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, 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.
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.
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
Agencies need not apply.