3rd Line Support Agent - Managed Services

3rd Line Support Agent - Managed Services

Stafford ST18 9AA
, UK

Posted Tuesday 25 November 2025 at 01:00 | Expires Saturday 10 January 2026 at 00:59

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.

3rd Line Support Agent
Department: Managed Services
Hours: 37 - Monday - Friday
Reports to: Team Leader

Converge UK is on a mission to deliver sustainable, innovative IT solutions—and we’re growing. We’re looking for a hands-on, motivated 3rd Line Support Agent to join our Managed Services team. If you care about doing meaningful work, enjoy problem-solving, and want to advance your technical career in a fast-paced environment, this could be the perfect role for you.

As a key member of our technical support function, you will provide advanced support for customers with Managed Service contracts—including 24x7x365 environments—and play a crucial role in mentoring 1st and 2nd Line engineers.

Carry out daily operational tasks to support the team and wider business.

Deliver excellent customer service internally and externally.

Maintain accurate records and ensure all updates are logged in the Service Desk system.

Follow internal procedures, health and safety guidelines, and compliance standards.

Contribute to continuous improvement and lean working practices.

Respond to and resolve advanced technical incidents within agreed SLAs.

Troubleshoot and resolve complex 3rd Line technical issues escalated by 2nd Line engineers.

Support 1st and 2nd Line technicians with guidance, mentoring, and technical expertise.

Perform system health checks and generate system reports to schedule.

Implement customer changes and support technical projects as required.

Build and configure Stone Servers and support infrastructure installation/refresh projects.

Maintain and update technical documentation, procedures, and knowledge base articles.

Engage in Problem Management activities in collaboration with the Technical Lead.

Take ownership of complex incidents, changes, and problems across a 24x7x365 service environment.

At Converge UK, you’re not just doing a job—you’re contributing to a company with purpose:

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…