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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing remote technical support for hardware, software, and Microsoft 365 services while ensuring adherence to IT processes and best practices. Capable of logging, tracking, and resolving IT incidents within SLA targets and collaborating effectively with Onsite Support and L2 Service Management.
Highest-signal resume keywords
Remote Technical SupportMicrosoft 365 ServicesIncident Logging and TrackingSLA AdherenceCustomer Service Excellence
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 SupportIncident ResolutionRemote Diagnostic ToolsTicketing System ManagementWorkflow Improvement
Soft Skills
Customer ServiceCooperationDocumentation
Industry Keywords
IT ProcessesService RequestsBest PracticesOnsite SupportL2 Service Management
About the role
Key responsibilities & impact- Provide first-line technical support, answering user queries relating to hardware and software problems
- Log all IT incidents and service requests into the ticketing system
- Resolve incidents and requests within agreed SLAs using remote diagnostic tools
- Escalate complex issues to L2 Service Management with appropriate documentation and context
- Hand over issues requiring physical intervention to Onsite Support teams
- Cooperate with Onsite Support and L2 Service Management to ensure seamless user experience
- Deliver excellent customer service ensuring users can continue to work with minimal disruption
- Follow processes, policies, and best practices in all interactions
- Document IT processes and procedures as required
- Support workflow improvement and automation initiatives where appropriate
Requirements
What you’ll need- Remote technical support for hardware, software, and Microsoft 365 services
- Logging, tracking, and resolution of IT incidents and service requests within SLA targets
- Timely escalation to L2 Service Management for complex issues and handover to Onsite Support for physical interventions
- Close operational cooperation with Onsite Support and L2 Service Management to ensure seamless end-to-end service delivery
- Adherence to IT processes, policies, and best practices in all interactions
Benefits
Comp & perks- 25 days of vacation/year
- 3 sick days/year
- Meal lump-sum
- MultiSport card
- Multipass card
- Home Office allowance