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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1st Line Support Technician in Stafford employer: Converge UK
Converge is an exceptional employer located at our HQ in Acton Gate, Stafford, offering a dynamic work environment that fosters collaboration and innovation. We prioritise employee growth through continuous learning opportunities and provide a supportive culture where your contributions as a Cloud Engineer are valued. With a focus on Microsoft cloud technologies, you will be part of a team that not only delivers cutting-edge solutions but also encourages personal development and career advancement.
