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# Level 1 Communications & IT Engineer - Rapid Response

- **Company:** Rydal Communications Limited
- **Location:** Lichfield, UK
- **Experience:** Starter
- **Salary:** £26,437
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Automatic Call Distributor, Active Directory, VoIP, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Networking Basics, Anti-Phishing, Microsoft SharePoint, TCP/IP, Wi-Fi Technology, Network Routers, Peripherals, Microsoft InTune
- **Published:** October 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=3d628c93d86ad709

## About the Role

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., * Help desk: 1 year (required)

## Description

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.