Job Description Posted Wednesday, 29 April 2026 at 01:00 | Expires Friday, 15 May 2026 at 00:59 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. 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 Customer Services Advisor to join our Managed Services 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, with the opportunity to be supported by an Apprenticeship, then look no further. Key Accountabilities Provide flexible support across Customer Services and 1st Line Service Desk. Respond to incidents within given SLAs. Ensure high levels of customer satisfaction. Log all calls and emails in the support system. Book engineers for on-site repairs. Escalate issues to the Service Desk as needed. Maintain customer support documentation. Main Responsibilities Deliver exceptional customer service for all support queries. Assist with hardware support issues and provide suitable solutions or escalations. Take ownership of user issues and proactively resolve them. Accurately log issues and requests in our Service Desk system. Communicate clearly with other Service Desk Agents. Resolve 1st line tickets where possible. Comply with internal management systems and safety procedures. Support Stone’s corporate social responsibility strategy. Undertake any other ad hoc duties or projects as requested by the reporting Manager. 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 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. 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 people.operationsUK@convergetp.co.uk Agencies need not apply. Proud member of the Disability Confident employer scheme Disability Confident About 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 Disability Confident .