1st Line Support - Security Clearance - Contract

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.