IT Technician (1st/2nd Line) Head Office, Tewkesbury Department: IT | Hours: 40 per week | Contract: Permanent | Location: Head Office, Tewkesbury, with travel to regional depots as required Cotteswold Dairy is one of the UKs leading independent, family-owned dairies. Joining our Team Cotteswold means being part of a friendly, high-performing team that values quality, reliability and first-class service across every department. About the Role Were looking for a proactive, hands-on IT Technician (suitable for a strong 1st/2nd Line Senior IT Technician ) to keep our people productive across Head Office and our wider depot network. Youll resolve incidents, deliver service requests, maintain our helpdesk and asset records, and support projects that improve how Cotteswold Dairy works. Youll collaborate closely with our IT Manager, external partners, and operational teams, occasionally travelling to sites to set up equipment, coach users, and keep systems running smoothly. Key Responsibilities Provide responsive 1st & 2nd line support for colleagues across desktops/laptops, printers, mobile phones and associated infrastructure; diagnose and resolve faults and escalate where needed. Monitor and maintain the network and critical hardware; implement advised fixes in conjunction with off-site support partners. Administer and improve our IT helpdesk, ensuring clear communication and timely updates to users and stakeholders. Support Microsoft 365 environments (Teams, SharePoint, OneDrive) and advanced Excel workflows; contribute to user enablement and best practice adoption. Use Visual Basic (VBA) and SQL to automate tasks and integrate data for accurate management reporting. Maintain the IT asset register and support lifecycle management for hardware, mobile phones, photocopiers and telephony systems. Contribute to IT policies, risk strategy and staff training; help prepare periodic reports for leadership and deputise for the IT Manager when required. Identify and deliver process improvements that streamline workflows and enhance service quality. What Youll Bring Level 4 (Level 5 desirable) qualification in ICT/Business/Project Management or 2 years relevant experience with ongoing CPD. Strong knowledge across Microsoft 365 (Teams, SharePoint, OneDrive) and high-level Excel skills; confident supporting telephony systems. VBA macro programming skills (essential) and exposure to SQL ; certifications in SQL, VB, C#, cloud or database services are a plus. Excellent organisation, communication and customer serviceable to translate technical issues into clear, helpful guidance. Full UK driving licence and ability to travel to other depots when needed (mileage reimbursed). High standards of integrity, productivity and attention to detail, with a continuous-improvement mindset. Rewards & Benefits Competitive salary with opportunities for growth and progression. 22 days holiday plus bank holidays, rising with service. Cycle to Work scheme. Staff discount on products and doorstep delivery. Enhanced pension via Salary Exchange. Health & wellbeing support through Simply Health after probation. Working at Cotteswold Dairy Being at the heart of a responsible and sustainable dairy community. We believe we achieve more together. Youll join a supportive team where you can make a visible impactimproving systems, enabling colleagues, and helping a proud family business keep delivering first-class service. Search & SEO Tags IT Technician Senior IT Technician IT Support Technician Service Desk Helpdesk 1st Line Support 2nd Line Support Desktop Support Microsoft 365 Office 365 Teams SharePoint OneDrive Windows Printers Laptops Mobile Devices VBA Visual Basic SQL Reporting Asset Register IT Policies Tewkesbury Gloucestershire About Cotteswold Dairy Since 1938, Cotteswold Dairy has flourished from a modest milk rounddelivering just 30 gallons a day using a bucket and ladleinto one of the UKs most respected independent, family-run dairies, rooted in Tewkesbury. Built on the founding values of quality, service, and cleanliness, the business has remained committed to those principles spanning three generations, now under the leadership of Managing Director George Workman. Today, we process, pack, and deliver over 100 million litres of milk and dairy products each year to doorstep customers and businesses across England and Wales, operating from multiple depots and a modern production site in Tewkesbury. At our heart lies a strong ethical and environmental commitment. We partner with local farms within a 60-mile radiusmany Red Tractor-certifiedpromoting sustainable farming practices, animal welfare, and minimal environmental impact. Weve championed eco-friendly initiatives for decades, including returnable glass bottles, electric milk floats, telematics for efficient logistics, and zero waste-to-landfill operations. More than a business, Cotteswold Dairy is a values-driven community dedicated to delivering wholesome, high-quality dairy products while nurturing people, our communities, and our planetmaking us a compelling and meaningful place to build your career.