Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

Position Summary

The IT Support Technician EMEA provides frontline and second-line technical support to end

users across the EMEA region. The role operates as an experienced technical contributor within

the support function, handling complex incidents, maintaining service quality, and supporting

reliable day-to-day IT operations.

The position supports eƯective service delivery by resolving incidents, maintaining endpoint

and user platforms, and contributing operational insight to continuous improvement initiatives.

The role works under the direction of the IT Support Team Leader and in close collaboration

with IT Systems Administration functions, without holding leadership, management, or platform

ownership responsibilities.

Role Scope and Authority

· The IT Support Technician role focuses on operational execution and technical delivery

within defi ned standards, processes, and escalation paths.

· The role operates within established service management, security, and compliance

frameworks, contributing to service reliability and user experience through hands-on

support activities.

· Accountability for service coordination, prioritisation, team leadership, strategic

planning, and people management remains with the IT Support Team Leader and IT &

Technical Manager EMEA.

ISO 27001 and Information Security Contribution

· The IT Support Technician operates within established ISO 27001 frameworks and

internal security policies as part of day-to-day support activities.

· The role supports compliance by following defi ned access controls, change processes,

and audit requirements, and by identifying potential control weaknesses or operational

risks and escalating them through appropriate channels.

· Accountability for information security governance, policy ownership, and the overall

Information Security Management System remains with designated information security

and management roles.

Key Responsibilities:

End User Support and Service Delivery

· Provide fi rst- and second-line technical support for hardware, software, collaboration tools, and peripherals across EMEA.

· Own incidents through to resolution, ensuring clear communication, accurate documentation, and a positive user experience.

· Act as an escalation point for complex support issues within the support function prior to systems administration involvement.

· Support ticket progression, prioritisation, and SLA adherence in line with guidance from the IT Support Team Leader.

· Identify recurring issues and contribute operational input to root cause analysis and service improvement initiatives.

Endpoint and User Platform Operations

· Administer Microsoft 365 user services including Exchange Online, Teams, and SharePoint at an operational level.

· Support endpoint management activities using Intune, including device compliance, application deployment, and policy troubleshooting.

· Perform user lifecycle activities including onboarding, oƯboarding, and access changes in Active Directory and Entra ID.

· Deliver device lifecycle activities including imaging, deployment, refresh, and secure

decommissioning.

· Maintain accurate asset, device, and assignment records in line with IT Asset Management practices and audit requirements.

Infrastructure Exposure (Defined Operational Scope)

· Perform operational administration tasks within Active Directory and Group Policy under defined standards and procedures.

· Support Windows Server environments through basic troubleshooting, service

validation, and patching support activities.

· Assist with virtualised environments and backup operations as a delivery contributor,

without platform ownership.

· Participate in infrastructure upgrades and technology refresh initiatives under direction from Systems Administration.

· Escalate architectural, systemic, or third-line issues appropriately to IT Systems

Administrators.

Operational Discipline and Service Participation

· Maintain technical documentation, support procedures, and knowledge base content.

· Operate in accordance with change, access, and audit processes to ensure traceability

and control.

· Participate in on-call or out-of-hours support rotations where required.

· Support the operational administration of shared IT services and service providers in

line with established RACI and approval frameworks.

Professional Behaviours and Delivery Expectations

In addition to technical responsibilities, the role carries expectations around professional

conduct, reliability, and service ownership.

The IT Support Technician is expected to:

· Approach support challenges constructively with a service-focused mindset.

· Represent the IT function professionally and positively when engaging with end users

and colleagues.

· Demonstrate accountability for assigned work, ensuring tasks and incidents are

progressed and closed appropriately.

· Maintain clear communication and follow-through, avoiding unnecessary delays.

· Actively support collaboration and continuous improvement within the support

function.

Core Competencies and Skills

· Strong customer service orientation with the ability to operate calmly under pressure.

· Proven troubleshooting capability across end-user, endpoint, and identity platforms.

· Ability to work independently within defi ned technical and procedural boundaries.

· Clear written and verbal communication skills suitable for technical and non-technical

audiences.

· Strong organisational skills with the ability to manage multiple concurrent tasks.

· Demonstrates initiative and a commitment to service quality and continuous improvement.

Technical Experience and Knowledge Required

· Windows 10 and Windows 11 enterprise support

· Microsoft 365 user administration

· Active Directory and Entra ID user and group management

· Intune or equivalent endpoint management tooling

· Networking fundamentals including DNS, DHCP, TCP/IP, LAN, and VPN concepts

· Structured ticketing and incident management experience

· IT Asset Management (ITAM) practices including asset lifecycle tracking, inventory accuracy, and device assignment

Desirable

· Group Policy administration and troubleshooting

· Windows Server operational support

· Virtualisation platforms including Azure, VMware, or Hyper-V

· Backup and recovery tooling such as Veeam

· Basic PowerShell scripting

· Awareness of ISO 27001 and GDPR requirements

· macOS enterprise support

Education and Experience Requirements

· Minimum of three years’ experience in an IT support or service desk role.

· Demonstrated experience handling escalated or complex support issues.

· Formal IT qualifications or equivalent experience preferred.

Preferred certifications include:

· Relevant vendor or industry certifications desirable but not mandatory.

Physical Demands and Work Environment

· Hybrid role with on-site presence required for operational support, coordination,

system deployment, and incident response.

· Valid driver’s license and clean driving record

· Ability to pass BS7858 vetting requirements

· Valid passport and willingness to undertake occasional travel

What we provide

Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues:

· Competitive salary and benefits package

· Opportunities for training and professional development

· A supportive and collaborative work environment

· Pension contributions

- And more…

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.

Job Types: Full-time, Permanent