1st Line Support Technician
| Posting date: | 20 September 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 20 October 2025 |
| Location: | Acton Gate, Stafford |
| Remote working: | Hybrid - work remotely up to 4 days per week |
| Company: | Converge Technology Solutions UK |
| Job type: | Permanent |
| Job reference: | ATR1288 |
Summary
Are you passionate about technology and providing outstanding customer service? Converge UK is looking for a motivated and enthusiastic 1st Line Support Technician to join our growing Support and Managed Services team.
About the Role
As a 1st Line Support Technician, you’ll be the first point of contact for key account customers in the public sector, logging and resolving IT-related incidents and service requests via phone, email, or our customer portal. You’ll take ownership of support tickets, proactively monitor customer systems, and provide technical solutions that make a real difference.
This is an exciting role for someone eager to learn, grow, and support customers with a wide range of IT technologies.
Key Responsibilities
Provide 1st line support and technical assistance to Converge customers.
Respond to incidents within agreed SLAs, ensuring excellent customer service.
Diagnose and resolve IT issues, escalating when required.
Perform system health checks and maintain customer support documentation.
Collaborate with team members to share knowledge and drive continuous improvement.
What We’re Looking For
Good standard of education (minimum Grade C in Maths & English, or equivalent).
Experience with Microsoft Windows 7, 10 & 11, and Office 2013 onwards.
Basic understanding of computer hardware, LAN networking, and broadband connectivity.
Excellent customer service and problem-solving skills.
Ability to work under pressure, prioritise, and escalate when necessary.
Desirable:
A-Levels in English and/or Maths.
CompTIA A+ or relevant IT qualifications.
Experience with Microsoft Server operating systems, Active Directory, DHCP, DNS, VPN, or Microsoft 365.
Knowledge of networking concepts (TCP/IP, WAN/LAN).
Why Join Converge?
At Converge, we live by our values:
Empowering Our People – We invest in your growth and success.
Customer-Centric Excellence – Our customers’ success drives us.
Sustainability & Community – We act with purpose and responsibility.
Partnerships Built on Trust – Collaboration and innovation are at our core.
We offer a supportive team environment, opportunities for training and certification, and the chance to grow your career in a dynamic technology business.
Job details:
This is a full time position - 37 hours per week - Hybrid
We reserve the right to close this advert early if we are in receipt of sufficient applications for this position.
About the Role
As a 1st Line Support Technician, you’ll be the first point of contact for key account customers in the public sector, logging and resolving IT-related incidents and service requests via phone, email, or our customer portal. You’ll take ownership of support tickets, proactively monitor customer systems, and provide technical solutions that make a real difference.
This is an exciting role for someone eager to learn, grow, and support customers with a wide range of IT technologies.
Key Responsibilities
Provide 1st line support and technical assistance to Converge customers.
Respond to incidents within agreed SLAs, ensuring excellent customer service.
Diagnose and resolve IT issues, escalating when required.
Perform system health checks and maintain customer support documentation.
Collaborate with team members to share knowledge and drive continuous improvement.
What We’re Looking For
Good standard of education (minimum Grade C in Maths & English, or equivalent).
Experience with Microsoft Windows 7, 10 & 11, and Office 2013 onwards.
Basic understanding of computer hardware, LAN networking, and broadband connectivity.
Excellent customer service and problem-solving skills.
Ability to work under pressure, prioritise, and escalate when necessary.
Desirable:
A-Levels in English and/or Maths.
CompTIA A+ or relevant IT qualifications.
Experience with Microsoft Server operating systems, Active Directory, DHCP, DNS, VPN, or Microsoft 365.
Knowledge of networking concepts (TCP/IP, WAN/LAN).
Why Join Converge?
At Converge, we live by our values:
Empowering Our People – We invest in your growth and success.
Customer-Centric Excellence – Our customers’ success drives us.
Sustainability & Community – We act with purpose and responsibility.
Partnerships Built on Trust – Collaboration and innovation are at our core.
We offer a supportive team environment, opportunities for training and certification, and the chance to grow your career in a dynamic technology business.
Job details:
This is a full time position - 37 hours per week - Hybrid
We reserve the right to close this advert early if we are in receipt of sufficient applications for this position.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.