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 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.