Salary: £40,000 - 80,000 per year Requirements: 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. Responsibilities: 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 and support Service Desk triage when required to 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 practices, 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. Technologies: Cloud CMDB Hardware Support ITIL Security More: At Murphy, we are dedicated to providing better engineered solutions across various infrastructure sectors including transportation, water, power, and natural resources. Our team operates in the UK, Ireland, Canada, and the USA, and we believe in fostering an engaging and collaborative work environment. We prioritize employee development and maintain a culture of innovation alongside a positive work-life balance. As a Senior IT Support Technician, you will be a vital part of our IT team in Stone Cross, Wigan, ensuring the effective delivery and support of IT services. last updated 5 week of 2026