Senior IT Helpdesk Lead - Enterprise Tech & Security

RXinsider LTD.

Reading

On-site

GBP 42,000 - 54,000

Full time

14 days+

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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.