Murphy
Senior IT Support Technician
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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. So that our teams out on projects can run smoothly, it is vital that we have robust support functions in place.
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.
About the Role
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.
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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.
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What’s in it for you?
- 27 days holiday, plus bank holidays, with the option to buy an additional 2 days holiday each year, holidays increase with length of service
- Discretionary annual bonus and annual salary review
- Above market rate contributory pension scheme
- Life assurance, health screening, and enhanced sick pay
- Enhanced maternity and paternity pay and a maternity returners bonus
- Extra weeks holiday for all employees getting married and a wedding bonus
- Subsidised canteen facilities in core locations
- Dedicated and continued investment in your professional development
- Other Murphy benefits include retail discounts and cashback, discounted gym memberships, cycle to work scheme, etc.
About Murphy
Murphy is formally recognised as a sector-leading employer, Platinum Investors In People accredited, along with reported operating profit up 57% on the prior year. At Murphy, we are incredibly proud of our diverse workforce. Not only do our people represent over 60 different nationalities, but they also represent a wide range of backgrounds, ethnicities, and ages. With a forward order book of £5.4bn and £23m Invested in environmentally friendly plant in 2024, there really is #MoretoMurphy
If you are unable to apply via the usual process, please call Lorna Rhodes on 07801 960464 to discuss in more detail.
Murphy is unable to employ anyone who does not have the legal right to live and work in the UK
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