SD-WAN 1st Line Support – Onsite Bracknell, SC Cleared

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

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.