L1 Support Engineer

• We provide Level 1 technical support for end users and customers.
• We log, manage, and resolve incidents and service requests within agreed SLAs.
• We perform initial troubleshooting and diagnosis of technical issues.
• We escalate complex issues to appropriate support teams when required.
• We keep customers informed of incident progress and resolution.
• We maintain accurate ticket updates and documentation.
• We contribute to knowledge articles and support documentation.
• We work collaboratively with wider support and engineering teams.

Technologies:

• Support
• ITIL
• Microsoft 365
• Security
• Windows
• Office 365, We are recruiting for an Edgewing L1 Support Engineer to join a secure and fast-paced support environment in Reading. This is an initial contract opportunity, working 5 days per week onsite, with a rate of up to £360 per day inside IR35 via umbrella. This role is ideal for an experienced first-line support professional with strong customer service skills and a passion for resolving technical issues. We operate in a secure environment and value a customer-focused, proactive attitude and the ability to work effectively as part of a team.

• We require active UK Security Clearance (SC).
• You must be a sole national of the United Kingdom, Italy, or Japan.
• We are looking for previous experience in a Service Desk or L1 Support environment.
• You should have strong troubleshooting and fault-finding skills.
• You need excellent customer service and communication abilities.
• You should have experience working with ticketing systems and SLA-driven environments.
• Knowledge of Windows operating systems and Microsoft technologies is required.
• You must be able to prioritise and manage multiple incidents effectively.
• Desirable: experience supporting Microsoft 365 technologies.
• Desirable: ITIL Foundation certification.
• Desirable: experience within secure or government environments.