Stone Technologies Ltd trading as Converge Technology Solutions (Converge UK)
2nd Line Support Technician
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2nd Line Support Technician
Location: Hybrid – Converge HQ, Acton Gate, Stafford
Department: Managed Services
Hours: 37.5 hours per week
Reports to: 2nd/3rd Line Support Team Leader
Salary: £26,000 – £28,900 per annum
Join a Purpose-Led Tech Company Driving Sustainability
Converge UK is on a mission to deliver sustainable, innovative IT solutions—and we're growing. We're looking for an experienced and customer-focused 2nd Line Support Technician to join our Managed Services team.
If you're passionate about solving technical challenges, enjoy working with Microsoft technologies and infrastructure, and take pride in delivering exceptional customer service, this is an exciting opportunity to develop your career within a supportive and forward-thinking technology business.
What You'll Do
As a key member of our Managed Services team, you'll provide advanced technical support for customers with managed support and warranty contracts. Acting as the primary technical escalation point for our 1st Line Service Desk, you'll diagnose and resolve complex technical issues while ensuring excellent customer service and timely resolution of incidents.
Core Responsibilities
- Manage and resolve escalated 2nd Line incidents and service requests within agreed service levels.
- Act as the primary technical escalation point for 1st Line Support Technicians, providing technical guidance, mentoring and knowledge sharing.
- Deliver outstanding customer service, maintaining clear communication throughout the lifecycle of every support request.
- Maintain accurate documentation, ticket updates and knowledge base articles within the service management system.
- Follow ITIL processes, security standards and company policies to deliver a high-quality support service.
- Contribute to continuous improvement initiatives and knowledge sharing across the wider support team.
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Role-Specific Tasks
- Diagnose and resolve issues across Windows Server environments, Microsoft 365, Active Directory, Exchange, networking and virtualisation platforms.
- Administer and troubleshoot Microsoft 365 environments, including Exchange Online, Entra ID (Azure AD), SharePoint, Teams, licensing, security policies and tenant configuration.
- Support and maintain Windows Server infrastructure and virtualisation platforms such as Hyper-V and VMware.
- Monitor customer systems, investigate alerts and carry out proactive maintenance to minimise disruption.
- Independently troubleshoot core network infrastructure including DNS, DHCP, VPNs, VLANs, routing and switching to identify and resolve complex technical issues.
- Support system upgrades, patching, maintenance activities and infrastructure improvements.
- Work collaboratively with 3rd Line Engineers and technology vendors to resolve complex technical issues and perform root cause analysis.
What We're Looking For
We're looking for someone who enjoys problem solving, thrives in a fast-paced support environment and takes ownership of delivering exceptional service.
Essential
- Previous experience working within a Managed Service Provider (MSP) or IT Services environment.
- Experience acting as the primary technical escalation point for 1st Line Service Desk technicians.
- Strong experience supporting and administering Microsoft 365 environments beyond basic user administration, including Exchange Online, Teams, SharePoint, Entra ID (Azure AD), licensing and security.
- Hands-on experience supporting and maintaining Windows Server environments and virtualisation platforms such as Hyper-V or VMware.
- Strong troubleshooting skills across core networking technologies including DNS, DHCP, VPNs, VLANs and routing.
- Experience supporting Windows 10/11, Active Directory and enterprise infrastructure.
- Experience troubleshooting hardware, software and infrastructure issues.
- Excellent communication, organisation and customer service skills.
- A proactive mindset with a passion for continuous learning and technology.
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Desirable
- Microsoft certifications beyond Fundamentals level (such as Microsoft Certified Associate, Azure Administrator, Microsoft 365 Administrator or equivalent).
- CompTIA Network+, Server+, Security+ or equivalent technical certifications.
- ITIL Foundation certification.
Why Join Us?
At Converge UK, you're not just doing a job—you're contributing to a company with purpose.
Our Values
- Empowering Our People – We invest in your growth.
- Sustainability & Community at Heart – Your work directly supports our environmental impact goals.
- Customer-Centric Excellence – You'll help deliver solutions that make our clients better and faster.
- Partnerships Built on Trust – Work in a supportive, collaborative team environment.
What We Offer
- Hybrid working with a blend of office and remote working.
- Opportunities to work with a wide range of enterprise technologies and Microsoft platforms.
- Ongoing technical training, professional development and certification support.
- A collaborative team environment where knowledge sharing is encouraged.
- Wellbeing support through our Help at Hand employee app and optional Health Cash Plan.
- Holiday Buy Scheme – purchase up to 5 additional days of annual leave (T&Cs apply).
- Career progression opportunities within one of the UK's leading sustainable technology providers.
Ready to Apply?
If you're an experienced IT support professional looking to take the next step in your career with a company that values innovation, sustainability and its people, we'd love to hear from you.
Apply today and grow your career with Converge UK.
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