1st Line Network Support Engineer

Contract: Permanent
Location: Office Based Aberdeen
Hours: 37.5 hours per week
Salary: Competitive
Closing Date: 18th September 2026

ABOUT CONVERGED SOLUTIONS GROUP

The Converged Solutions Group 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 and colleagues, 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.

Within Converged Solutions Group are 2 highly respected ISP brands with 50 years combined experience, Converged Communication Solutions and Internet For Business. We’re looking to employ an experienced Network Engineer who will provide high levels of support across both of the Converged and IFB customer bases. This role will also include a focus on attendance at customer sites and our various points of presence for troubleshooting and installations.

The successful applicant will have access to an excellent training environment and will be given every opportunity to broaden their networking skills through working with a highly skilled team across a wide service base using a variety of equipment and vendors.

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 the Converged Solutions Group 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 Network Support Engineer, you will be the first point of contact for our customers, providing technical support and assistance across a range of connectivity, 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 related to connectivity, networking, hardware, and telephony.

• Escalate complex incidents promptly 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 2 years of experience in a 1st line or service desk support role (or relevant IT experience).

• Excellent communication skills – both verbal and written.

• Good understanding of basic networking principles (DNS, DHCP, IP addressing, etc.).

• Familiarity with Microsoft Windows, Office 365, and general desktop applications.

• Experience working with ticketing and remote support tools.

• Excellent problem-solving skills.

• 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

• Financial Wellbeing: Pension and life assurance benefits.

• 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’d like to find out more please submit your CV to hr@converged.co.uk.