Senior IT Helpdesk & Cloud Support Lead

Tower Cold Chain; Theale; On-site; GBP 35,000 - 50,000; Full time

Job summary

Cold Chain Technologies, based in Theale, seeks a Senior Helpdesk Technician to deliver high-quality IT support across end-user devices, cloud platforms, and enterprise applications. You will be the main contact for IT requests and escalation of complex issues, ensuring service quality and SLA adherence.

The role covers Windows 11, Microsoft 365, AD/Entra ID, Azure, and ERP systems. You will work with stakeholders, vendors, and the IT team to maintain secure, reliable IT services across the

Qualifications

• 5+ years IT helpdesk/desktop support in an enterprise environment.
• Strong knowledge of Windows 11, Microsoft 365, Active Directory, Entra ID, Exchange Online, Teams, and Intune.
• Excellent networking knowledge: TCP/IP, DNS, DHCP, VPN, LAN/WAN, Wi-Fi.
• Experience with Microsoft Azure services and ERP systems (Epicor).
• Experience with VoIP, ITSM tools (Freshdesk).
• Industry standard security practices and incident handling.

Responsibilities

• Act as main contact for IT support; resolve incidents within SLAs.
• Provide multi-level support for hardware, software, network, cloud, and apps.
• Escalate complex issues and perform root-cause analysis.
• Manage incidents, requests, and problems via ITSM platform.
• Support Windows 11 devices, mobile, printers, and MS 365 apps.
• Administer AD/Entra ID, mailboxes, and access policies.
• Support Azure services, DNS/DHCP, VPN, and network services.
• Manage endpoint management via Intune/MDM; ensure security standards.
• Assist ERP users (Epicor) and other business apps; participate upgrades.
• Support warehouse tech and barcode/scanner devices; troubleshoot connectivity.
• Contribute to cybersecurity initiatives and policy compliance.

Skills

Windows 11

Microsoft 365

Active Directory

Entra ID

Exchange Online

Teams

Intune

MDM

VPN

DNS

DHCP

TCP/IP

Azure

Epicor

VoIP

ITSM

Freshdesk

Tools

Epicor

Freshdesk

ITSM platforms

Azure Admin

Job description

Cold Chain Technologies, based in Theale, seeks a Senior Helpdesk Technician to deliver high-quality IT support across end-user devices, cloud platforms, and enterprise applications. You will be the main contact for IT requests and escalation of complex issues, ensuring service quality and SLA adherence.

The role covers Windows 11, Microsoft 365, AD/Entra ID, Azure, and ERP systems. You will work with stakeholders, vendors, and the IT team to maintain secure, reliable IT services across the