> Markdown version of [/jobs/ext/3264282-senior-helpdesk-technician](https://www.wearedevelopers.com/jobs/ext/3264282-senior-helpdesk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Helpdesk Technician - **Company:** Tower Cold Chain - **Location:** Theale, UK - **Experience:** Expert - **Salary:** £30,820.0 - **Contract:** Permanent contract - **Skills:** Microsoft Access, Microsoft Windows, Active Directory, Microsoft Azure, VoIP, Business Software, Cloud Computing, Cloud Engineering, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Identity and Access Management, Virtual Private Networks (VPN), System Center Configuration Manager, Windows Servers, Azure Active Directory, Cloud Services, Remote Service Software, Software Deployment, TCP/IP, Virtualization Technology, Software Vulnerability Management, Wide Area Networks, Wireless Networks, Enterprise Software Applications, Computer Network Technologies, Software Troubleshooting, Peripherals, Microsoft InTune, Information Technology, Epicor ERP, Cloud Migration, Zendesk, Unified Endpoint Management, User Accounts - **Published:** September 1, 2026 - **Apply:** https://www.adzuna.co.uk/jobs/details/5862272978 ## About the Role * 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. ## Description 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. ## Related Videos - [The AI Agent Path to Prod: Building for Reliability](https://www.wearedevelopers.com/videos/1523-the-ai-agent-path-to-prod-building-for-reliability) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [WeAreDevelopers LIVE - Playing in Production](https://www.wearedevelopers.com/videos/100363-wearedevelopers-live-playing-in-production) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)