At a Glance
- Tasks: Provide on-site technical support and resolve issues for end users.
- Company: Join Converge, a growing tech company focused on exceptional customer service.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: Dynamic role with opportunities for growth and learning in a fast-paced environment.
- Why this job: Make a real difference by solving tech problems and helping users daily.
- Qualifications: Experience in IT support, strong troubleshooting skills, and a customer-first mindset.
The predicted salary is between 30000 - 40000 £ per year.
Converge is growing, and we’re looking for an enthusiastic and customer‑focused On‑Site 1st/2nd Line Support Technician to join our Managed Services team. This is a hands‑on, customer‑facing role where you’ll be the go‑to technical expert on site, supporting users, resolving incidents, and ensuring our customers receive exceptional service every day. If you’re passionate about technology, thrive in a fast‑paced environment, and enjoy solving problems that make a real difference to end users, we’d love to hear from you.
What you’ll be doing:
- Providing on‑site 1st and 2nd line technical support to end users
- Troubleshooting and resolving issues across desktops, laptops, mobile devices, and core infrastructure
- Handling escalations and ensuring incidents are resolved within agreed SLAs
- Supporting technologies including Windows 10/11, Microsoft 365, Active Directory, DNS/DHCP, VPN, and networking
- Performing proactive maintenance, system checks, and monitoring activities
- Working closely with the Converge main technical support team on complex issues and root cause analysis
- Maintaining accurate documentation, ticket updates, and knowledge base articles
- Delivering excellent customer service and building strong working relationships on site
What we’re looking for:
Essential skills & experience:
- Experience working in an IT Service Desk or MSP environment
- Strong knowledge of:
- Windows 10/11
- Microsoft 365 / Office applications
- Active Directory
- Basic LAN/WAN networking
- Confident troubleshooting hardware and software issues
- Excellent communication skills and a customer‑first mindset
- Ability to work independently and take ownership of incidents
Experience with:
- Microsoft Windows Server (2012–2022)
- Hyper‑V or other virtualisation platforms
- Exchange (On‑Prem or Online)
- Infrastructure technologies such as DFS, DHCP, DNS, RDS, VPN, WDS, WSUS, SCCM
- Monitoring and alerting systems
- JIRA Project Management Tool
- Enterprise storage or clustering
- Certifications such as CompTIA A+, Network+, Microsoft certifications, or Level 4 Network Engineer Apprenticeship
Who you are:
- Passion for the brand – you bring energy, pride, and commitment to everything you do
- Growth mindset – you’re always learning and striving for improvement
- Teamwork – you collaborate, support others, and help us achieve shared goals
- Customer focus – you deliver service that truly puts the customer first
- Empowering Our People – we invest in your success and development
- Sustainability & Community at Heart – we act with purpose and impact
- Customer‑Centric Excellence – our customers’ success drives us
- Partnerships Built on Trust – we work together to deliver meaningful results
On-Site 1st/2nd Line Support Technician in Hemel Hempstead employer: Converge Technology Solutions UK
At Converge, we pride ourselves on being an excellent employer by fostering a dynamic and supportive work culture that prioritises employee growth and development. As an On-Site 1st/2nd Line Support Technician, you will enjoy a hands-on role in a fast-paced environment, with opportunities to enhance your technical skills while delivering exceptional customer service. Our commitment to sustainability and community impact, combined with a focus on teamwork and empowerment, makes Converge a rewarding place to build your career.
Contact Details:
Converge Technology Solutions UK Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land On-Site 1st/2nd Line Support Technician in Hemel Hempstead
✨Tip Number 1
Get to know the company culture before your interview. Check out their website and social media to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your troubleshooting skills! Since this role is all about solving problems, brush up on your technical knowledge and be ready to demonstrate your skills during the interview. We want to see how you think on your feet!
✨Tip Number 3
Don’t forget to prepare some questions for your interviewer. This shows that you’re engaged and serious about the role. Ask about the team dynamics or how they handle escalations – it’ll give you a better idea of what to expect.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join our awesome team at Converge.
We think you need these skills to ace On-Site 1st/2nd Line Support Technician in Hemel Hempstead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your IT Service Desk or MSP experience, and don’t forget to showcase your troubleshooting skills with Windows 10/11 and Microsoft 365.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to express your passion for technology and customer service. Share specific examples of how you've resolved issues and supported users in previous roles.
Show Off Your Communication Skills:Since this role is customer-facing, it’s crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and consider mentioning any experiences where you’ve built strong relationships with customers.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Converge Technology Solutions UK
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Windows 10/11, Microsoft 365, and Active Directory. Be ready to discuss how you've used these technologies in past roles, as well as any troubleshooting experiences you've had. This will show that you're not just familiar with the tools but can also apply them effectively.
✨Show Off Your Customer Service Skills
Since this role is all about providing exceptional service, think of examples where you've gone above and beyond for a customer. Prepare to share specific stories that highlight your communication skills and customer-first mindset. This will demonstrate that you understand the importance of building strong relationships.
✨Prepare for Technical Scenarios
Expect to face some technical questions or scenarios during the interview. Practice explaining how you would troubleshoot common issues, like connectivity problems or software glitches. Being able to articulate your thought process will impress the interviewers and show your problem-solving abilities.
✨Demonstrate Your Team Spirit
Converge values teamwork, so be ready to discuss how you've collaborated with others in previous roles. Share examples of how you've supported colleagues or worked together to resolve complex issues. This will highlight your ability to work independently while still being a team player.
