{"id":2577053,"url":"https://alion.io/job/tower-cold-chain-senior-helpdesk-technician","title":"Senior Helpdesk Technician","company":{"id":4420504,"name":"Tower Cold Chain","domain":"towercoldchain.com","url":"https://alion.io/company/towercoldchain","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"Freshdesk","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Service Desk","optional":false},{"name":"TCP/IP","optional":false},{"name":"VPN","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false}],"status":"closed","first_seen_at":"2026-08-28T00:00:00Z","employer_posted_date":"2026-08-28","last_verified_at":"2026-10-19T09:08:39Z","board_verified":false,"closed_at":"2026-10-19T09:08:39Z","days_open":52,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":52},"description":"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.\nTo support our ongoing growth, we are looking for a Senior Helpdesk Technician to join our team based in Theale.\nThe 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.\nWorking with the IT team, stakeholders, and vendors, the role supports daily operations, service improvement, cybersecurity, and technology and promoting service desk best practice.\nKey Responsibilities\nService Desk & Incident Management\nAct as the main contact for IT support, delivering excellent service and resolving incidents and requests within SLAs.\nProvide first-, second-, and advanced-level support for hardware, software, network, cloud, and business application issues.\nEscalate and resolve complex issues, completing root cause analysis and applying lasting fixes where possible.\nPrioritise, manage, and resolve incidents, requests, and problems through the ITSM platform.\nMonitor support queues to ensure timely responses, resolutions, and user communication.\nCoordinate escalations with internal specialists or vendors as needed.\nMaintain accurate ticket updates, documentation, and closure details.\nEnd User Support\nInstall, configure, maintain, and troubleshoot Windows 11 devices, mobiles, printers, Microsoft 365, Teams, business applications, VoIP, AV, and network-connected devices.\nSupport remote and hybrid users with remote support tools.\nDeliver workstation deployments, hardware upgrades, OS migrations, and lifecycle refreshes.\nDeploy, configure, and maintain end-user devices according to organisational standards.\nIdentity & Access Management\nAdminister user accounts, security groups, permissions, and mailboxes across Active Directory, Microsoft Entra ID, and Microsoft 365.\nManage onboarding, offboarding, and access changes in line with security policies.\nSupport MFA, SSO, and conditional access policies.\nInfrastructure & Cloud Support\nSupport Windows Server, virtualisation, cloud services, and core IT infrastructure.\nAdminister and troubleshoot Azure, Microsoft 365, file/print services, DNS, DHCP, TCP/IP, VPN, LAN/WAN, and wireless networking.\nAssist with infrastructure upgrades and maintenance.\nEndpoint Management\nSupport endpoint management platforms, including Microsoft Intune and SCCM where applicable.\nDeploy software, updates, patches, and configuration changes.\nManage MDM solutions and corporate mobile devices.\nEnsure endpoints meet organisational security standards.\nERP & Business Applications\nSupport ERP platforms, including Epicor, and other critical business applications.\nAssist users with troubleshooting, access, functional issues, testing, and enhancements.\nWork with stakeholders and vendors to resolve application issues.\nSupport application upgrades and changes.\nWarehouse & Operational Technology\nSupport warehouse and production technologies, including barcode scanners, RF devices, label printers, shipping systems, and ERP-integrated equipment.\nTroubleshoot connectivity, hardware, and application issues to minimise downtime.\nCybersecurity & Compliance\nSupport cybersecurity initiatives, including MFA, endpoint protection, email security, vulnerability remediation, and awareness activities.\nAssist with security incident investigation and remediation.\nMonitor compliance with security policies, standards, and best practices.\nEnsure timely security updates and patches.\nSupport audits and compliance reporting where required.\nAsset & Licence Management\nMaintain accurate lifecycle records for IT assets.\nTrack hardware, software licences, warranties, and allocations.\nCoordinate procurement, disposal, and refresh activities.\nKeep asset registers current and accurate.\nProject Delivery\nParticipate in IT projects such as relocations, infrastructure upgrades, cloud migrations, Microsoft 365 implementations, hardware refreshes, software deployments, and network upgrades.\nSupport planning, testing, deployment, documentation, and post-implementation reviews.\nCoordinate with vendors and third parties to deliver project outcomes.\nService Improvement\nDrive ITIL-aligned continual service improvement.\nSupport reporting, service metrics, and operational planning as required.\nImprove IT support processes, automation, and user experience.\nCreate and maintain technical documentation, SOPs, knowledge base articles, support guides, and FAQs.\nDocument recurring issues and share knowledge to improve service desk efficiency.\nQualifications & Technical Skills\nEssential\nMinimum 5 years' IT helpdesk, desktop support, or technical support experience in an enterprise environment.\nStrong knowledge of Windows 11, Microsoft 365, Active Directory, Entra ID, Exchange Online, Teams, Intune, endpoint management, remote support, MDM, printers, peripherals, and endpoint security.\nSolid networking knowledge, including TCP/IP, DNS, DHCP, VPN, LAN/WAN, and wireless networking.\nExperience supporting Microsoft Azure services.\nExperience with ERP systems, preferably Epicor.\nExperience with VoIP and unified communications platforms.\nExperience using ITSM/ticketing platforms such as Freshdesk.\nStrong troubleshooting and root cause analysis skills.\nPreferred Certifications\nCompTIA A+, Network+, or Security+\nMicrosoft Endpoint Administrator or Modern Desktop Administrator Associate\nMicrosoft Azure Fundamentals (AZ-900) or Azure Administrator (AZ-104)\nITIL Foundation\nCompetencies\nExcellent customer service, interpersonal, and communication skills.\nStrong analytical and troubleshooting ability.\nAble to prioritise competing workloads in a fast-paced environment.\nStrong organisation, time management, attention to detail, and quality focus.\nWorks independently and collaboratively.\nTakes ownership and accountability for service delivery.\nProactively identifies and implements service improvements.\nCommitted to continuous learning and professional development.\nAble to mentor junior team members and promote knowledge sharing.\nWorking Conditions\nParticipate in an on-call rota as required.\nOccasional evening or weekend work for maintenance and projects.\nTravel between company sites as required.\nWork across office, warehouse, manufacturing, and distribution environments.\nLift and install standard IT equipment where required.\nPlease note that we are not able to sponsor employment visas at this time.\nCold 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.","description_format":"text","description_chars":7146,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security"],"lifecycle":[{"event":"open","at":"2026-10-15T00:30:14Z"},{"event":"close","at":"2026-10-19T09:08:39Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/tower-cold-chain-senior-helpdesk-technician","json_url":"https://alion.io/job/tower-cold-chain-senior-helpdesk-technician.json","meta":{"generated_at":"2026-10-21T02:54:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4321,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4420504},"rest":"https://alion.io/mcp/rest/get_company?id=4420504"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftower-cold-chain-senior-helpdesk-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftower-cold-chain-senior-helpdesk-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftower-cold-chain-senior-helpdesk-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/tower-cold-chain-senior-helpdesk-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftower-cold-chain-senior-helpdesk-technician"}]}