Converge Technology Solutions: A Commitment to Inclusivity, Innovation, and Sustainability As part of a global technology business, Converge Technology Solutions, 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 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. Do you have a passion for Technology? Do you have the drive to succeed? Are you looking to work in a fast-paced environment? Do you want to be part of a growing award-winning technology company? We are seeking a 1st Line Support Agent to join our Managed Services and Support team. You'll be the first point of contact for our customers, ensuring their issues are resolved efficiently and effectively. If this sparks your interest, and you are looking for the next step in your career, then look no further. Main Responsibilities To maintain a high degree of customer service for all Warranty and Support queries and adhere to all Service Management principles To assist 2nd line Support agents whilst maintaining accurate task records in the service desk system Proactively help resolve 1st, 2nd line tickets where required and able Review monitoring alerts to ensure clients system health is not compromised Use diagnostic tools (hardware & software) and analysers to troubleshoot system/network performance issues Measures of Performance Customer feedback. Response and resolution of incidents and requests within SLA. What we are looking for: Essential Qualifications: Good standard of education with grade C or equivalent in Maths and English. Desired Qualifications: A-Level in English and/or Maths. CompTIA A. Essential Experience: Microsoft Windows 7 & 10, Office 2013 onwards. Basic understanding of broadband connectivity and LAN networking. Knowledge of computer hardware components. Desired Experience: Microsoft Windows Server operating systems. Broad understanding of networking technologies and principles. Knowledge of Hyper-V, Failover Clustering, and Microsoft Storage Space Direct. Knowledge of key infrastructure platforms and tools (e.g., Microsoft Server, Active Directory, Exchange On-Premise, Microsoft 365). Understanding of WAN & LAN networking concepts. 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. 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 Agencies need not apply.