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Canon AustraliaCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing 1st-level technical support, troubleshooting desktop-related issues, and managing incidents effectively. Proficient in Active Directory administration, Microsoft desktop applications, and delivering exceptional customer service.
Highest-signal resume keywords
Technical Support ExperienceActive Directory AdministrationITIL Foundation CertificationMicrosoft Desktop Operating SystemsExcellent Troubleshooting Skills
Tech Stack
Tools & technologiesAbout the role
Key responsibilities & impact- Provide 1st-level technical support to Harbour IT customers
- Classify and log incidents
- Troubleshoot desktop-related problems using phone and remote-access tools
- Own incidents and escalate them to IT Resolver groups, IMC engineers, 2nd/3rd-level support, and third-party vendors
- Reduce escalation to 2nd level
- Restore services quickly by providing workarounds or fixing incidents
- Communicate with customers and provide feedback throughout the incident lifecycle
- Perform Active Directory account creation and Exchange/Citrix troubleshooting
- Perform Active Directory and Exchange administration
- Manage and troubleshoot printers
- Log all calls and jobs through the helpdesk system
- Provide high-level customer service and communication
- Manage warranty and hardware returns
- Ensure outstanding calls and issues are resolved or escalated
Requirements
What you’ll need- At least 2 years’ experience in technical support in an IT Support role
- ITIL Foundation Certification or experience working in an environment using the ITIL Framework desired
- At least one IT Certification (e.g., MCP, MCSE, MCITP, CompTIA A+ etc.) desired
- Degree or Tertiary Qualification desirable
- Passion for customer service excellence
- Passion for IT/computers
- Excellent knowledge of IBM Lotus Notes 8.5
- Excellent knowledge of Microsoft desktop operating systems (Windows 2000, Windows XP, Win7)
- Excellent knowledge of Microsoft desktop applications (MS Word, MS Excel, MS Outlook etc.)
- Excellent knowledge of TCP/IP and networking
- Excellent troubleshooting skills
- Excellent verbal and written communication skills
- Excellent telephone manner
- Good interpersonal skills
- Ability to work in a team environment with a shared workload
- Applicants must be eligible to work in the Philippines at the time of application
Benefits
Comp & perks- Flexible working arrangements where possible
- Inclusive and diverse workforce
- Equal opportunity employment
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingIncident ManagementActive DirectoryExchange AdministrationTCP/IP NetworkingMicrosoft Desktop ApplicationsIBM Lotus NotesRemote-Access ToolsHelpdesk SystemsPrinter Management
Soft Skills
Customer Service ExcellenceVerbal CommunicationWritten CommunicationInterpersonal SkillsTeam Collaboration
Tools & Technologies
Microsoft WindowsMS WordMS ExcelMS OutlookIBM Lotus NotesCitrix
Certifications & Qualifications
ITIL Foundation CertificationMCPMCSEMCITPCompTIA A+
Industry Keywords
IT SupportTechnical SupportIncident LifecycleCustomer FeedbackService Restoration