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 UK’s 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

We’re 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. You’ll resolve incidents, deliver service requests, maintain our helpdesk and asset records, and support projects that improve how Cotteswold Dairy works. You’ll 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 You’ll 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 service—able 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. You’ll join a supportive team where you can make a visible impact—improving systems, enabling colleagues, and helping a proud family business keep delivering first-class service.

How to Apply

Please apply via our ATS with your CV and a brief cover note outlining your relevant experience with Microsoft 365, helpdesk support, VBA and SQL.

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