Senior IT Support Technician

Our client is currently seeking a Senior IT Support Technician to join their IT team at Stone Cross, Wigan. Operating within the technology sector, our client provides better-engineered solutions to infrastructure sectors including transportation, water, power, and natural resources. It is crucial to have robust IT support to ensure that teams on various projects run smoothly., * Provide 2nd and 3rd line technical support across IT systems and services, resolving complex incidents and service requests.

• 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, 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.
• 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.
• Support IT Operations projects and technical deployments, ensuring delivery to agreed timescales, quality, and security standards.
• Drive continuous improvement by reviewing operational and project processes, identifying efficiencies, and updating documentation.

• 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.
• Understanding of IT security best practices and supporting security incident response and remediation.
• 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.
• Demonstrates strong self-direction and initiative, progressing work unprompted and anticipating issues before they impact users or project delivery.

• 27 days holiday plus bank holidays, with the option to buy an additional 2 days each year.
• 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.
• Extended holiday and a wedding bonus for employees getting married.
• Subsidised canteen facilities at core locations.
• Dedicated and continued investment in your professional development.
• Retail discounts, cashback, discounted gym memberships, cycle to work scheme, and other benefits.