L1 Support Engineer

BrickRed Systems; 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

We are looking for an L1 Support Engineer to provide first-line technical and application support, ensuring smooth day-to-day operations of enterprise applications. The candidate will be responsible for monitoring systems, responding to user queries, performing initial troubleshooting, and escalating issues to the appropriate technical teams.

The ideal candidate should have good technical troubleshooting skills, an understanding of IT service management processes, and familiarity with Microsoft technologies.

Key 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.

Required Skills & Experience

• 2–4 years of experience in IT or application support.
• Understanding of 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.

Security Clearance Requirement

Security clearance is a project-specific requirement and may be required depending on the nature of the client engagement. Candidates may be required to obtain or hold valid UK Security Clearance (SC) for specific projects, subject to client and project requirements.

ABOUT BRICKRED SYSTEMS

BrickRed Systems is a global leader in next-generation technology consulting and workforce solutions, specializing in delivering high-quality talent across digital, engineering, marketing, analytics, finance, operations, and business transformation domains. With a strong emphasis on innovation, scalability, and client success, BrickRed Systems helps organizations solve complex business challenges by providing skilled professionals across strategy, technology, creative, and operational functions. BrickRed fosters a culture of continuous learning, collaboration, and excellence, enabling professionals to contribute to high-impact global initiatives while advancing their careers.