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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Level 2 Desktop Support, incident management, and ITIL-based service delivery, while providing exceptional customer service and technical support in a dynamic environment.
Highest-signal resume keywords
Level 2 Desktop SupportITIL Service ManagementWindows OS SupportCustomer Service ExperienceIncident Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportPC Hardware ConfigurationAutoCAD SupportMicrosoft Office 365Network TroubleshootingMobile Device SupportCall Management SoftwareIncident ResolutionProcess DocumentationFault Diagnosis
Soft Skills
Collaboration SkillsAdaptabilityCommunication SkillsProblem-SolvingCustomer Engagement
Tools & Technologies
VMwareLANsMFDsSmartphonesTabletsOutlookRemote Desktop SoftwareTechnical Documentation ToolsService Desk SoftwareIncident Management Tools
Certifications & Qualifications
Bachelor's Degree in Information TechnologyComputer ScienceEngineering
Industry Keywords
Managed ServicesCommercial Information TechnologyTechnical ActivitiesService-Level TargetsContinuous ImprovementStakeholder EngagementBusiness-Critical OutagesCustomer-Facing EnvironmentOperational ActivitiesChange Management
Tech Stack
Tools & technologiesAndroidiOSVMware
About the role
Key responsibilities & impact- Provide local and remote support to Aurecon offices globally as required
- Resolve second-level operational issues within service-level targets
- Monitor systems, complete routine administrative tasks, and escalate issues as required
- Assist with planning, preparation, and implementation of technical activities
- Maintain accurate resolution histories and incident information in Aurecon systems
- Participate in continuous improvement and develop technical and process documentation
- Perform operational and project activities under ITIL-based service management guidelines and security policies
- Participate in incident, problem, change, release, and configuration roles
- Provide outstanding customer service and take ownership of cases through resolution
- Collaborate with business support teams and liaise with senior technical staff
- Respond to technical issues via telephone, email, and other appropriate channels
- Resolve complex hardware and software faults or diagnose and warm-transfer cases to Level 3 providers
- Respond to critical and major incidents according to established procedures
- Maintain comprehensive fault logs, resolution details, and contact information
- Support stakeholder engagement and communications, including complaints, problems, issues, corrective actions, and lessons learned
- Support clients, end users, and the senior leadership team
- Promote beneficial change and future-ready technology adoption
Requirements
What you’ll need- 3+ years of experience in commercial Information Technology, including Level 2 desktop support in a customer-facing environment
- Proven ability to guide end-users in workplace technologies and best practices
- Experience handling major incidents and business-critical outages
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field
- Experience in a Tech Assist Lounge or Remote Desktop Engineer role with customer service experience is highly desirable
- Experience in a managed services environment
- Experience using Call Management Software (CMS) is an advantage
- Experience supporting Windows OS, hardware, software, Microsoft Office 365 applications, networks, and printers
- Knowledge of modern IT workplace and mobile technologies, including MS Windows, VMware, LANs, MFDs, smartphones, tablets, Office 365, and Outlook
- Experience supporting iOS and Android mobile devices
- Experience in PC hardware configuration
- Experience supporting AutoCAD and specialist engineering applications is desirable
- Practical understanding of the ITIL service delivery framework
- Well-developed written, verbal, and collaboration skills
- Ability to adapt to a constantly changing environment
Benefits
Comp & perks- Flexible working
- Individualized work arrangements
- Diversity, respect, trust and inclusiveness culture