Senior Help Desk Technician

RXinsider LTD.; Reading; On-site; GBP 42,000 - 54,000; Full time

Job summary

Cold Chain Technologies is seeking a Senior Helpdesk Technician to join our team in Theale. You will deliver high-quality IT support across the organisation, acting as the main contact for requests and escalation of complex issues.

You will support Windows 11, Microsoft 365, AD Entra ID, and cloud services, assisting remote and hybrid users, deploying endpoints, and maintaining security and compliance. The role covers incident management, ERP and business applications (Epicor), and collaboration

Qualifications

• Minimum 5 years' IT helpdesk or desktop support in an enterprise.
• Strong knowledge of Windows 11, M365, AD, Entra ID, Exchange Online and Teams.
• Experience with Intune, endpoint management and MDM.
• Proven ability to diagnose and resolve complex IT issues.
• Familiar with ITSM tools such as Freshdesk and incident management.
• Experience with Azure services and VPN networking.
• Excellent customer service and communication skills.

Responsibilities

• Act as the main contact for IT support, delivering service within SLAs.
• Provide multi-level support for hardware, software, network, cloud, and business apps.
• Escalate complex issues and perform root cause analysis.
• Maintain ticket updates and documentation throughout lifecycle.
• Support Windows devices, printers, mobile devices, and collaboration tools.
• Assist with identity and access management using Entra ID and AD.
• Support infrastructure, cloud services, and ERP systems (Epicor).
• Participate in IT projects and service improvements.

Skills

Windows 11

Microsoft 365

Active Directory

Entra ID

Exchange Online

Teams

Intune

Endpoint management

Remote support

VPN

DNS/DHCP

Troubleshooting

ITIL

Mobile devices

Printer support

Tools

Epicor ERP

Freshdesk

Azure

Intune

Job description

Cold Chain Technologies supports the global pharmaceutical and life science industries delivering lifesaving temperature controlled shipments. Our uniquely innovative containers maintain the cold chain, preventing shipments being spoiled or delayed, and delivering temperature sensitive products to patients on time and to help save lives.

To support our ongoing growth, we are looking for a Senior Helpdesk Technician to join our team based in Theale.

The Senior Helpdesk Technician delivers high-quality technical support across the organisation, serving as the main contact for IT requests and escalation point for complex issues. The role supports reliable, secure, and efficient IT services across end-user technology, infrastructure, cloud platforms, enterprise applications, and warehouse systems.

Working with the IT team, stakeholders, and vendors, the role supports daily operations, service improvement, cybersecurity, and technology and promoting service desk best practice.

Key Responsibilities

Service Desk & Incident Management

• Act as the main contact for IT support, delivering excellent service and resolving incidents and requests within SLAs.
• Provide first-, second-, and advanced-level support for hardware, software, network, cloud, and business application issues.
• Escalate and resolve complex issues, completing root cause analysis and applying lasting fixes where possible.
• Prioritise, manage, and resolve incidents, requests, and problems through the ITSM platform.
• Monitor support queues to ensure timely responses, resolutions, and user communication.
• Coordinate escalations with internal specialists or vendors as needed.
• Maintain accurate ticket updates, documentation, and closure details.

End User Support

• Install, configure, maintain, and troubleshoot Windows 11 devices, mobiles, printers, Microsoft 365, Teams, business applications, VoIP, AV, and network-connected devices.
• Support remote and hybrid users with remote support tools.
• Deliver workstation deployments, hardware upgrades, OS migrations, and lifecycle refreshes.
• Deploy, configure, and maintain end-user devices according to organisational standards.

Identity & Access Management

• Administer user accounts, security groups, permissions, and mailboxes across Active Directory, Microsoft Entra ID, and Microsoft 365.
• Manage onboarding, offboarding, and access changes in line with security policies.
• Support MFA, SSO, and conditional access policies.

Infrastructure & Cloud Support

• Support Windows Server, virtualisation, cloud services, and core IT infrastructure.
• Administer and troubleshoot Azure, Microsoft 365, file/print services, DNS, DHCP, TCP/IP, VPN, LAN/WAN, and wireless networking.
• Assist with infrastructure upgrades and maintenance.

Endpoint Management

• Support endpoint management platforms, including Microsoft Intune and SCCM where applicable.
• Deploy software, updates, patches, and configuration changes.
• Manage MDM solutions and corporate mobile devices.
• Ensure endpoints meet organisational security standards.

ERP & Business Applications

• Support ERP platforms, including Epicor, and other critical business applications.
• Assist users with troubleshooting, access, functional issues, testing, and enhancements.
• Work with stakeholders and vendors to resolve application issues.
• Support application upgrades and changes.

Warehouse & Operational Technology

• Support warehouse and production technologies, including barcode scanners, RF devices, label printers, shipping systems, and ERP-integrated equipment.
• Troubleshoot connectivity, hardware, and application issues to minimise downtime.

Cybersecurity & Compliance

• Support cybersecurity initiatives, including MFA, endpoint protection, email security, vulnerability remediation, and awareness activities.
• Assist with security incident investigation and remediation.
• Monitor compliance with security policies, standards, and best practices.
• Ensure timely security updates and patches.
• Support audits and compliance reporting where required.

Asset & Licence Management

• Maintain accurate lifecycle records for IT assets.
• Track hardware, software licences, warranties, and allocations.
• Coordinate procurement, disposal, and refresh activities.
• Keep asset registers current and accurate.

Project Delivery

• Participate in IT projects such as relocations, infrastructure upgrades, cloud migrations, Microsoft 365 implementations, hardware refreshes, software deployments, and network upgrades.
• Support planning, testing, deployment, documentation, and post-implementation reviews.
• Coordinate with vendors and third parties to deliver project outcomes.

Service Improvement

• Drive ITIL-aligned continual service improvement.
• Support reporting, service metrics, and operational planning as required.
• Improve IT support processes, automation, and user experience.
• Create and maintain technical documentation, SOPs, knowledge base articles, support guides, and FAQs.
• Document recurring issues and share knowledge to improve service desk efficiency.

Qualifications & Technical Skills

Essential

• Minimum 5 years' IT helpdesk, desktop support, or technical support experience in an enterprise environment.
• Strong knowledge of Windows 11, Microsoft 365, Active Directory, Entra ID, Exchange Online, Teams, Intune, endpoint management, remote support, MDM, printers, peripherals, and endpoint security.
• Solid networking knowledge, including TCP/IP, DNS, DHCP, VPN, LAN/WAN, and wireless networking.
• Experience supporting Microsoft Azure services.
• Experience with ERP systems, preferably Epicor.
• Experience with VoIP and unified communications platforms.
• Experience using ITSM/ticketing platforms such as Freshdesk.
• Strong troubleshooting and root cause analysis skills.

Preferred Certifications

• CompTIA A+, Network+, or Security+
• Microsoft Endpoint Administrator or Modern Desktop Administrator Associate
• Microsoft Azure Fundamentals (AZ-900) or Azure Administrator (AZ-104)
• ITIL Foundation

Competencies

• Excellent customer service, interpersonal, and communication skills.
• Strong analytical and troubleshooting ability.
• Able to prioritise competing workloads in a fast-paced environment.
• Strong organisation, time management, attention to detail, and quality focus.
• Works independently and collaboratively.
• Takes ownership and accountability for service delivery.
• Proactively identifies and implements service improvements.
• Committed to continuous learning and professional development.
• Able to mentor junior team members and promote knowledge sharing.

Working Conditions

• Participate in an on-call rota as required.
• Occasional evening or weekend work for maintenance and projects.
• Travel between company sites as required.
• Work across office, warehouse, manufacturing, and distribution environments.
• Lift and install standard IT equipment where required.

Please note that we are not able to sponsor employment visas at this time.

Cold Chain Technologies is committed to Equal Opportunities in employment and service delivery.The policies and practices of the Company aim to promote an environment that is free from all forms of unlawful and unfair discrimination and values the diversity of all people.