3rd Line Support Agent

Converge; Dunston; On-site; GBP 35,000 - 45,000; Full time

Job summary

A technology solutions provider in England is looking for a 3rd Line Support Agent to join their Managed Services team. This role involves delivering advanced technical support, mentoring junior engineers, and ensuring high customer satisfaction. The ideal candidate should have experience in a 24x7 environment, strong troubleshooting skills, and a passion for contributing to sustainable technology. Competitive benefits and a supportive team culture are offered.

Benefits

Training for professional development

Help at Hand employee app

Holiday buy scheme

Qualifications

• Experience in providing 3rd Line technical support in a 24x7 environment.
• Strong troubleshooting skills for complex technical issues.
• Ability to document technical processes and procedures.

Responsibilities

• Respond to and resolve advanced technical incidents within SLAs.
• Support 1st and 2nd Line technicians with technical expertise.
• Perform system health checks and generate reports.
• Engage in Problem Management activities.

Skills

Advanced technical support

Mentoring and guidance

Incident resolution

Customer service excellence

Tools

Microsoft Server

VMware

Hyper-V

System Centre

Job description

As a key member of our technical support function, you will provide advanced support for customers with Managed Service contracts—including 24x7x365 environments—and play a crucial role in mentoring 1st and 2nd Line engineers.

Core Responsibilities

• Carry out daily operational tasks to support the team and wider business.
• Deliver excellent customer service internally and externally.
• Maintain accurate records and ensure all updates are logged in the Service Desk system.
• Follow internal procedures, health and safety guidelines, and compliance standards.
• Contribute to continuous improvement and lean working practices.

Role‑Specific Tasks

• Respond to and resolve advanced technical incidents within agreed SLAs.
• Troubleshoot and resolve complex 3rd Line technical issues escalated by 2nd Line engineers.
• Support 1st and 2nd Line technicians with guidance, mentoring, and technical expertise.
• Perform system health checks and generate system reports.
• Implement customer changes and support technical projects as required.
• Build and configure Stone Servers and support infrastructure installation/refresh projects.
• Maintain and update technical documentation, procedures, and knowledge base articles.
• Engage in Problem Management activities in collaboration with the Technical Lead.
• Take ownership of complex incidents, changes, and problems across a 24x7x365 service environment.

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

• A varied technical role with exposure to multiple platforms and technologies.
• Training to support professional development and multi‑skilled capability.
• A supportive team culture that values learning, safety, and efficiency.
• Opportunities to grow your skills across Microsoft Server, VMware, Hyper‑V, System Centre, backup technologies, and networking.
• Wellbeing support with our Help at Hand employee app and an optional health cash plan.
• Holiday buy scheme – purchase up to 5 days of annual leave (T&Cs apply).

Ready to Apply?

If you're enthusiastic, technically strong, and eager to contribute to a company making a real impact in sustainable technology, we'd love to hear from you. Converge UK is on a mission to deliver sustainable, innovative IT solutions—and we're growing. We're looking for a hands‑on, motivated 3rd Line Support Agent to join our Managed Services team. If you care about doing meaningful work, enjoy problem‑solving, and want to advance your technical career in a fast‑paced environment, this could be the perfect role for you.

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 .