At a Glance
- Tasks: Provide on-site technical support and resolve issues for end users.
- Company: Join Converge, a growing tech company with a supportive culture.
- Benefits: Full-time role with opportunities for growth and development.
- Other info: Work with modern tech in a dynamic environment focused on teamwork.
- Why this job: Make a real impact by helping customers with technology every day.
- Qualifications: Experience in IT support and strong troubleshooting skills required.
The predicted salary is between 30000 - 40000 £ per year.
Department: Managed Services
Contract: Full‑time, Permanent
Location: Hemel Hempstead
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
Desirable skills:
- 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:
- We’re looking for someone who embodies our values:
- 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
At Converge, we believe in:
- 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
Why join Converge:
You’ll be part of a supportive, forward‑thinking team where your ideas matter and your growth is encouraged. This role offers variety, autonomy, and the chance to work with modern technologies while making a real impact for our customers.
On-Site 1st/2nd Line Support Technician in Hemel Hempstead employer: Converge UK
Converge is an excellent employer that prioritises employee growth and development, offering a supportive and collaborative work environment in Hemel Hempstead. As an On-Site 1st/2nd Line Support Technician, you'll enjoy the opportunity to work with cutting-edge technologies while delivering exceptional customer service, all within a culture that values teamwork and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land On-Site 1st/2nd Line Support Technician in Hemel Hempstead
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events in your area. It’s a great way to meet potential employers and get your name out there. Plus, you never know who might have the inside scoop on job openings!
✨Tip Number 2
Don’t underestimate the power of social media. Use platforms like LinkedIn to connect with professionals in the IT field. Share your knowledge, engage with posts, and let people know you’re on the lookout for opportunities.
✨Tip Number 3
Prepare for interviews by practising common technical questions related to 1st/2nd line support. We recommend setting up mock interviews with friends or using online resources to boost your confidence and refine your answers.
✨Tip Number 4
Apply directly through our website! It shows initiative and gives you a better chance of being noticed. Plus, we love seeing candidates who are genuinely interested in joining our 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:Use your cover letter to tell us why you’re passionate about technology and how you embody our values. Share specific examples of how you've delivered exceptional customer service in previous roles.
Show Off Your Technical Skills:In your application, be sure to mention any relevant certifications or experience with technologies like Active Directory, DNS/DHCP, and networking. We want to see that you’re ready to hit the ground running!
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 this exciting opportunity with Converge!
How to prepare for a job interview at Converge 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.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of incidents you might encounter, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it's the right fit for you.
