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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 and support tickets. Strong ability to prioritize tasks and work collaboratively within a team to resolve technical issues.
Highest-signal resume keywords
Technical SupportMicrosoft WindowsMicrosoft 365Service Desk SoftwareCustomer Service Orientation
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 SupportLAN SupportDesktop SupportServer SupportTicket ManagementMicrosoft WindowsMicrosoft 365Microsoft OfficeITIL FamiliarityProblem Resolution
Soft Skills
Excellent CommunicationInterpersonal SkillsCustomer Service SkillsTelephone MannersAbility to Work Independently
Tools & Technologies
Service Desk SoftwareSupport PortalsMessaging Platforms
Certifications & Qualifications
College Certificate in Information TechnologyIndustry Certification
Industry Keywords
Technical SupportCustomer ServiceManaged ServicesITIL Processes
About the role
Key responsibilities & impact- Answer incoming calls for technical/customer service support
- Respond to incoming emails 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 through phone, email, messaging, and support portals
- Handle multiple support tickets daily and prioritize workload effectively
- Escalate complex issues to specialized technical teams when required
- Work collaboratively within the Managed Services team
Requirements
What you’ll need- 2–3 years of 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 and 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
- Ability to work 8AM–5PM AST, with potential shift work at 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