Senior Helpdesk Technician

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.

• 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.

• 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.

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

• 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.

• 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.

• 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.

• 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.

• 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.

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