Technology Site Support

Role Purpose

This role provides exceptional on-site technology support across Fortescue’s UK offices. This includes hands-on assistance in a rotating manner through the UK Tech Hub locations, including Kidlington, Banbury and London locations. The role provides in-person support for end users, managing local technology assets, and ensuring the consistent delivery of a high-quality user experience aligned to Fortescue’s global standards.

The role forms part of Fortescue’s global Site Support function and works closely with the Perth-based Technology Service Management team, the Global Service Desk, and the Global Technology Operations Centre (GTOC). The team supports the wider business by resolving incidents, fulfilling requests, and maintaining technology services according to IT Service Management (ITSM) and IT Operations Management (ITOM) practices.

The position also plays a key role in supporting Fortescue Executives visiting the UK offices, ensuring seamless technology experiences in coordination with the Executive Support team in Perth.

This role requires a proactive and customer-focused professional who is passionate about technology, thrives in a fast-paced environment, and takes ownership of delivering high-quality service outcomes. The successful candidate will uphold Fortescue’s Service Management practices, including Hardware Asset Management (HAM), while fostering collaboration, professionalism, and continuous improvement across the UK region.

Operational Duties

Customer Satisfaction and Executive Support

• Deliver outstanding customer service and maintain professional, courteous relationships with end users.
• Provide in-person technology support via the UK Tech Hub (various office locations) and through on-site visits to other UK offices as required.
• Support visiting Executives, ensuring seamless technology experiences in coordination with the Perth Executive Support team.
• Act as the “voice of the customer,” promoting a culture of service excellence and continuous improvement.
  
  

Incident, Request & Problem Management

• Provide hands-on support for all technology services under Fortescue’s operational responsibility, including networks, hardware, software, collaboration tools, and mobile devices.
• Accurately log and manage all jobs in ServiceNow, ensuring high-quality notes, appropriate categorisation, and correct closure codes.
• Collaborate with the Service Desk, GTOC, and resolver groups to ensure timely resolution of issues and escalation of complex incidents.
• Adhere to ITIL-aligned processes across Incident, Request, Change, and Problem Management.
  
  

Asset Management & Stock Control

• Maintain site-level asset records using Hardware Asset Management (HAM) practices in ServiceNow.
• Manage stock levels, ensuring assets are accurately recorded, tracked, and decommissioned.
• Ensure new starter onboarding timelines are met, and support with new employee intake briefings.
• Support procurement, hardware deployment, and device lifecycle management in collaboration with global ITAM teams.
  
  

Knowledge, Documentation & Process Improvement

• Follow Knowledge Articles and Work Instructions to resolve issues effectively and consistently.
• Contribute to the creation and improvement of documentation and knowledge content.
• Identify opportunities to streamline support processes or automate repeatable tasks.
• Participate in process improvement activities with the Service Management team to align UK operations with global standards.
  
  

Site Accountability

• Point of contact and initial triage of the UK offices for all requests and issues
• Support office relocations, technology upgrades, and light project work as directed by FIT leadership
• Support corporate and business wide meetings, video conferencing, and testing where required
• Maintains asset control of all Technology peripherals - ensuring stock levels are always maintained within ServiceNow
  
  

Self-Development & Team Contribution

• Maintain awareness of emerging technologies and industry trends
• Pursue personal development through relevant certifications and training
• Contribute to team success by sharing knowledge and assisting colleagues as needed
• Promote and embody Fortescue’s values in all interactions
  
  

Health, Safety & Environment

• Meet all responsibilities as outlined in the Fortescue Health, Safety and Environment Policies.
• Participate in any training and safety initiatives implemented by the company
• Follows all relevant processes required to on a Fortescue site (emergency, PPE, etc.)
• Comply with all safety directives, and work instructions, immediately report any incident or potential hazard to their supervisor
• Correctly utilise PPE
• Complete all Mandatory and elective training in SuccessFactors
  
  

Key Relationships

• Technology Service Delivery Lead – UK: Receive direction, prioritisation, and performance feedback; escalate complex issues for support.
• Service Management Team (Perth): Collaborate to ensure alignment with global ITSM and ITOM practices, including consistent use of ServiceNow, HAM, and operational standards.
• Global Service Desk & GTOC: Partner to manage escalations, knowledge sharing, and service handoffs.
• Perth Technology Site Support Team: Engage regularly to maintain consistency in processes, tools, and user experience across regions.
• FIT resolver groups and project teams: Support delivery of local initiatives, deployments, and minor projects.
• Fortescue Executives and staff: Deliver professional, efficient, and courteous technology support.
• Technology Vendors: Liaise and coordinate with external vendors to manage equipment deliveries, maintenance, and warranty activities, ensuring alignment with internal support processes.
  
  

Experience And Qualifications

• Minimum 3 years in an IT support or desktop engineering role within a corporate environment.
• ITIL v4 Foundation (minimum).
• Tertiary qualification in Information Technology or equivalent experience.
• Microsoft or customer service certifications (highly desirable).
• Proven experience providing end-user and device support, both hands-on and remotely.
• Experience with ITSM practices for handling incidents, requests, changes, and problems.
• Exposure to Hardware Asset Management (HAM) processes including stock, asset tracking, and lifecycle management.
• Experience supporting executives and senior stakeholders, ensuring discretion and service excellence.
• Familiarity with ITIL-based environments and enterprise collaboration tools.
• Experience managing meeting room technologies
• Experience supporting digital signage platforms
• Exposure to managing Event Audio Visual support
• Proficiency in Windows and macOS operating systems, M365, Teams, and Intune.
• Awareness of endpoint security, networking fundamentals, and collaboration systems.
• Understanding of ITOM practices such as event and configuration management.
• Working knowledge of ServiceNow or equivalent ITSM platforms
• Experience administering devices within Intune (e.g. mobiles, tablets, EUC)
• Knowledge in Microsoft Teams Room
  
  

Required Skills

• Excellent customer service and communication skills, with the ability to convey complex technical issues clearly.
• Strong troubleshooting and analytical abilities with a focus on problem resolution.
• Well-organised and capable of managing multiple competing priorities.
• Collaborative mindset, contributing to a positive, team-focused culture.
• Ability to work independently while maintaining alignment with global processes.
• Professional, proactive, and respectful approach when interacting with executives and senior stakeholders.
• Flexibility to accommodate cross-time zone working.
  
  

Role based full-time in the UK with rotating travel between operational sites expected – this is crucial to maintaining strong links and effective communication, and will include all UK Tech Hub locations, including Kidlington, Banbury and London locations.