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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates in-depth knowledge of Microsoft Windows OS, including Windows 10 and 11, alongside proficiency in Microsoft Office and IT service models. Capable of providing high-quality technical support and resolving incidents efficiently while maintaining strong customer service skills.
Highest-signal resume keywords
Microsoft Windows OS ExpertiseTechnical Support ExperienceIT Service Management (ITSM) KnowledgeCustomer 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
Microsoft Windows 10Microsoft Windows 11Microsoft Office ProficiencySCCMActive DirectoryLAN/WAN/vLAN UnderstandingDHCP KnowledgeDNS/WINS UnderstandingVPN/Remote ConnectivityServiceNow
Soft Skills
Excellent Customer InterfaceProactive CommunicationFlexibility with Working Hours
Tools & Technologies
IT Service Management SoftwareMicrosoft ExchangeEmail Client ConfigurationInstant Messaging Tools
Certifications & Qualifications
Full UK Driving LicenseSC Clearance
Industry Keywords
Incident ManagementRequest ManagementTechnical Issue ResolutionCustomer Support EnvironmentProject Support
Tech Stack
Tools & technologiesDNSITSMServiceNow
About the role
Key responsibilities & impact- Undertake incident and request tasks
- Take 2nd 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
- Complete non-standard request tasks to agreed timescales
- Proactively communicate and coordinate with Level 3 teams on major-level issues
- Resolve technical issues involving laptop and desktop hardware, networks, printers, and related equipment
- Install and configure software and hardware
- Provide hands-on technical support across a busy customer environment
- Ensure users receive a responsive, high-quality support experience
Requirements
What you’ll need- In-depth knowledge and good understanding of Microsoft Windows OS, including Windows 10 and Windows 11 build, configuration, and registry settings
- Proficiency in Microsoft Office
- Experience handling LTSC Channels and KIOSK is highly desirable
- Basic understanding of SCCM/Active Directory
- Working knowledge of IT service models
- Understanding of LAN/WAN/vLAN and Wi-Fi technologies
- Understanding of DHCP, DNS/WINS, PXE, and VPN/remote connectivity
- Appreciation of the Microsoft Exchange environment, 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 (ITSM) software, specifically ServiceNow
- Excellent customer interface and customer service skills
- Some flexibility with working hours when needed
- Full UK Driving License
- SC Cleared or required to undertake SC Clearance
Benefits
Comp & perks- Friendly, open working environment
- Teamwork and performance-focused culture
- Community-oriented workplace
- Employee support and empowerment