Technology Site Support

Overview

Fortescue Zero’s mission is to be the world leader in zero emission power systems. We are developing and manufacturing technologies to decarbonise our planet. We are expanding across the UK, US and Australia and becoming a global company. As part of Fortescue, our vision is to be the number one integrated green technology, energy, and metals company.

An opportunity has arisen for a Technology Site Support to join the IT department in a rapidly expanding and exciting work environment.

About The Role

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.

• 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.

• 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 Service Now, 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.

• Maintain site-level asset records using Hardware Asset Management (HAM) practices in Service Now.
• 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.

• 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.

• 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,…