating Environment
Fidra Energy ("Fidra") is a battery energy storage system ("BESS") platform, backed by EIG and National Wealth Fund, and headquartered in Edinburgh, UK. Fidra currently has a ~3GW secured pipeline in the UK comprising Thorpe Marsh (1.4GW), West Burton C (500MW) and Bicker Fen 1 & 2 (1.2GW). Thorpe Marsh, Europe’s largest battery development project, secured funding in September 2025 to progress into construction. We are targeting delivery of a 10GW portfolio of projects in development, construction and operation in the UK and major European markets by 2030.
This role reports to the Information Technology and Business Information Director.
Principal Accountabilities
- Provide first‑time resolution by troubleshooting and diagnosing or escalating faults (or both) to the appropriate resolver groups, both internal & external
- Implement approved IT service requests for end users
- Define & carry out the necessary functional and non‑functional testing to ensure incidents & request resolutions are fit for purpose
- Provide technical support to users
- Support basic networking issues (Wi‑Fi connectivity, VPN access, printer configuration)
- Support basic updated to Fidra websites
- Support basic administration of Fidra corporate systems such as Sage Intacct, Emburse and Egnyte
- Maintain hardware/software patching/updates as required
- Provision of hardware equipment (laptops, peripherals etc) for end users
- Development of user guides and training packages
- Issue tracking and development of key KPIs
- Management of external support contract and performance
- Ensure compliance with IT security policies and best practice
- Assist with IT projects and system upgrades as required
Principal Responsibilities are described below:
Principal Responsibilities
- Asset and configuration management – You will maintain secure configuration and accurate information, controlling IT assets in one or more significant areas. You will verify the location and state of assets.
- Change management – You will implement changes based on requests for change. You will apply change control procedures.
- Continual service improvement – You will show an awareness of developing process efficiency and common ways in which processes are optimised. You will support specific activities to improve development processes. You will spot or identify obvious deficiencies.
- Incident management – You will identify and register incidents, gathering the required information and allocating it to the appropriate channel.
- Ownership and initiative – You will own an issue until a new owner has been found or the problem has been mitigated or resolved.
- Problem management – You will investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational). You will contribute to the implementation of remedies and preventative measures.
- Service focus – You will take inputs and establish coherent frameworks that work.
- Service reporting – You will collate data from depositories and provide basic reporting.
- Technical specialism – You will assist in technical support activities and carry out agreed or routine maintenance and administration tasks.
- Technical understanding – You will show an awareness of the relevant subject matter and a high level understanding of what it involves.
- Testing – You will correctly execute test scripts. You will understand the role of testing and how it works.
- User focus – You will identify and engage with users or stakeholders to understand their needs.
This list is not exhaustive:
Additional Skills
- Customer‑focused and approachable
- Patient and able to explain technical issues clearly
- Organised with strong attention to detail
- Proactive and solution‑oriented
- Team player with a collaborative mindset
Knowledge, Skills, Qualifications & Experience
Knowledge & Skills
Essential
- Well organised and disciplined with track record in delivery
- A self‑starter with a desire to learn quickly and thrive in a high performance environment
- Excellent Communication skills
- Excellent time management to balance long term initiatives with ad‑hoc and routine tasks
- Ability to prioritise workload and manage multiple requests
- Proficient in end user computing technologies, including Microsoft Intune, Patch My PC, Physical hardware, and Office 365
- Familiarity with infrastructure integration, including network connectivity, Active Directory, and cloud services
- Exposure to working in a fast‑paced environment, with the ability to take ownership of day‑to‑day incidents & service requests from creation through to resolution
- Ability to perform remote troubleshooting, providing clear instructions to achieve resolution
- Strong troubleshooting and problem‑solving skills
Desirable
- An understanding of the NIS framework
Qualifications & Experience
Essential
- Minimum of 3 years’ experience in end user computing
- Experience in an IT Desktop Support or similar role
- Experience of working closely with third parties & vendors
- A working knowledge of Active Directory, Microsoft 365, and Windows desktop/server operating systems
- Basic understanding of networking concepts such as DNS, DHCP, and TCP/IP
- IT‑related qualification (e.g., CompTIA A+, ITIL Foundation)
Desirable
- Experience with remote desktop tools
- Wordpress experience
- Ideally experience working within regulated environments
- Ideally experience of both Information Technology (IT) and Operating Technology (OT) environment and how these interact/overlap with each other
- Ideally experience with ITSM tools e.g. Freshservice
Key Competencies
- Technical Troubleshooting – Ability to diagnose, analyse and resolve hardware, software and network issues efficiently, identifying root causes and implementing effective solutions.
- Customer Service Orientation – Demonstrates a strong commitment to delivering a positive user experience, responding to queries professionally, patiently and in a timely manner.
- Communication Skills – Explains technical information clearly and concisely to non‑technical users, both verbally and in writing.
- Problem Solving & Analytical Thinking – Applies logical thinking to assess issues, evaluate options and determine appropriate resolutions.
- Time Management & Prioritisation – Effectively manages multiple support requests, prioritising workload in line with business impact and SLA requirements.
- Attention to Detail – Maintains accurate ticket documentation and ensures correct system configurations and user access controls.
- Teamwork & Collaboration – Works collaboratively with IT colleagues and wider business teams to resolve issues and support organisational objectives.
- Adaptability & Continuous Learning – Keeps up to date with evolving technologies and demonstrates willingness to learn new systems and tools.
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