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.
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