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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in incident resolution and technical support, with a strong focus on Microsoft Windows OS, hardware, and networking technologies. Proven ability to manage customer interactions effectively while adhering to service level agreements and project timelines.
Highest-signal resume keywords
Microsoft Windows OS ExpertiseTechnical Support for Hardware and NetworksServiceNow ProficiencyCustomer Service SkillsSC Clearance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ResolutionSoftware Installation and ConfigurationUnderstanding of LAN/WAN/vLANKnowledge of DHCP and DNSMicrosoft Office ProficiencySCCM/Active Directory BasicsEmail Client ConfigurationTechnical Issue ResolutionUnderstanding of KIOSKKnowledge of Computer Peripherals
Soft Skills
Excellent Customer InterfaceProactive CommunicationFlexibility with Working Hours
Tools & Technologies
ServiceNowMicrosoft ExchangeInstant Messaging Tools
Certifications & Qualifications
Full UK Driving LicenseSC Clearance
Industry Keywords
IT Service ManagementIncident ManagementService Level Agreement (SLA)Project Support
Tech Stack
Tools & technologiesDNSITSMServiceNow
About the role
Key responsibilities & impact- Undertake incident and request tasks
- Take second-line responsibility for resolving incidents to SLA
- Maintain a target of fewer than 2% incidents per month
- Complete assigned work within allocated timeframes
- Undertake project tasks supporting internal and external Project Managers
- Undertake non-standard request tasks to agreed timescales
- Communicate and coordinate proactively with Level 3 teams on major-level issues
- Resolve technical issues involving laptop and desktop hardware, networks and printers
- Install and configure software and hardware
- Provide hands-on technical support across a busy customer environment
Requirements
What you’ll need- In-depth knowledge and good understanding of Microsoft Windows OS (Windows 10 and Windows 11), including build, configuration and registry settings
- Proficiency in Microsoft Office
- Experience handling LTSC Channels and KIOSK highly desirable
- Basic understanding of SCCM/Active Directory and working knowledge of IT service models
- Understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE and VPN/remote connectivity
- Appreciation of Microsoft Exchange, email client configuration, MS Outlook and instant messaging tools
- Knowledge of computer peripherals including printers/MFDs, display screens, docking stations, port replicators, cameras and scanners
- Working knowledge of IT Service Management software, specifically ServiceNow
- Excellent customer interface and customer service skills
- Flexibility with working hours when needed
- Full UK Driving License
- SC Cleared or required to undertake SC Clearance