At a Glance
- Tasks: Provide on-site tech support, troubleshoot issues, and ensure exceptional customer service.
- Company: Join Converge, a growing company with a focus on innovation and teamwork.
- Benefits: Competitive salary, growth opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for learning and career advancement.
- Why this job: Make a real difference by solving tech problems for users every day.
- 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 employer: Converge Technology Solutions UK
Converge is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where teamwork and customer focus are at the forefront. As an On-Site 1st/2nd Line Support Technician, you'll enjoy hands-on experience in a fast-paced environment, with opportunities to enhance your technical skills while delivering outstanding service to our clients. Located in a vibrant area, we foster a supportive atmosphere that encourages innovation and collaboration, making it 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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Converge Technology Solutions UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Converge Technology Solutions UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace On-Site 1st/2nd Line Support Technician
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Converge Technology Solutions UK:Your cover letter is your chance to shine! Tell us why you want to work at Converge Technology Solutions UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Converge Technology Solutions UK!
How to prepare for a job interview at Converge Technology Solutions UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
