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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Level 2 IT support, with strong knowledge of Microsoft environments, enterprise networking, and incident management processes. Capable of leading teams, training staff, and improving support service quality through effective communication and organization.
Highest-signal resume keywords
Level 2 IT Support ExperienceMicrosoft Environments ExpertiseIncident Management ProficiencyTeam Leadership SkillsCustomer Service Orientation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows AdministrationMicrosoft 365 ProficiencyDesktop AdministrationTCP/IP KnowledgeDNS UnderstandingDHCP ConfigurationVPN FamiliarityTicketing Tools ProficiencyTechnical Incident AnalysisUser Support
Soft Skills
Natural Leadership SkillsExcellent Communication SkillsTeaching AbilitiesWell-OrganizedProactive Attitude
Tools & Technologies
Ticketing ToolsIncident Management Systems
Industry Keywords
Enterprise NetworkingTelecommunicationsIP Telephony
Tech Stack
Tools & technologiesDNSTCP/IP
About the role
Key responsibilities & impact- Handle Level 2 incidents and service requests
- Perform the technical analyses required to resolve complex cases
- Provide expertise in Windows, Microsoft 365, and network environments
- Contribute to the continuous improvement of support procedures and methods
- Coordinate the daily activities of the Level 2 teams
- Ensure effective information flow between the Level 1, Level 2, and client teams
- Track the progress of requests requiring multiple stakeholders
- Identify bottlenecks and propose appropriate corrective actions
- Support the Supervisor in the operational management of the service
- Train Level 1 and Level 2 teams on procedures, tools, and best practices
- Promote knowledge sharing
- Contribute to the development of employees’ skills
- Help improve the quality of support services
Requirements
What you’ll need- Proven experience in Level 2 IT support
- Strong knowledge of Microsoft environments (Windows, Microsoft 365)
- Solid foundation in desktop administration and user support
- Knowledge of enterprise networking environments (TCP/IP, DNS, DHCP, VPN)
- Familiarity with telecommunications and IP telephony environments is a plus
- Proficiency with ticketing tools and incident management processes
- Ability to analyze, qualify, and coordinate the resolution of technical incidents
- Natural leadership skills
- Strong customer service orientation
- Excellent communication skills
- Strong teaching and knowledge-transfer abilities
- Well-organized and methodical
- Team-oriented
- Self-reliant and proactive
- Working hours: 9:00 a.m.–5:00 p.m.
- No remote work
Benefits
Comp & perks- Health insurance (70% employer contribution)
- Meal vouchers worth €9.50
- Annual profit-sharing bonus
- Gift card
- Vacation vouchers
- 50% public transportation reimbursement
- Quarterly bonuses of €300
- Laptop and phone
- Fixed schedule
- 35-hour workweek