1st Line Support - Security Clearance - Contract

Reed; Bracknell; On-site; GBP 24,000 - 28,000; Full time

Job summary

Reed in Bracknell is hiring a 1st Line Technical Support Agent to join a 24x7 SD-WAN Operations team in a high-profile environment. This onsite, full-time role requires active SC clearance and a right-first-time approach.

You will handle 1st line triage, troubleshoot, and manage tickets to maintain SLAs, supporting customers and engineers by phone, email and ticketing systems. The shift pattern is 4 days on, 4 off, including nights, with exposure to SD-WAN and networking basics.

Qualifications

• Previous IT Support or Service Desk experience.
• Strong customer service and communication skills.
• Attention to detail and right-first-time approach.
• Basic networking knowledge.
• Active SC Clearance.

Responsibilities

• 1st line incident triage and fault resolution.
• Monitor SD-WAN services and respond to alerts.
• Manage tickets through to resolution within SLA.
• Support customers and engineers via phone, email and ticketing systems.
• Escalate issues to 2nd line teams where required.
• Maintain accurate operational records and documentation.

Skills

IT Support

Customer Service

Troubleshooting

Networking basics

SC Clearance

Job description

1st Line Technical Support Agent (SD-WAN)

Location: Bracknell - Full Time Onsite
Shift Pattern: 4 Days On, 4 Off, 4 Nights On, 4 Off
Clearance: Active SC Clearance Required (NPPV3 desirable)

We are looking for a 1st Line Technical Support Agent to join a busy SD-WAN Operations team supporting a high-profile customer environment.

You will act as the first point of contact for incidents, service requests and customer enquiries, carrying out 1st line triage, troubleshooting and ticket management whilst ensuring service levels are maintained.

Key Responsibilities

• 1st line incident triage and fault resolution.
• Monitor SD-WAN services and respond to alerts.
• Manage tickets through to resolution within SLA.
• Support customers and engineers via phone, email and ticketing systems.
• Escalate issues to 2nd line teams where required.
• Maintain accurate operational records and documentation.

Essential Experience

• Previous IT Support or Service Desk experience.
• Strong customer service and communication skills.
• Attention to detail and a right-first-time approach.
• Basic networking knowledge.
• Active SC Clearance.

Desirable

• ITIL awareness.
• SD-WAN exposure.
• NPPV3 Clearance.
• Experience in secure or government environments.

This is a fantastic opportunity to develop your networking and infrastructure skills within a 24x7 operational support environment.