Vacancy: 1st Line Support Engineer 

Contract: Permanent

Salary: Competitive

Hours: 35 hours per week

Location: Aberdeen

Closing Date: December 2025

 

ABOUT CONVERGED

Converged is growing – and we’re expanding our network to offer customers more choice, more products, and the same high-quality service we’re known for. We deliver exceptional experiences in connectivity, telephony, IT support, and IT security.

Our people are central to our success. Working with us means playing a key role in shaping our customers’ experience and driving our continued growth. You’ll work closely with customers, providing outstanding service and solutions that make every interaction feel valued and personal.

We want you to innovate, collaborate, and grow your potential – increasing your professional bandwidth as part of a supportive and ambitious team.

WHAT WE’RE LOOKING FOR

We believe that success comes from teamwork and consistently delivering excellent customer experiences. At Converged, we expect our people to:

• Work hard, stay positive, and enjoy what they do.
• Represent Converged as an ambassador for quality and professionalism.
• Embrace change as part of growth.
• Strive to achieve both personal and team goals.
• Collaborate openly and contribute to our shared success.

THE ROLE

As a 1st Line Support Engineer, you will be the first point of contact for our customers, providing technical support and assistance across a range of IT, network, and telephony services. You’ll log, diagnose, and resolve technical incidents, ensuring that every customer receives a prompt, professional, and friendly response.

This is an ideal opportunity for someone early in their IT career or looking to build on existing technical experience in a dynamic and supportive environment.

KEY RESPONSIBILITIES

• Act as the first point of contact for incoming support requests via phone, email, and ticketing system.
• Accurately log, prioritise, and manage incidents and requests in line with SLAs.
• Troubleshoot and resolve 1st line technical issues relating to hardware, software, networking, and telephony.
• Escalate complex incidents to network engineers or specialist teams where appropriate, ensuring clear handover and communication.
• Maintain proactive communication with customers throughout issue resolution.
• Assist in monitoring network and system alerts, responding promptly to potential service interruptions.
• Contribute to the maintenance of support documentation and internal knowledge base.
• Support on-site activities where required and participate in the team’s on-call rota.
• Follow company policies and standards including Cyber Essentials Plus and GDPR compliance.

ABOUT YOU

• Minimum 1 year of experience in a 1st line or service desk support role (or relevant IT experience).
• Good understanding of basic networking principles (DNS, DHCP, IP addressing, etc.).
• Familiarity with Microsoft Windows, Office 365, and general desktop support.
• Experience working with ticketing and remote support tools.
• Excellent problem-solving and communication skills – both written and verbal.
• Strong customer service mindset with the ability to remain calm under pressure.
• Team-oriented, proactive, and eager to learn new technologies.
• Relevant IT certifications such as CompTIA A+, Microsoft, or Cisco CCNA (advantageous but not essential).
• Full UK driving licence preferred.

WHY JOIN CONVERGED?

• Health & Wellbeing: Private family medical and dental insurance. 
• Generous Leave: 6 weeks annual leave and flexible working options for genuine work-life balance.
• Professional Growth: We support and promote ongoing professional development.
• Vibrant Culture: A dynamic, innovative, sustainable, and growing business.

EQUAL OPPORTUNITIES

We’re committed to building an inclusive culture where everyone can succeed. We welcome applications from all backgrounds and are proud to be an Equal Opportunities employer.

READY TO BE PART OF OUR JOURNEY?

If you’re passionate about technology, thrive on delivering outstanding customer experiences, and want to grow your career in a forward-thinking business, we’d love to hear from you.

If you believe you have the skills and experience we’re looking for and would like to join our dynamic team, please submit your CV to hr@converged.co.uk.