On-Site 1st/2nd Line Support Technician Job at Hemel Hempstead, Hertfordshire Full Time

Converge is growing, and we’re looking for an enthusiastic and customer focused On Site 1st/2nd Line Support Technician to join our Managed Services team. This is a hands on, customer facing role where you’ll be the go to technical expert on site, supporting users, resolving incidents, and ensuring our customers receive exceptional service every day.

If you’re passionate about technology, thrive in a fast paced environment, and enjoy solving problems that make a real difference to end users, we’d love to hear from you.

What you’ll be doing

• Providing on site 1st and 2nd line technical support to end users
• Troubleshooting and resolving issues across desktops, laptops, mobile devices, and core infrastructure
• Handling escalations and ensuring incidents are resolved within agreed SLAs
• Supporting technologies including Windows 10/11, Microsoft 365, Active Directory, DNS/DHCP, VPN, and networking
• Performing proactive maintenance, system checks, and monitoring activities
• Working closely with the Converge main technical support team on complex issues and root cause analysis
• Maintaining accurate documentation, ticket updates, and knowledge base articles
• Delivering excellent customer service and building strong working relationships on site

What we’re looking for Essential skills & experience

• Experience working in an IT Service Desk or MSP environment
• Strong knowledge of:
  • Windows 10/11
  • Microsoft 365 / Office applications
  • Active Directory
  • Basic LAN/WAN networking
  • Confident troubleshooting hardware and software issues
  • Excellent communication skills and a customer first mindset
  • Ability to work independently and take ownership of incidents
• Experience with:
  • Microsoft Windows Server ()
  • Hyper V or other virtualisation platforms
  • Exchange (On Prem or Online)
  • Infrastructure technologies such as DFS, DHCP, DNS, RDS, VPN, WDS, WSUS, SCCM
  • Monitoring and alerting systems
  • JIRA Project Management Tool
  • Enterprise storage or clustering
  • Certifications such as CompTIA A+, Network+, Microsoft certifications, or Level 4 Network Engineer Apprenticeship

Who you are

• Passion for the brand – you bring energy, pride, and commitment to everything you do
• Growth mindset – you’re always learning and striving for improvement
• Teamwork – you collaborate, support others, and help us achieve shared goals
• Customer focus – you deliver service that truly puts the customer first
• Empowering Our People – we invest in your success and development
• Sustainability & Community at Heart – we act with purpose and impact
• Customer Centric Excellence – our customers’ success drives us
• Partnerships Built on Trust – we work together to deliver meaningful results