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# 1st Line Support Technician

- **Company:** Converge
- **Location:** Hemel Hempstead, United Kingdom
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Outlook, Desktop Computing, Microsoft Software, Networking Basics, Microsoft SharePoint, Office365, Peripherals, Laptops, User Accounts
- **Published:** October 15, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=67660150fc032005

## About the Role

If you have experience supporting Microsoft technologies, troubleshooting IT issues, and working directly with end users, we'd love to hear from you., * Previous experience in a 1st or 2nd 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.

## Description

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., 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.