3rd Line Support in Birkenhead

DEPARTMENT OVERVIEW
The MJ Quinn Technology and Services Department supports approximately 5,000 people across our platforms, workforce, and locations. The department has full ownership of our Microsoft modern workplace solutions, combined with Microsoft Dynamics, ensuring robust and innovative IT services for the business.

JOB OBJECTIVE
The 3rd Line IT Support role is a critical position within the IT department, providing the highest level of technical support. The postholder will possess extensive knowledge of IT systems, networks, and applications, and will demonstrate excellent problem-solving and analytical skills. This role involves working closely with various departments to ensure that IT systems are managed and optimised to meet business needs and objectives.

TERMS AND CONDITIONS

• Working Conditions: Details
• Department: Technology Services
• Reports to: IT Manager
• Hours of Work: Monday-Friday 09:00-17:00
• Rate of Pay: £32,000-£42,000 p/a
• Work Location: MJ Quinn Training Academy – Millbrook Court
• Travel Requirements: Travel to and from other office required on ad hoc basis
• Holiday Entitlements: Standard 33 days including Bank Holidays
• Benefits: Standard Benefits Package

KEY RESPONSIBILITIES

• Provide expert-level technical support for complex IT issues, ensuring timely and effective resolution, fully documented in the ITSM solution.
• Handle escalated incidents from 1st and 2nd line support, performing thorough diagnostics and root cause analysis.
• Conduct Post Incident Reviews where users report unresolved issues that have subsequently been resolved at 3rd line.
• Oversee the maintenance and optimisation of IT systems and infrastructure to ensure peak performance and reliability.
• Manage and troubleshoot network infrastructure, including servers, switches, routers, and firewalls.
• Implement and maintain robust security measures to protect IT systems and data from threats and vulnerabilities.
• Create and maintain detailed documentation of system configurations, processes, procedures, and knowledgebase articles.
• Provide guidance and training to junior support staff, fostering a culture of continuous learning and improvement.
• Lead IT projects, including system upgrades, migrations, and deployments.

PERSON SPECIFICATION

• Comprehensive experience within IT support, operating in a 3rd line support role or similar.
• Recent Microsoft certifications are essential.
• Strong understanding of business processes and how technology can support and improve them.
• Strong analytical and troubleshooting abilities, with a methodical approach to resolving complex issues.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly to non-technical stakeholders.
• Ability to provide varying levels of documentation, including project estimation, network schematics, and quotations for approvals.
• Effective team player, able to collaborate with colleagues across departments.
• Flexible and adaptable to changing technologies and a dynamic work environment.
• Relevant certifications such as CCNA, MCSE, CompTIA Security+, or ITIL are highly desirable.
• Experience with cloud computing platforms such as AWS, Azure, or Google Cloud.
• GCSE grade B or above in Mathematics and English (or equivalent).
• Legal right to work in the UK.
• A full UK valid Driving Licence.

DIVERSITY STATEMENT
MJ Quinn is committed to promoting an environment that values diversity. All staff are responsible for ensuring that all employees, customers, suppliers, and visitors are treated equally and fairly and not discriminated against on the grounds of age, disability, gender reassignment, marriage & civil partnerships, pregnancy & Maternity, race, religion or belief, sex, or sexual orientation. MJ Quinn welcomes applications from a diverse range of candidates regardless of their background, disability or gender and is committed to creating a workforce as diverse as the communities we serve.

SUSTAINABILITY
MJ Quinn is committed to, and is investing in, a sustainable future as this is vital for the planet, our communities, customers, and business. Our sustainability goals are shaped in accordance with wider business objectives and the core foundations of sustainable development. We have a strong history of engaging with our people and we view sustainability no differently. For MJ Quinn this means creating space for proactive participation in the discussions that shape our sustainability aspirations, learning opportunities at all levels, and harnessing employee passion.

ABOUT MJ QUINN
MJ Quinn is a UK-based infrastructure services provider specialising in delivering comprehensive, end-to-end solutions across a range of industries, including telecommunications, utilities, and mechanical and electrical engineering. Guided by a commitment to quality, innovation, and sustainability, we offer tailored services encompassing design, installation, maintenance, and project management. Partnering with leading organisations, we successfully execute complex projects by leveraging advanced technology and the expertise of our skilled workforce. Our customer-centric approach ensures efficient, reliable service delivery while maintaining our focus on building long-term, sustainable solutions. At MJ Quinn, our purpose is to play a vital role in maintaining and enhancing critical infrastructure, connecting and supporting communities and businesses across the UK.

OUR CORE VALUES
People-Focused: We prioritise the well-being, growth, and success of our team and partners.
Safety Always Matters: We are unwavering in our commitment to ensuring a safe environment for all.
Operational Excellence: We strive for the highest standards of quality, efficiency, and continuous improvement.
Sustaining Our Future: We are dedicated to delivering sustainable solutions that positively impact the environment and society.

Join MJ Quinn, where we combine innovation, expertise, and a values-driven culture to deliver excellence in every project.

This job description is not an exhaustive list of duties. You may be required to undertake additional tasks that are reasonable and relevant to your role, in line with the organisation's business objectives. The job description will be reviewed and updated as the role evolves to reflect company activities and role requirements. Any changes will be made following consultation with you and in compliance with employment law and equality legislation.