1st Line Support Agent

Converge; West Midlands; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Converge Technology Solutions UK is seeking a 1st Line IT Support Agent to provide on-site user assistance, diagnose incidents, and ensure high-quality service. You will support Windows and Microsoft 365, manage devices, and liaise with internal teams and suppliers to resolve issues.

Hybrid working from Converge HQ in Staffordshire, UK, with focus on delivering an exceptional user experience and continuous service improvements within a busy technology and services environment.

Qualifications

• GCSE Maths 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.

Responsibilities

• Provide 1st line technical support for hardware, software and IT service issues.
• Diagnose and resolve incidents and service requests within agreed SLAs.
• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Set up and configure devices and peripherals.
• Manage user accounts and access requests.
• Escalate complex issues to appropriate teams when needed.
• Liaise with third-party suppliers to assist with resolution.
• Document all activities in the service management platform.

Skills

1st Line IT Support

Troubleshooting

Customer service

Prioritisation

Proactive

Organisation

User experience

Education

GCSE Maths & English

Tools

Microsoft Windows

Microsoft 365

Active Directory

Job description

Converge Technology Solutions UK: A Commitment to Inclusivity, Innovation, and Sustainability

Converge Technology Solutions UK, the trading names of Stone Technologies Limited based in Staffordshire, UK, designing 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.

This document contains content generated with the assistance of AI. All outputs have been reviewed and validated by the author.

No terminology in the advert you have seen is intended to discriminate on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or beliefs, sex or sexual orientation, and we will gladly accept applications from all sections of the community. We have an equality, diversity, and inclusion policy that support this approach.

To discuss any reasonable adjustment or request a paper based application form as an alternative, please contact People Operations on 08448 22 11 22 or alternatively email [e-mail]