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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing first-line technical support for Microsoft environments, including Windows and Microsoft 365, while effectively managing customer interactions across various communication channels. Capable of handling multiple support tickets and prioritizing tasks in a fast-paced environment.
Highest-signal resume keywords
Technical SupportMicrosoft WindowsMicrosoft 365Customer Service OrientationITIL Familiarity
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 SupportTicket ManagementLAN SupportDesktop SupportServer Support
Soft Skills
Excellent CommunicationInterpersonal SkillsStrong Customer Service OrientationExceptional Telephone MannersAbility to Work Independently
Tools & Technologies
Service Desk SoftwareMicrosoft Office Programs
Certifications & Qualifications
Information Technology DiplomaIndustry Certification
Industry Keywords
ITIL ProcessesTechnical SupportCustomer SupportFirst-Line Support
About the role
Key responsibilities & impact- Answer incoming calls for technical/customer service support
- Respond to incoming e-mails concerning technical issues
- Deliver prompt and efficient first-line technical/customer support and related business functions
- Provide technical support for LAN, desktop, and server devices
- Maintain enterprise Microsoft environments
- Create and manage tickets using service desk software
- Serve as the first point of contact for clients across phone, email, messaging, and support portals
- Handle multiple support tickets daily and prioritize workload
- Escalate complex issues to specialized technical teams when required
Requirements
What you’ll need- 2-3 years experience in a similar role
- A college certificate or diploma in information technology and/or relevant experience and industry certification
- Passion for IT and desire to learn more about it
- Solid working knowledge of Microsoft Windows, Microsoft 365 and other Microsoft Office programs
- Excellent communication and interpersonal skills
- Exceptional telephone manners
- Strong customer service orientation
- Ability to work independently with minimal supervision while handling multiple tasks and changing priorities
- Familiarity with ITIL processes is an asset
- Potential availability for shift work with reasonable notice
Benefits
Comp & perks- Professional certification reimbursement for relevant career development
- Community involvement and volunteer opportunities
- Dedicated paid volunteer time
- GoodLife Fitness corporate rate – 25% off memberships
- Recognition and rewards, including service award bonus