Our Rapid Response team is the front door of the service desk. When a customer's broadband drops, their phones stop ringing or a new starter can't log in, you're the first person they speak to and the one who owns it until it's fixed or in the right hands.
This is a hands-on first-line role across connectivity, VoIP telephony and Microsoft 365. You'll resolve the majority of issues yourself and escalate the rest with the kind of ticket a senior engineer can pick up and run with. It's fast-paced, varied and a proven route into second-line and specialist engineering.
What good looks like here: every ticket logged accurately, every customer updated before they have to chase, every escalation showing your working.
What you'll be doing:
- Act as first point of contact for incidents and service requests by phone, email and portal.
- Log, categorise and prioritise tickets accurately in Autotask, and own them through to resolution or escalation.
- Diagnose and fix first-line faults across broadband, VoIP/SIP, call routing, Windows 11, peripherals and Microsoft 365.
- Create and manage users in Microsoft 365, Intune and Active Directory: onboarding, offboarding, password resets, unlocks and group changes.
- Hit first-contact-fix and response/resolution SLA targets, and keep customers updated throughout the ticket lifecycle.
- Escalate cleanly to second line: symptoms, steps taken, results, system details and your assessment of likely cause, so nobody repeats your work.
- Run routine health checks and respond to RMM and AV/EDR alerts.
- Travel to customer sites for visits and hands-on remediation when needed.
- Spot recurring issues, flag trends to management and feed fixes into the knowledge base.
- Join the out-of-hours rota as the service grows.
What we're looking for:
- 1–2 years in a service desk, helpdesk or 1st line support role, ideally in an MSP or telecoms provider.
- Excellent phone manner and clear written communication; you keep calm with a frustrated customer.
- Works well under pressure and juggles multiple priorities in a busy queue without dropping the ball.
- Working knowledge of Microsoft 365 Admin Centre, Intune, Windows 11 and Active Directory.
- Hands-on support of Outlook, Teams, OneDrive and SharePoint.
- Experience with the Kaseya stack: RMM, AV/EDR and Autotask PSA.
- Networking fundamentals: TCP/IP, DNS, DHCP, VPN, plus routers, switches and Wi-Fi.
- Endpoint security basics: AV/EDR alerts, MFA, device compliance and recognising phishing.
- Installing and configuring software, printers and peripherals.
- Methodical troubleshooting, strong attention to detail and tidy ticket notes.
- Full UK driving licence for site visits.
- Exposure to VoIP, SIP and hosted telephony platforms.
- CompTIA A+ or Network+, or Microsoft fundamentals certifications (MS-900, AZ-900).
- Familiarity with ITIL incident and request management.
What's in it for you:
- Competitive pay
- 23 days annual holiday + bank holidays
- Loyalty Holidays
- Pension with Employer contributions
- Experience Team Building days, Wellness Days and Team Incentives
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Level 1 Communications & IT Engineer - Rapid Response in Lichfield employer: Rydal Group
Join a dynamic team as a Business Development Manager in our Peterborough office, where we prioritise employee growth and a collaborative work culture. With competitive salaries, uncapped commission potential, and a range of benefits including wellness programmes and company events, we foster an environment that encourages professional development and strong customer relationships. Our commitment to excellence ensures that you will thrive in your role while making a meaningful impact on our clients' success.
