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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in 2nd Line Support, with a strong focus on troubleshooting IT systems, including hardware, software, networks, and servers. Capable of building client relationships and delivering exceptional service while managing multiple tasks effectively.
Highest-signal resume keywords
2nd Line Support ExperienceIT Systems KnowledgeAnalytical Problem-Solving SkillsITIL CertificationExcellent Communication 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
TroubleshootingRoot Cause AnalysisIncident ManagementProcess ImprovementService Delivery Optimization
Soft Skills
Client SupportInterpersonal SkillsCritical ThinkingTime Management
Tools & Technologies
NetworksServersApplicationsPeripherals
Certifications & Qualifications
ITILCompTIAMicrosoft Certifications
Industry Keywords
Service DeskTechnical IssuesFast-Paced EnvironmentBest PracticesTrends
About the role
Key responsibilities & impact- Serve as the go-to problem-solver for the Service Desk, providing exceptional client support.
- Take ownership of technical issues, investigate root causes, and deliver timely resolutions.
- Troubleshoot complex issues escalated from 1st line support involving networks, servers, applications, and peripherals.
- Build strong partnerships with client stakeholders and the client's IT team.
- Maintain accurate records of incidents, solutions, and best practices.
- Prepare regular reports on trends, recurring issues, and process-improvement recommendations.
- Stay updated with technologies, trends, and industry best practices.
- Identify opportunities to enhance service delivery, streamline processes, and optimize the client's IT environment.
Requirements
What you’ll need- Previous experience in a 2nd line support role, preferably in 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 under pressure.
- Excellent communication and interpersonal skills to effectively interact with clients and team members.
- Ability to prioritize and manage multiple tasks simultaneously, ensuring deadlines are met.
- IT certifications such as ITIL, CompTIA, or Microsoft certifications are highly desirable.
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