{"id":2599999,"url":"https://alion.io/job/caravel-group-senior-it-support-analyst","title":"Senior IT Support Analyst","company":{"id":4433821,"name":"2025 The Caravel Group Limited","domain":"caravel-group.com","url":"https://alion.io/company/caravel-group","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Singapore"],"countries":["SG"],"hiring_countries":["SG"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":33000,"max_usd":73000,"period":"year","method":"role_seniority_country_cell","sample_n":35},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false},{"name":"SharePoint","optional":false},{"name":"AWS","optional":true},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-30T00:00:00Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-11-01T02:11:47Z","board_verified":true,"closed_at":null,"days_open":32,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":32},"description":"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.\nHeadquartered 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.\nIn 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.\nJob Position Summary\nFleet 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.\nAs 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.\nSupporting 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.\nKey Roles and Responsibilities\nA typical day will include covering responsibilities such as:\n Proactive Service Improvement:\nProblem Management : Reviewing common incidents performing analysis to identify root causes\nDetermine solutions to address root causes proactively and land these changes across the team\nTake ownership of incidents and service requests ensuring successful completion within the SLA (Service Level Agreement)\nSupporting IT Infrastructure covering local and cloud-based systems to ensure alignment with company policies\nManaging Vendors & Finance:\nObtain quotations, manage the purchasing and invoicing for IT equipment / licences to deliver best value for money\nManage IT assets through their lifecycle from purchase to disposal\nActively participate in monthly service reviews with vendors by sharing key points and areas for improvement\nTeamwork & Sharing Knowledge:\nInitiate and lead functional training sessions across Fleet - to help share best practice on tools such as M365\nContribute to broader department goals - such as Hardware Renewals, etc\nMentor and support colleagues within IT Operations\nProject Management:\nLead initiatives across IT Operations to land new tools for end-users and/or internal use including AI capability\nRelationship\nINTERNAL:Daily interaction with all levels of organisation including remote workers, global office workers and ship-board personnel.\nEXTERNAL:Vendors - Suppliers of IT equipment and services\nJob Experience, Functional Knowledge and Qualifications\nESSENTIAL:\nExcellent communication skills in both written and spoken English \n5+ years experience working in Level 1 / Level 2 support role \nProven data-backed evidence in Problem Management demonstrating how to identify and address root causes for recurring issues\nStrong customer focus - clearly identifies needs, managing user expectations and finds creative solutions to meet them\nAbility to independently manage small-scale projects from inception to successful implementation\nMicrosoft Office 365 Suite knowledge in particular Administration, Teams, Outlook and SharePoint \nExperience with IT asset management and automation tools such as Endpoint Central\nHands-on experience of dealing with Meraki/Cisco or other next-gen firewalls, data and voice switches\nMentoring and/or Coaching of junior colleagues with proven results\n DESIRABLE:\nIndustry certification in: Microsoft MCSE, Microsoft 365, AWS (Amazon Web Services), Cisco certifications\nAwareness / Certification in ITIL v3 or v4\nExperience of AI implementation in IT Operations - automating triage, user requests, etc.\nProject Management qualifications or more extensive experience in handling medium-large scale implementations\nFeeding requirements into RFP/Vendor selection process and assisting in assessments\nCompetencies\nAnalysis 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.\nListening and Communicating: Focuses on the individual they are communicating with. Writes and expresses thoughts clearly adjusting as necessary to the audience. Asks clarifying questions.\nCollaboration, 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.\nCustomer 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.\nPlanning 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.\nInitiative: 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\nAccountability: 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.\nFleet 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.","description_format":"text","description_chars":6826,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Equity"],"hiring_locations":[{"name":"Singapore","iso":"SG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T07:55:10Z"}],"visa":[],"liveness":{"score":65,"band":"ok","label":"Likely open","p_open":1,"p_active":0.872,"p_room":0.75,"age_days":32,"expected_fill_days":38,"reasons":["conf:3","velocity","win:late"],"computed_at":"2026-11-01T06:10:25Z"},"pay":null,"html_url":"https://alion.io/job/caravel-group-senior-it-support-analyst","json_url":"https://alion.io/job/caravel-group-senior-it-support-analyst.json","meta":{"generated_at":"2026-11-01T06:44:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10384,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4433821},"rest":"https://alion.io/mcp/rest/get_company?id=4433821"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcaravel-group-senior-it-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcaravel-group-senior-it-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcaravel-group-senior-it-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/caravel-group-senior-it-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcaravel-group-senior-it-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":2599999}},{"tool":"search_jobs","arguments":{"company":"caravel-group.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":2599999},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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