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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in L1/L2 technical support, including troubleshooting laptops, operating systems, and workplace applications. Proficient in asset management, incident resolution, and maintaining compliance with security and information-handling procedures.
Highest-signal resume keywords
L1/L2 Technical SupportIncident ManagementLaptop ConfigurationIT Service ManagementTroubleshooting Skills
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 SupportTroubleshootingLaptop DeploymentDevice ConfigurationSoftware InstallationInventory ManagementEndpoint ControlsPatchingOperating SystemsCollaboration Tools
Soft Skills
Strong CommunicationAttention to DetailCollaborationPrioritizationIndependent Work
Tools & Technologies
IT Service Management ToolTicketing ToolCollaboration ToolsProductivity ApplicationsNetwork Connectivity Tools
Certifications & Qualifications
IT Service Management Certifications
Industry Keywords
Asset ManagementInformation SecurityIncident ResolutionDevice CustodyLifecycle Documentation
Tech Stack
Tools & technologiesITSM
About the role
Key responsibilities & impact- Provide L1/L2 support for laptops, operating systems, workplace applications, peripherals, connectivity, printing, collaboration tools, and user access issues
- Receive, log, categorise, prioritise, troubleshoot, and resolve incidents and service requests within agreed service expectations
- Provide hands-on and remote support, communicate progress, and confirm resolution before ticket closure
- Identify recurring issues, apply documented fixes, and escalate complex, security-related, or infrastructure issues
- Configure, image, update, and prepare laptops according to approved build standards and security requirements
- Support laptop allocation, issue, replacement, swap, return, refresh, and decommissioning
- Install authorised software, apply standard settings, validate device readiness, and complete user handover checks
- Coordinate warranty support, repairs, and vendor follow-up
- Maintain accurate laptop inventory records and custody history
- Perform physical verification and reconcile inventory against devices held, issued, under repair, returned, or retired
- Maintain device-movement documentation and user acknowledgements; report discrepancies
- Ensure devices and accessories follow asset-control and information-security procedures
- Maintain ticket notes, troubleshooting steps, resolutions, asset updates, and supporting records
- Contribute to knowledge articles, standard operating procedures, checklists, and FAQs
- Provide operational updates on ticket volumes, ageing items, recurring issues, inventory status, and dependencies
- Support onboarding, offboarding, office moves, planned technology activities, and business events
- Follow technology, information-security, access-control, asset-management, and data-handling procedures
- Maintain ownership of tickets and assigned assets through closure
Requirements
What you’ll need- Bachelor of Technology in Computer Science
- Bachelor of Computer Applications
- Bachelor of Engineering in Electrical
- Bachelor of Technology in Mechanical Engineering
- 2+ years of technical support experience
- Relevant experience in service desk, desktop support, field support, or end-user technology support, including hands-on L1/L2 troubleshooting
- Experience supporting laptop deployment, configuration, inventory, repair coordination, and user handover activities
- Practical troubleshooting knowledge across laptops, common operating systems, productivity applications, peripherals, network connectivity, and collaboration tools
- Working knowledge of device configuration, software installation, patching, endpoint controls, and standard security practices
- Experience using an IT service management or ticketing tool
- Working knowledge of incident, request, escalation, and closure processes
- Understanding of IT asset inventory, device custody, reconciliation, and lifecycle documentation
- Strong written and verbal communication
- Ability to prioritise competing requests, work independently, follow defined processes, and maintain attention to detail
- Ability to collaborate with users, internal technology teams, vendors, and service partners
- Ability to provide on-site support and reasonable coverage aligned to business operating requirements
- Relevant technical or IT service management certifications are desirable
Benefits
Comp & perks- Training, opportunities and creative freedom
- Broad scope of engagements, mentoring and formal learning
- Personalized Career Journey
- Access to career frameworks and career development resources
- Skills and learning investment
- Inclusive employer committed to employee wellbeing
- Planned support outside standard hours when agreed