Edgewing L1 Support Engineer

📍 Location: Reading - 5 Days Per Week Onsite
💰 Rate: Up to £360 per day (Inside IR35 via Umbrella)
🔒 Security Clearance: Active SC Clearance Required
📄 Contract: Initial Contract Opportunity

Security & Eligibility Requirements

Due to the nature of the programme, applicants must:

• Hold active UK Security Clearance (SC).
• Be a sole national of one of the following countries:
  • United Kingdom
  • Italy
  • Japan

The Opportunity

We're currently recruiting for an Edgewing L1 Support Engineer to join a secure and fast-paced support environment in Reading. This role is ideal for an experienced first-line support professional with strong customer service skills and a passion for resolving technical issues.
You'll be responsible for providing frontline support, managing incidents and service requests, and ensuring a high-quality user experience within a secure operational environment.

Key Responsibilities

• Provide Level 1 technical support for end users and customers.
• Log, manage, and resolve incidents and service requests within agreed SLAs.
• Perform initial troubleshooting and diagnosis of technical issues.
• Escalate complex issues to appropriate support teams when required.
• Keep customers informed of incident progress and resolution.
• Maintain accurate ticket updates and documentation.
• Contribute to knowledge articles and support documentation.
• Work collaboratively with wider support and engineering teams.

Skills & Experience

We're looking for candidates with:

• Previous experience in a Service Desk or L1 Support environment.
• Strong troubleshooting and fault-finding skills.
• Excellent customer service and communication abilities.
• Experience working with ticketing systems and SLA-driven environments.
• Knowledge of Windows operating systems and Microsoft technologies.
• Ability to prioritise and manage multiple incidents effectively.

Desirable

• Experience supporting Microsoft 365 technologies.
• ITIL Foundation certification.
• Experience within secure or government environments.

What We're Looking For

• Strong customer-focused approach.
• Excellent verbal and written communication skills.
• Positive, proactive attitude with a willingness to learn.
• Ability to work effectively as part of a team.
• Comfortable working full-time onsite in Reading.
• Active SC Clearance.

Dual nationality cannot be considered unless the combination is exclusively between the approved nations listed above.