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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing Level 1 and Level 2 technical support, including diagnosing and resolving hardware and software issues, while effectively communicating with users and maintaining compliance with SLAs. Proficient in managing access rights in Active Directory and Microsoft 365, and skilled in documenting incidents and support requests.
Highest-signal resume keywords
Technical SupportActive Directory AdministrationMicrosoft 365 ToolsIncident ManagementUser Training
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows EnvironmentsNetwork ConnectivitySystem ErrorsHardware FailuresVPN AccessWDS DeploymentSQL ServerPower AppsScripting Languages
Soft Skills
TeamworkCommunication SkillsReporting
Tools & Technologies
ITSM SystemQuick AssistSharePointTeams
Industry Keywords
Service DeskEnd-User IT SupportPreventive MaintenanceCloud-Based Environments
Tech Stack
Tools & technologiesCloudITSMSQL
About the role
Key responsibilities & impact- Provide Level 1 and Level 2 technical support to end users.
- Handle support requests received through various communication channels.
- Diagnose and resolve hardware and software issues, including network connectivity, system errors, hardware failures, printers and VPN access.
- Assist with access-rights administration in Active Directory, Microsoft 365 and SharePoint.
- Log, track and document incidents and support requests in the ITSM system through resolution and closure.
- Keep users informed of progress in compliance with SLAs.
- Deploy system images using WDS.
- Prepare and configure computers, software, drivers, updates and patches.
- Assist users with printers, mobile phones and tablets.
- Perform preventive and corrective maintenance on IT equipment and coordinate external repairs when needed.
- Train users on applications, IT security best practices, and troubleshooting procedures.
- Maintain inventories of equipment, software licenses and consumables; track orders and deliveries.
- Participate in IT projects affecting support and user experience, including optimization of deployment processes and tools.
- Write and update support procedures, document recurring incident solutions, and create user guides.
Requirements
What you’ll need- Higher education in computer science, management information systems or a related field.
- One to three years of relevant experience in a Service Desk or end-user IT support role.
- Good knowledge of Windows environments and Microsoft 365 tools, including Teams, SharePoint and remote support solutions.
- Familiarity with cloud-based environments and remote assistance tools such as Quick Assist.
- Knowledge of Windows Server, SQL Server, Power Apps or scripting languages would be an additional advantage.
- Strong teamwork and communication skills, with the ability to provide clear and regular reporting.
- Good written and spoken English, allowing you to communicate effectively in an international working environment.
- Full professional fluency is not required.
Benefits
Comp & perks- Inclusive work environment
- Equal opportunities and non-discrimination
- Constructive feedback throughout the recruitment process
- Interview available on-site or by videoconference depending on availability and location