At a Glance
- Tasks: Provide advanced technical support and resolve complex issues for customers.
- Company: Join Converge UK, a purpose-led tech company focused on sustainability.
- Benefits: Hybrid working, ongoing training, wellbeing support, and career progression opportunities.
- Other info: Collaborative team culture with a focus on continuous learning and innovation.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience in IT support, especially with Microsoft technologies and customer service.
The predicted salary is between 26000 - 28900 £ per year.
Location: Hybrid – Converge HQ, Acton Gate, Stafford
Department: Managed Services
Hours: 37.5 hours per week
Reports to: 2nd/3rd Line Support Team Leader
Salary: £26,000 – £28,900 per annum
Join a Purpose-Led Tech Company Driving Sustainability. Converge UK is on a mission to deliver sustainable, innovative IT solutions—and we're growing. We're looking for an experienced and customer-focused 2nd Line Support Technician to join our Managed Services team. If you're passionate about solving technical challenges, enjoy working with Microsoft technologies and infrastructure, and take pride in delivering exceptional customer service, this is an exciting opportunity to develop your career within a supportive and forward-thinking technology business.
What You'll Do
As a key member of our Managed Services team, you'll provide advanced technical support for customers with managed support and warranty contracts. Acting as the primary technical escalation point for our 1st Line Service Desk, you'll diagnose and resolve complex technical issues while ensuring excellent customer service and timely resolution of incidents.
Core Responsibilities
- Manage and resolve escalated 2nd Line incidents and service requests within agreed service levels.
- Act as the primary technical escalation point for 1st Line Support Technicians, providing technical guidance, mentoring and knowledge sharing.
- Deliver outstanding customer service, maintaining clear communication throughout the lifecycle of every support request.
- Maintain accurate documentation, ticket updates and knowledge base articles within the service management system.
- Follow ITIL processes, security standards and company policies to deliver a high-quality support service.
- Contribute to continuous improvement initiatives and knowledge sharing across the wider support team.
Role-Specific Tasks
- Diagnose and resolve issues across Windows Server environments, Microsoft 365, Active Directory, Exchange, networking and virtualisation platforms.
- Administer and troubleshoot Microsoft 365 environments, including Exchange Online, Entra ID (Azure AD), SharePoint, Teams, licensing, security policies and tenant configuration.
- Support and maintain Windows Server infrastructure and virtualisation platforms such as Hyper-V and VMware.
- Monitor customer systems, investigate alerts and carry out proactive maintenance to minimise disruption.
- Independently troubleshoot core network infrastructure including DNS, DHCP, VPNs, VLANs, routing and switching to identify and resolve complex technical issues.
- Support system upgrades, patching, maintenance activities and infrastructure improvements.
- Work collaboratively with 3rd Line Engineers and technology vendors to resolve complex technical issues and perform root cause analysis.
What We're Looking For
We're looking for someone who enjoys problem solving, thrives in a fast-paced support environment and takes ownership of delivering exceptional service.
Essential
- Previous experience working within a Managed Service Provider (MSP) or IT Services environment.
- Experience acting as the primary technical escalation point for 1st Line Service Desk technicians.
- Strong experience supporting and administering Microsoft 365 environments beyond basic user administration, including Exchange Online, Teams, SharePoint, Entra ID (Azure AD), licensing and security.
- Hands-on experience supporting and maintaining Windows Server environments and virtualisation platforms such as Hyper-V or VMware.
- Strong troubleshooting skills across core networking technologies including DNS, DHCP, VPNs, VLANs and routing.
- Experience supporting Windows 10/11, Active Directory and enterprise infrastructure.
- Experience troubleshooting hardware, software and infrastructure issues.
- Excellent communication, organisation and customer service skills.
- A proactive mindset with a passion for continuous learning and technology.
Desirable
- Microsoft certifications beyond Fundamentals level (such as Microsoft Certified Associate, Azure Administrator, Microsoft 365 Administrator or equivalent).
- CompTIA Network+, Server+, Security+ or equivalent technical certifications.
- ITIL Foundation certification.
Why Join Us?
At Converge UK, you're not just doing a job—you're contributing to a company with purpose.
Our Values
- Empowering Our People – We invest in your growth.
- Sustainability & Community at Heart – Your work directly supports our environmental impact goals.
- Customer-Centric Excellence – You'll help deliver solutions that make our clients better and faster.
- Partnerships Built on Trust – Work in a supportive, collaborative team environment.
What We Offer
- Hybrid working with a blend of office and remote working.
- Opportunities to work with a wide range of enterprise technologies and Microsoft platforms.
- Ongoing technical training, professional development and certification support.
- A collaborative team environment where knowledge sharing is encouraged.
- Wellbeing support through our Help at Hand employee app and optional Health Cash Plan.
- Holiday Buy Scheme – purchase up to 5 additional days of annual leave (T&Cs apply).
- Career progression opportunities within one of the UK's leading sustainable technology providers.
Ready to Apply?
If you're an experienced IT support professional looking to take the next step in your career with a company that values innovation, sustainability and its people, we'd love to hear from you. Apply today and grow your career with Converge UK.
2nd 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.
StudySmarter Expert Advice🤫
We think this is how you could land 2nd Line Support Technician in Stafford
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Converge UK values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Converge UK might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Converge UK!
✨Direct Apply to Converge UK
Let's not forget to apply directly through the Converge UK website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 2nd Line Support Technician in Stafford
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Converge UK.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Converge UK. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Converge UK
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
