At a Glance
- Tasks: Provide 2nd and 3rd line IT support, ensuring smooth operations across project sites.
- Company: Join a forward-thinking company that values innovation and work-life balance.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Collaborative culture with opportunities for mentorship and growth.
- Why this job: Make a real impact by enhancing IT services and supporting exciting projects.
- Qualifications: Experience in IT support, strong troubleshooting skills, and knowledge of ITIL principles.
The predicted salary is between 40000 - 50000 £ per year.
We are committed to fostering an engaging and collaborative work environment in which each person's career is nurtured and developed. We focus on employee development, providing a culture of innovation and positive work‑life balance.
As a Senior IT Support Technician, you will play a key role within IT Service & Operations, providing 2nd and 3rd line technical support across IT systems, services and end‑user environments. Acting as a senior escalation point, you will ensure the reliable operation, support and continual improvement of existing technologies, while contributing to the delivery, mobilisation and support of new systems and services.
The role has significant responsibility for the mobilisation, operational support and demobilisation of project sites, working closely with internal teams, suppliers and project stakeholders to ensure IT services are delivered effectively, securely and to agreed standards. You will support both business‑as‑usual operations and project activity, helping to drive service improvement, maintain operational standards and promote a consistent, customer‑focused approach across IT Service & Operations.
A day in the life of a Murphy Senior IT Support Technician:
- Provide 2nd and 3rd line technical support across IT systems and services, resolving complex incidents and service requests using remote tools, digital methods and on‑site support where required.
- Act as a senior escalation point within IT Service & Operations, taking ownership of incidents and project‑related issues through to resolution.
- Proactively monitor support queues, support Service Desk triage when required, and help improve resolution times and first‑time fix rates.
- Ensure the stability, availability and performance of IT systems, supporting users across offices and remote project sites.
- Own and manage IT project site mobilisation, operational support and demobilisation activities for approved project requests.
- Coordinate with internal teams and third‑party suppliers to deliver connectivity, communications, managed IT equipment and associated services to project sites.
- Maintain accurate planning and tracking of site activities through the Project Site Planner.
- Provide on‑site IT operational support where required to ensure site readiness and smooth project delivery.
- Support site upgrades, changes and decommissioning activities in line with agreed KPIs and standards.
- Support IT Operations projects and technical deployments, ensuring delivery to agreed timescales, quality and security standards.
- Track risks, dependencies and progress for assigned activities, escalating issues appropriately.
- Drive continuous improvement by reviewing operational and project processes, identifying efficiencies and updating documentation.
- Apply ITIL principles across BAU support and project delivery activities.
- Assist with Business Continuity and Disaster Recovery testing and reporting.
- Ensure all IT equipment and systems are built, configured, documented, asset‑tagged and accurately recorded in the CMDB.
- Manage the delivery, recovery and secure storage of end‑user and project site equipment in line with KPIs.
- Support IT security best practice, responding to SOC‑recommended actions and working with Information Security and Infrastructure teams on device compliance and new security controls.
- Work collaboratively with IT Service Desk, Desktop Support, Infrastructure and Programme teams to deliver consistent, high‑quality services.
- Build effective relationships with internal stakeholders and suppliers, attending service review meetings as required.
- Lead by example, promoting customer service excellence and consistent standards for ticket management, documentation and project work.
- Share knowledge, provide guidance and mentor junior or assistant team members.
Still interested? Does this sound like you?
- Demonstrates strong self‑direction and initiative, progressing work unprompted and anticipating issues before they impact users or project delivery.
- Proven experience providing 2nd / 3rd line IT support in a service‑focused environment.
- Strong technical troubleshooting skills across hardware, software, cloud services, connectivity and end‑user environments.
- Experience supporting and delivering IT services to remote and project‑based sites.
- Knowledge of ITIL principles and service management processes.
- Experience with asset management, CMDB maintenance and configuration control.
- Understanding of IT security best practices and supporting security incident response and remediation.
- Ability to manage multiple priorities across BAU support and project activities.
- Excellent communication skills, both verbal and written, with the ability to work effectively with technical and non‑technical stakeholders.
- Strong interpersonal skills and a collaborative, team‑focused approach.
Location: Stone Cross, Wigan, WA3 3JD.
Senior IT Support Engineer: 2nd/3rd Line, Project Sites employer: J. Murphy & Sons Limited
At our company, we pride ourselves on being an excellent employer by fostering a collaborative and innovative work culture that prioritises employee development and work-life balance. As a Senior IT Support Engineer based in Stone Cross, Wigan, you will have the opportunity to engage in meaningful projects while receiving support for your professional growth, all within a dynamic environment that values customer service excellence and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Senior IT Support Engineer: 2nd/3rd Line, Project Sites
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior IT Support Engineer role.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and ITIL principles. We recommend practising common interview questions related to 2nd and 3rd line support. Show them you’re the go-to person for troubleshooting!
✨Tip Number 3
Don’t forget to showcase your soft skills! Communication is key in this role, so be ready to demonstrate how you’ve effectively collaborated with teams and managed stakeholder expectations in past projects.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Senior IT Support Engineer: 2nd/3rd Line, Project Sites
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Senior IT Support Engineer role. Highlight your 2nd and 3rd line support experience, and don’t forget to mention any project site work you've done!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team at StudySmarter. Share specific examples of how you've tackled complex IT issues and improved service delivery.
Showcase Your Technical Skills:We want to see your technical prowess! Be sure to include relevant certifications and tools you’ve worked with, especially those related to ITIL principles and security best practices. This will help us understand your expertise.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our awesome team!
How to prepare for a job interview at J. Murphy & Sons Limited
✨Know Your Tech Inside Out
Make sure you brush up on your 2nd and 3rd line support skills. Be ready to discuss specific troubleshooting scenarios you've faced, especially with hardware, software, and cloud services. The more examples you can provide, the better!
✨Understand ITIL Principles
Since this role involves applying ITIL principles, it’s crucial to demonstrate your understanding of service management processes. Prepare to talk about how you've implemented these principles in past roles and how they improved service delivery.
✨Showcase Your Project Experience
This position requires managing IT project site mobilisation and support. Be prepared to share your experiences with project-based IT support, including any challenges you faced and how you overcame them. Highlight your ability to coordinate with teams and suppliers.
✨Communicate Effectively
Strong communication skills are key for this role. Practice explaining complex technical issues in simple terms, as you'll need to work with both technical and non-technical stakeholders. Think of examples where your communication made a difference in resolving an issue.
