First-Line IT Support Engineer (24/7 Ops)

BrickRed Systems LLC; Reading; On-site; GBP 28,000 - 36,000; Full time

Job summary

BrickRed Systems is seeking an L1 Support Engineer to provide first-line technical and application support for enterprise apps in Reading, UK. You will monitor systems, respond to user queries, perform initial troubleshooting, and escalate issues as needed.

You will work in a structured ITIL-based environment, handle incidents, maintain records, and ensure SLAs are met. Familiarity with Windows, Microsoft technologies, and ticketing tools (ServiceNow, Jira) is desirable.

Qualifications

• 2–4 years of experience in IT or application support.
• ITIL-based service management and incident management processes.
• Basic knowledge of Microsoft technologies and enterprise applications.
• Familiarity with Windows environments, application monitoring, and troubleshooting.
• Basic understanding of databases and SQL queries.
• Good analytical and problem-solving skills.
• Strong communication and customer service skills.
• Ability to work in a structured support environment and manage priorities effectively.
• Exposure to Microsoft Azure or cloud-based application environments.
• Familiarity with ticketing tools such as ServiceNow or Jira.
• Experience working in a 24/7 support environment.
• Exposure to C#/.NET-based applications.

Responsibilities

• Provide first-line support for application and technical issues.
• Monitor application performance, system alerts, and service availability.
• Log, categorise, prioritise, and track incidents and service requests.
• Perform initial troubleshooting and resolve common technical issues.
• Escalate complex issues to L2/L3 support teams with relevant diagnostic information.
• Respond to user queries and provide timely updates on incident resolution.
• Follow established incident, problem, and change management processes.
• Maintain accurate records of incidents, resolutions, and support activities.
• Support routine application checks and operational activities.
• Ensure adherence to agreed SLAs and service support procedures.

Skills

ITIL service management

Customer service

Analytical skills

Troubleshooting

Communication

Azure exposure

Prioritisation

24/7 support

C#/.NET exposure

Tools

ServiceNow

Jira

SQL

Job description

BrickRed Systems is seeking an L1 Support Engineer to provide first-line technical and application support for enterprise apps in Reading, UK. You will monitor systems, respond to user queries, perform initial troubleshooting, and escalate issues as needed.

You will work in a structured ITIL-based environment, handle incidents, maintain records, and ensure SLAs are met. Familiarity with Windows, Microsoft technologies, and ticketing tools (ServiceNow, Jira) is desirable.