1st Line Support Technician

Converge Technology Solutions UK; Acton Gate; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading technology service provider in Acton Gate seeks a motivated 1st Line Support Technician to join their growing team. The ideal candidate will deliver exceptional customer service, resolve IT-related incidents, and possess a strong understanding of Microsoft operating systems. This is a full-time hybrid role, offering opportunities for growth and training within a supportive environment.

Benefits

Opportunities for training and certification

Supportive team environment

Qualifications

• Excellent customer service and problem-solving skills.
• Basic understanding of computer hardware and LAN networking.
• Ability to work under pressure and prioritize effectively.

Responsibilities

• Provide first-line support and technical assistance to customers.
• Respond to incidents within agreed SLAs.
• Diagnose and resolve IT issues, escalating when required.

Skills

Customer service

Problem-solving

Communication

Education

Minimum Grade C in Maths & English or equivalent

A-Levels in English and/or Maths

CompTIA A+ or relevant IT qualifications

Tools

Microsoft Windows 7, 10 & 11

Microsoft Office 2013 onwards

Microsoft Server operating systems

Active Directory

VPN

Job description

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.