At a Glance
- Tasks: Provide Level 1 technical support and resolve incidents in a fast-paced environment.
- Company: Join a secure tech team in Reading with a focus on customer service.
- Benefits: Competitive daily rate, opportunity for growth, and a dynamic work environment.
- Other info: Collaborative team atmosphere with opportunities to learn and develop your skills.
- Why this job: Make a real difference by helping users solve their tech issues every day.
- Qualifications: Experience in L1 support, strong troubleshooting skills, and active SC clearance required.
The predicted salary is between 40000 - 45000 £ per year.
Location: Reading - 5 Days Per Week Onsite
Rate: Up to £360 per day (Inside IR35 via Umbrella)
Security Clearance: Active SC Clearance Required
Contract: Initial Contract Opportunity
Security & Eligibility Requirements
Due to the nature of the programme, applicants must:
- Hold active UK Security Clearance (SC).
- Be a sole national of one of the following countries: United Kingdom, Italy, Japan.
The Opportunity
We're currently recruiting for an Edgewing L1 Support Engineer to join a secure and fast-paced support environment in Reading. This role is ideal for an experienced first-line support professional with strong customer service skills and a passion for resolving technical issues. You'll be responsible for providing frontline support, managing incidents and service requests, and ensuring a high-quality user experience within a secure operational environment.
Key Responsibilities
- Provide Level 1 technical support for end users and customers.
- Log, manage, and resolve incidents and service requests within agreed SLAs.
- Perform initial troubleshooting and diagnosis of technical issues.
- Escalate complex issues to appropriate support teams when required.
- Keep customers informed of incident progress and resolution.
- Maintain accurate ticket updates and documentation.
- Contribute to knowledge articles and support documentation.
- Work collaboratively with wider support and engineering teams.
Skills & Experience
We're looking for candidates with:
- Previous experience in a Service Desk or L1 Support environment.
- Strong troubleshooting and fault-finding skills.
- Excellent customer service and communication abilities.
- Experience working with ticketing systems and SLA-driven environments.
- Knowledge of Windows operating systems and Microsoft technologies.
- Ability to prioritise and manage multiple incidents effectively.
Desirable
- Experience supporting Microsoft 365 technologies.
- ITIL Foundation certification.
- Experience within secure or government environments.
What We're Looking For
- Strong customer-focused approach.
- Excellent verbal and written communication skills.
- Positive, proactive attitude with a willingness to learn.
- Ability to work effectively as part of a team.
- Comfortable working full-time onsite in Reading.
- Active SC Clearance.
Dual nationality cannot be considered unless the combination is exclusively between the approved nations listed above.
