Senior Helpdesk Technician

• 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.

• 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 registers current and accurate.

• 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.

• 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.

• 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.

• 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

• 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.

• 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.