1st Line Support Agent

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.

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.

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.

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.

Hybrid, Converge HQ, Acton Gate, Stafford

Technology & Services

Managed Services & Support

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.

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.

• 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…