At a Glance
- Tasks: Provide 1st line technical support and solve IT issues for users.
- Company: Join Converge Technology Solutions, a leader in inclusive and sustainable IT solutions.
- Benefits: Enjoy hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Be part of a diverse team that values innovation and employee engagement.
- Why this job: Make a real difference by helping users and solving technical challenges.
- Qualifications: Experience in IT support and strong troubleshooting skills required.
The predicted salary is between 21600 - 26400 £ per year.
Converge Technology Solutions UK, the trading names of Stone Technologies Limited based in Staffordshire, UK, designs industry-specific IT solutions for each and every client. An IT reseller and IT manufacturer as well as having an award-winning IT recycling facility. Standing out as an innovative, highly accredited market leader with exceptional employee engagement. Our core values are clear, with sustainability at the heart of our activities.
Inclusivity and Support: We believe that everyone is welcome and will always be supported in their career with us. We encourage our people to bring their authentic selves to work, ensuring that everyone has an equal opportunity to reach their full potential. Our Disability Confident Employer, Care Leaver Covenant and Foster Friendly accreditations are a testament to our commitment to these principles.
Nurturing Diversity: Our support for employees and embrace of diversity go beyond policies and procedures. We provide an environment that nurtures inclusivity and engagement. From comprehensive training programs and a wide variety of apprenticeships to opportunities for community support with up to three days a year to volunteer, we create a space where employees can thrive.
Sustainable Practices: Built around sustainable business methods and a true dedication to delivering the best possible service to our customers, we believe in our people to always work with integrity and continually innovate. We understand that taking inclusion and diversity seriously is imperative to living up to our values.
Location: Hybrid, Converge HQ, Acton Gate, Stafford
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 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.
We reserve the right to close this advert early if we are in receipt of sufficient applications for this position.
1st Line Support Agent employer: Converge
Converge is an exceptional employer that fosters innovation and collaboration in the heart of London’s vibrant tech scene. With a strong commitment to employee growth, we offer opportunities for professional development and hands-on experience in cutting-edge research within the climate and construction technology sectors. Our inclusive work culture encourages creativity and teamwork, making it a rewarding environment for those passionate about making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line Support Agent
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Converge. 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 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 1st Line Support Agent
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:Your cover letter is your chance to shine! Tell us why you want to work at Converge 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!
How to prepare for a job interview at Converge
✨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.
