1st Line Support Technician

Location: Customer Site (On-Site)
Department: Technology & Services
Function: Managed Services & Support
Contract: Permanent, Full Time

Converge is looking for a customer-focused and technically skilled 1st Line Support Agent to join our Technology & Services team. This is an exciting opportunity for someone who enjoys solving technical challenges, delivering excellent customer service, and supporting users in a fast-paced environment.

If you have experience supporting Microsoft technologies, troubleshooting IT issues, and working directly with end users, we'd love to hear from you.

About the Role

As a 1st Line Support Agent, you will provide on-site technical support to end users, ensuring incidents and service requests are resolved efficiently and to a high standard. You will act as a key point of contact for users, supporting a range of hardware, software and infrastructure technologies while maintaining an excellent customer experience.

Working closely with internal technical teams and third-party suppliers, you will help keep business-critical systems running smoothly and contribute to continuous service improvement initiatives.

What You'll Be Doing

• Provide 1st line technical support for hardware, software and IT service issues.
• Diagnose and resolve incidents, service requests and technical problems within agreed service levels.
• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Set up, configure and deploy laptops, desktops, mobile devices and peripherals.
• Manage user accounts, permissions and access requests.
• Support onboarding and offboarding activities, including equipment provisioning.
• Maintain IT asset records and equipment inventories.
• Escalate complex issues to appropriate support teams when required.
• Liaise with third-party suppliers to assist with issue resolution.
• Assist with system upgrades, technology deployments and project work.
• Ensure all support activities are accurately recorded within the service management platform.
• Adhere to company policies, security standards and compliance requirements.
• Support continuous improvement initiatives and deliver a high standard of customer service.

What You Bring

We're looking for someone who combines strong technical knowledge with a customer-first approach and can build positive relationships with users at all levels.

You'll bring:

• Previous experience in a 1st or 2nd Line IT Support role.
• Strong troubleshooting and problem-solving skills.
• Experience supporting Microsoft Windows environments.
• Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
• Experience supporting desktops, laptops, printers and mobile devices.
• Excellent communication and customer service skills.
• Ability to prioritise and manage multiple support requests effectively.
• A proactive and solution-focused approach to work.
• Strong organisational skills and attention to detail.
• Commitment to delivering an exceptional user experience.

Qualifications & Desirable Skills

Essential

• GCSE Mathematics and English (or equivalent).
• Previous IT support experience within a service desk or customer-facing environment.
• Knowledge of Microsoft Windows operating systems.
• Experience supporting Microsoft 365 applications.
• Excellent communication and interpersonal skills.
• Full UK driving licence.

Desirable

• Experience working within a managed services environment.
• Knowledge of Active Directory and user account administration.
• Experience using ticketing or service management systems.
• Understanding of networking fundamentals and troubleshooting.
• Microsoft certifications or relevant technical qualifications.

Who You Are

You are a motivated and customer-focused IT professional who enjoys helping people and solving technical problems. You take ownership of issues through to resolution, communicate effectively with both technical and non-technical users, and remain calm under pressure.

You thrive in a collaborative environment, embrace continuous learning, and are committed to delivering outstanding support and service. Most importantly, you share Converge's values of empowering people, customer success, innovation and trusted partnerships.

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