Job Description

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.



and Person Profile

Job Title 1st Line Support Agent

Department Support and Managed Services

Function Technology & Services

Base location Hybrid from home address and Converge Headquarters, Acton Gate, Stafford

Reporting to (Job Title) 1st Line Support Team Leader

Number of direct reports 0

Number of indirect reports 0

Budget Responsibility N/A

Contacts

Customers of Converge Technologies with Warranty or Managed Support contracts Other Service/Support team members

a) Job Purpose

To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal. Must be self-motivated with excellent customer service and liaison skills To be proactive and "own" calls residing on the Service Desk. To share knowledge and learn from/with the team. To provide technical support to customers with a Warranty or Managed Service support contract and support to other 1st line service desk agents

b) Key Accountabilities

Provide Warranty and general hardware support to all Warranty customers To respond to reported incidents with given SLAs Provide high levels of customer service and ensuring customer satisfaction throughout Perform system health checks to pre-determined schedules and completing system reports where applicable Provide 1st line support to all customers. Triage and diagnose customer issues and support requirements Maintaining customer support documentation Prioritise all tickets based on impact and urgency and escalate issues as required to the support team leader.

c) Main Responsibilities

To maintain a high degree of customer service for all Warranty and Support queries and adhere to all Service Management principles To assist other 1st line Support agents whilst maintaining accurate task records in the service desk system Proactively help resolve 1st line tickets where required and able Review monitoring alerts to ensure clients system health is not compromised Use diagnostic tools (hardware & software) and analysers to troubleshoot system/network performance issues Comply with Converge's internal management systems and safety procedures. Support Converge's corporate social responsibility strategy. To undertake any other ad hoc duties or projects as requested by the reporting Manager.

d) Measures of Performance

Customer feedback Response to incidents within SLA Other performance targets and metrics

e) Person Specification

Essential Qualifications Desired Qualifications

Good standard of education with grade C or equivalent in Maths and English

During any apprenticeship, the job holder will work towards the following qualifications:

Network Engineer Level 3/4 Apprenticeship

Or

MS Azure Apprenticeship Level 3/4 A-Level in English and/or Maths CompTIA A+

Essential Experience Required Desired Experience Required

Microsoft Windows 7, 10 & 11 Microsoft Office 2013 onwards Basic understanding of broadband connectivity and LAN networking Knowledge of computer hardware components Microsoft Windows Server operating systems Broad understanding of networking technologies and principles Basic Knowledge of Hyper-V, Failover Clustering and Microsoft Storage Space Direct Knowledge of key infrastructure platforms and tools: Microsoft Server 2012, 2016, 2019 Active Directory, DFS, DHCP, DNS, RDS, VPN, WDS, WSUS, SCCM Exchange On-Premise Microsoft 365 Understanding or WAN & LAN networking concepts including TCP/IP, DHCP, WINS, DNS

f) Competencies / Behaviours

Passion for the brand - Contagious enthusiasm and commitment to our business brand, our vision, and values Growth mindset - A genuine desire for personal and business growth to deliver outstanding results. Have an interest in learning about current, new and future technologies to help the company, customers, themselves and their team Teamwork - Believes in building effective and collaborative working relationships in order to achieve our goals. Ability to pay attention in detail, multi-task effectively and meet deadlines in a fast-paced environment Customer focus - Proactively and consistently provides the best service that responds to what customers want. Excellent customer service (willing to go the extra mile) Good time management Ability to work under pressure and prioritise issues Ability to identify the need to escalate Good problem solving and interpersonal skills Methodical with ability to organise and prioritise

Comply with Converge UK values:

1. Empowering Our People:

We trust, respect, invest in, and care for our team, fostering their success and growth.

2. Sustainability & Community at heart:

We act with purpose to foster positive local and global impact, creating opportunity for meaningful action, not words.

3. Customer-Centric Excellence:

Our customers' success drives us. We prioritise their needs, delivering sustainable technology solutions that make them faster, better, and more efficient.

4. Partnerships Built on Trust:

Together with our internal and external partners, we deliver sustainable IT solutions that drive impact and innovation.



This job description is not an exhaustive list and is intended to focus upon the main duties

and responsibilities of the position. Converge reserves the right to update this job

description on an as and when required basis in order to achieve and maintain flexibility in

line with business requirements.



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 08448 22 11 22



Agencies need not apply.