1st Line Support Agent
Location: Hybrid, Converge HQ, Acton Gate, StaffordDepartment: Technology & ServicesFunction: Managed Services & SupportContract: Permanent, Full Time
Converge is looking for a customer-focused and technically skilled 1st Line Support Agent to join our Technology & Services team. This is an exciting opportunity for someone who enjoys solving technical challenges, delivering excellent customer service, and supporting users in a fast-paced environment.
If you have experience supporting Microsoft technologies, troubleshooting IT issues, and working directly with end users, we'd love to hear from you.
About the Role
As a 1st Line Support Agent, you will provide on-site technical support to end users, ensuring incidents and service requests are resolved efficiently and to a high standard. You will act as a key point of contact for users, supporting a range of hardware, software and infrastructure technologies while maintaining an excellent customer experience.
Working closely with internal technical teams and third-party suppliers, you will help keep business-critical systems running smoothly and contribute to continuous service improvement initiatives.
What You'll Be Doing
Provide 1st line technical support for hardware, software and IT service issues.
Diagnose and resolve incidents, service requests and technical problems within agreed service levels.
Support Microsoft Windows operating systems and Microsoft 365 applications.
Set up, configure and deploy laptops, desktops, mobile devices and peripherals.
Manage user accounts, permissions and access requests.
Support onboarding and offboarding activities, including equipment provisioning.
Maintain IT asset records and equipment inventories.
Escalate complex issues to appropriate support teams when required.
Liaise with third-party suppliers to assist with issue resolution.
Assist with system upgrades, technology deployments and project work.
Ensure all support activities are accurately recorded within the service management platform.
Adhere to company policies, security standards and compliance requirements.
Support continuous improvement initiatives and deliver a high standard of customer service.
What You Bring
We're looking for someone who combines strong technical knowledge with a customer-first approach and can build positive relationships with users at all levels.
You'll bring:
Previous experience in a 1st Line IT Support role.
Strong troubleshooting and problem-solving skills.
Experience supporting Microsoft Windows environments.
Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive and SharePoint.
Experience supporting desktops, laptops, printers and mobile devices.
Excellent communication and customer service skills.
Ability to prioritise and manage multiple support requests effectively.
A proactive and solution-focused approach to work.
Strong organisational skills and attention to detail.
Commitment to delivering an exceptional user experience.
Qualifications & Desirable Skills
Essential
GCSE Mathematics 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.
Desirable
Experience working within a managed services environment.
Knowledge of Active Directory and user account administration.
Experience using ticketing or service management systems.
Understanding of networking fundamentals and troubleshooting.
Microsoft certifications or relevant technical qualifications.
Who You Are
You are a motivated and customer-focused IT professional who enjoys helping people and solving technical problems. You take ownership of issues through to resolution, communicate effectively with both technical and non-technical users, and remain calm under pressure.
You thrive in a collaborative environment, embrace continuous learning, and are committed to delivering outstanding support and service. Most importantly, you share Converge's values of empowering people, customer success, innovation and trusted partnerships.