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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in delivering high-quality technical support and resolving complex IT issues while maintaining strong relationships with clients and stakeholders. Proficient in IT systems management, incident resolution, and service delivery improvement.
Highest-signal resume keywords
2nd Line Support ExperienceIT Systems KnowledgeAnalytical Problem-Solving SkillsExcellent Communication SkillsRelevant IT Certifications
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 ResolutionTroubleshootingNetwork SupportServer ManagementApplication SupportEnd-User Device SupportService Performance ReportingRoot Cause AnalysisProcess ImprovementTechnical Procedure Documentation
Soft Skills
Interpersonal SkillsRelationship BuildingCritical ThinkingWorkload PrioritizationFlexibility
Certifications & Qualifications
ITILCompTIAMicrosoft Certifications
Industry Keywords
Service DeskTechnical SupportEmerging TechnologiesBest PracticesClient Relationships
About the role
Key responsibilities & impact- Act as a key escalation point for the Service Desk, delivering high-quality technical support and taking ownership of incidents through to resolution.
- Investigate root causes, troubleshoot effectively, and ensure issues are resolved in a timely manner.
- Diagnose and resolve complex issues escalated from 1st Line Support.
- Provide support across networks, servers, systems, applications, and end-user devices.
- Build and maintain strong working relationships with the client's IT teams and end users.
- Collaborate to ensure clear communication, efficient problem-solving, and excellent service delivery.
- Maintain accurate records of incidents, resolutions, and technical procedures.
- Produce reports on service performance, recurring issues, and recommendations to improve processes and the overall user experience.
- Keep up to date with emerging technologies, industry trends, and best practices.
- Identify opportunities to enhance service delivery, improve efficiencies, and support the ongoing development of the client's IT environment.
Requirements
What you’ll need- Previous experience in a 2nd Line Support role, preferably within a fast-paced environment.
- Proficient knowledge of IT systems, including hardware, software, networks, and servers.
- Strong analytical and problem-solving skills, with the ability to think critically and perform effectively under pressure.
- Excellent communication and interpersonal skills, with the ability to build positive relationships with clients, colleagues, and stakeholders.
- Willingness and flexibility to travel to client sites as required to provide onsite support and maintain strong customer relationships.
- Ability to prioritise workloads, manage multiple tasks, and consistently meet deadlines.
- Relevant IT certifications, such as ITIL, CompTIA, or Microsoft certifications, would be advantageous.
Benefits
Comp & perks- Pension after 3 months of employment – T-Tech will match employee contributions up to 4% of salary.
- Life Assurance: to provide security for your family, 3x salary
- Income Protection: to provide an income in the event of long term illness
- Holiday: 23 days per year plus your birthday
- Learning environment; the opportunity to work alongside experts in the latest technologies.
- Training: we have CBT nuggets
- We care about your happiness: We use Friday Pulse
- Quarterly events and more, Go-Karting, Games nights, boat parties, Crystal Maze and escape rooms are our style!
- Medical cashback with BUPA
- Exceptional career progression opportunities