Level 1 Communications & IT Engineer - Rapid Response

About the role

Location: Lichfield, office based

Hours: Mon–Fri, 09:00–17:30

Reports to: Rapid Response Team Leader

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:

Essential

• 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.

Desirable

• 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
• Medicash Health benefit
• On site parking
• Experience Team Building days, Wellness Days and Team Incentives