Hybrid 1st Line IT 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 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.