Senior IT Support Technician in Wigan

Murphy is recruiting for a Senior IT Support Technician to work with the IT team at Stone Cross - Wigan - WA3 3JD. Operating in the United Kingdom, Ireland, Canada and the USA, Murphy provides better engineered solutions to infrastructure sectors including transportation, water, power and natural resources. 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.