At a Glance
- Tasks: Provide top-notch IT support and resolve complex tech issues in a dynamic environment.
- Company: Join Cold Chain Technologies, a leader in lifesaving temperature-controlled shipments.
- Benefits: Enjoy competitive pay, flexible working options, and opportunities for professional growth.
- Other info: Be part of a diverse team committed to continuous learning and improvement.
- Why this job: Make a real difference by supporting critical technology that saves lives.
- Qualifications: 5+ years in IT support with strong skills in Windows, Microsoft 365, and networking.
The predicted salary is between 34650 - 42350 £ per year.
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, Vo IP, 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 Vo IP and unified communications platforms.
- Experience using ITSM/ticketing platforms such as Freshdesk.
- Strong troubleshooting and root cause analysis skills.
- Preferred Certifications
- Comp TIA 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.
Senior Helpdesk Technician in Reading employer: Tower Cold Chain
Cold Chain Technologies is an exceptional employer, offering a dynamic work environment in Reading where innovation meets purpose. As a Q-EHS Manager, you will play a crucial role in ensuring compliance and safety within the pharmaceutical and life sciences sectors, contributing to life-saving solutions. The company fosters a culture of continuous improvement and professional growth, providing opportunities for training and development while promoting a proactive approach to health, safety, and environmental management.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Helpdesk Technician in Reading
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Tower Cold Chain values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Tower Cold Chain might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Tower Cold Chain!
✨Direct Apply to Tower Cold Chain
Let's not forget to apply directly through the Tower Cold Chain website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Helpdesk Technician in Reading
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Tower Cold Chain.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Tower Cold Chain. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Tower Cold Chain
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
