it support engineer resume pdf

IT Support Engineer Resume Samples

IT Support Engineers maintain and monitor the network and computer systems of the company. The job description listed on the IT Support Engineer Resume includes some or all of the following – installing and configuring computer systems, diagnosing hardware and software defects, solving technical issues and application problems, replacing parts, supporting new application roll-outs, setting up user account and password for employees, testing and evaluating new technologies, ensuring safety checks on computer systems, escalating unresolved issues to senior management, managing several open issues simultaneously and ensuring optimal functioning of IT Systems.

Candidates entering to provide tech support should be able to demonstrate the following skills and abilities – technical support expertise, hands-on experience with Windows/ Linux/ Mac OS Environment; solid understanding of computer systems and other tech products; and the ability to provide step-by-step instructions. The qualifications required for this job include a degree in Computer related field with a certification in Linux, Microsoft, Cisco or similar technologies.

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• IT Support Engineer

IT Support Engineer Resume

Objective : To acquire a position within the field of Information Technology with a company that will allow me to demonstrate my skills, knowledge, and desire to grow as an individual. I am looking to acquire a position with a company that provides the opportunity for further growth and development within the company.

Skills : CCENT And CCNA Certification, Desktop Support, Inventory Management, Citrix, Paladin DesignBase, I-Support Ticketing System, Active Directory, Symantec Ghost/Altiris, PC Mover, McAfee Encryption, Symantec Endpoint

Description :

• Created and managed email distribution lists, managed users and added/removed users to/from email groups, exported/imported pst files using exchange admin center in exchange 2013.
• Created user accounts, edited user account information, reset user passwords and removed access to the network utilizing active directory.
• Enabled forwarding of user emails to the desired person using Microsoft Exchange admin center. Managed user mailbox size and increased mailbox size using Microsoft Exchange admin center.
• Removed users from Lync email listing using Microsoft Lync server 2013.
• Peripheral installation/support (LAN/local printers, card readers, scanners, etc. ).
• Rack n stack servers/ switches/storage drives, run cabling (cat5 and fiber), configure ilo, and break/fix servers, storage drives, etc at our qts data center rack space.
• Installed/replaced power supplies, network cards and additional ram in HP and Dell servers.
• Performed break-fix repairs such as hard drives, power supplies, cooling fans, and ram replacement.
• Remotely connect to customers utilizing Lync or TeamViewer to resolve any issues.

IT Support Engineer I Resume

Objective : IT Support Engineer with a year of experience in providing comprehensive technical support to end-users. Successful in installing, configuring applications on Windows operating systems and providing IT technical support. Collaborate with team and Managers to complete the task in time with the ability to discover issues, resolve defects and ensure client expectations are met with high-quality support.

Skills : SQL, TESTING, ACTIVE DIRECTORY, IIS, INTERNET INFORMATION SERVICES, Implemented automation using Selenium, JIRA and Bugzilla. Created, updated and reviewed Test cases and Test Scenarios. Performed various types of testing throughout Software Testing Life Cycle (STLC) and Bug Life Cycle (BLC).

• Provided 1st line technical support; answering support queries via ticketing tool, phone, and email.
• Maintain a high degree of users service for all support queries and adhere to all service level agreement.
• Respond to inquiries from clients and help them resolve any hardware or software problems.
• Following the evolution of all aspects: documentation and the proper processing of the ticketing operation.
• Appropriate management and timely information on the results occurred depending on the priority issues and impact, providing technical support effectively.
• Answered incoming calls and logged all users questions and issues accurately and efficiently into the ticketing system.
• Work closely with development team and install the development related tools.
• Attend weekly team meeting and update the any open issues and update on any escalation.
• Monitored the alerts generated by the servers and ensure proactive measures are taken to prevent any major hardware failure.
• Log incidents and maintain records of all calls from users using the designated tool.

IT Support Engineer II Resume

Summary : Seeking a position as a Network Administrator or Support helpdesk for all IT needs. Seeking growth opportunities utilizing my technical skills and experience. Working on obtaining my A+ certification currently.

Skills : Technical Planning, User Training, Migrations And Deployment, Help Desk Operations, System Installations/Upgrades, Hardware/Software Testing, Desktop Support, System Integration, Connectivity Maintenance, Experience In POS & Security Surveillance Camera Systems.

• Developed and maintained end-user self-service trouble-shooting reference manual allowing users quick solutions to common issues which resulted in a 25% reduction in service desk requests.
• Modifications, exchange account setup and modification and managed large-scale file shares.
• Handles the deployment, monitoring, maintenance, development, upgrade and support of all IT systems, including telecommunications, email, pcs, operating systems, hardware, software, mobile devices, peripherals and office equipment.
• Provides on-site and remote end-user services, including help desk and technical support services.
• Diagnosed and troubleshoot the system and network problems and provide solutions for hardware and software faults.
• Working knowledge of vmware vsphere client including working remotely with desktop and servers.
• Working knowledge of active directory and office 365 account administration, such as creating an account, permissions, resetting passwords or creating group accounts.

Senior IT Support Engineer Resume

Summary : Senior IT Support Specialist with over 15 years experience supporting multi-platform computer software/hardware, networks, servers, and peripherals. Able to communicate effectively with all levels of management and staff. Proficient analytical and logical troubleshooting skills as well as able to assess and recommend solutions that facilitate IT business processes.

Skills : Macintosh Specialist, Google Apps For Enterprise, Office 365 Admin, Atlassian, VOIP Telco.

• As an IT Support Engineer, I helped manage the daily internal helpdesk operations of a fast scaling startup including internal desktop support of all laptops and desktops.
• Responsible for monitoring the active Jira help desk ticketing system and timely resolution of end user issues hardware and software requests. Constantly working on documentation updates and special projects as assigned by the IT manager.
• Supported a user base of 300+ employees both local and in remote locations in the US nationwide including remote offices located in Australia, UK, Poland, and India.
• Ensured employees have the hardware and software they need to be productive while maintaining an environment that is secure. Systems administration for mostly saas applications including new hire on-boarding accounts and hardware provisioning orientation and off-boarding.
• Managed new user onboarding training and off-boarding including accounts creation and security access levels. On average there were 5 to 10 new users being on-boarded during peak growth.
• Setup and configured an in-house Mac OS X caching server to serve all local internal apple and IOS updates that helped cut down on external network chatter freeing up a considerable amount of bandwidth.
• Provide friendly, timely and high quality IT support to our internal and remote team of over 300+ users. Administration of google apps for enterprise for all users including troubleshooting.
• Created, updated and maintained document workflows, user resources, and IT processes. Enforced IT policies including security, email, accounts, passwords, and compliance.

IT Support Engineer Intern Resume

Objective : Seeking a position in Information Technology as Technical Support Engineer, that would best utilize my skills and enthusiasm to make a significant contribution & add value to an organization.

Skills : Created and Configured VLANs, Tunnels, and Trunks Etc. Deployed Windows & UNIX Operating Systems Ghost Images on Multiple Systems Using PXE Boot. Experience with Firewalls (Cisco, Juniper, SRX, ASA) and ACL Configuration. Strong Knowledge Of CIDR / Subnet Masking.

• Responsible for migrating 100s of desktops, laptops, and notebooks to a new domain.
• Replaced computer name with machine serial number and configured domain name and then rebooted the system to verify by login into the domain using tech credentials.
• Setup, configured and verified local and network (hp, canon, zebra) printers.
• Administration of vmware esx and esxi servers on Dell PowerEdge servers.
• Installed, upgraded, replaced routers, switches, patch panels, servers and network cables as needed.
• Troubleshoot and resolved DNS and DHCP issues in Windows and Linux platform.
• Configured and creating/ adding/ removing VLANs, trunks etc on Cisco switches and routers.
• Troubleshoot cat6a (drops) connectivity issue using "fluke" testing tool.
• Configured, tested and verified zebra (200 - 600 dpi) printers using linux production server.
• Created straight and crossover patch cables base on t568a and t568b wiring schemes and tested using "fluke" testing tool.
• Troubleshoot network issues using ping, nslookup, arp, netstat, ipconfig, tracert, cmds etc.
• Assisted floor support, dba team, DHCP team and network architecture engineers.

Objective : To work at a leading company, utilizing my expert knowledge of computer hardware and operating systems to design solutions to specific problems and improve computer performance while continuing to enhance my expertise. I am also extremely eager to continue to learn and to be at all times exposed to new technologies, concepts and solutions.

Skills : Troubleshooting, Technical Support, Microsoft Office, Customer Service, Networking, Remote Desktop, Operating Systems, Android, Mac OS X, Social Media Management

• Providing onsite and remote it support for 6 thousand users at Omnicom group - advertising and marketing holding company on behalf of Hewlett-Packard enterprise.
• Install new/rebuild existing pcs and macs, configure hardware, peripherals, services, settings, directories, storage.
• Perform daily system monitoring verifying the integrity and availability of all hardware.
• Perform installs, moves, adds, and change (iMac) activities, as well as data backup and restorations.
• Use ServiceNow to organize ones tickets queue and for managing incidents and tasks intended for other it departments.
• Organize and coordinate activities associated with installation, deployment, and upgrade of software (windows and osx), hardware, voice/video and network facilities as it relates to the deskside environment.
• Drive resolution of all company technical escalation, including root cause and issue resolution.
• Lead and oversee day-to-day helpdesk operations to exceed customer expectations by delivering quality SLA response times and resolutions.

IT Support Engineer III Resume

Objective : 4+ years of experience in IT industry. Progressive experience in a Network Operation Center (NOC), IT Operations, Helpdesk. Working knowledge of Windows Server, server applications and infrastructure architecture Incident & problem management experience based on ITIL foundations Incident handling, Windows server monitoring, debugging environments to determine root cause. Strong experience in providing 1st/2nd line IT Support Working experience.

Skills : WIN 7, 8, 10. Microsoft Office 2007, 2010, 365, KeyScan, Active Directory, AD Manager, CISCO VPN, Cisco Call Manager, Cisco Unity, Exchange Management, Remedy Force, Premiere, ServiceWise TechExcel, Lenova,

• Maintaining the case tracker on daily basis via incident management tool. Identifying problem investigation, assignment issues, acting as an initial escalation point for day-to-day IT problems.
• Daily coordinate with dealer, reseller and end-user and logistics team. Regular monitoring & follow up for call closure with engineers, dealer, and logistics team.
• Co-coordinating with the onsite tech & leads for getting the issue resolved. Reviews and analysis - reviews on SLA breach cases, reports, critical cases and daily analysis of IT requests.
• Respond to incoming telephone calls and emails assistance from users experiencing problems.Report generation- daily, monthly, engineers productivity, problem cases, change cases.
• Coordinating with the onsite tech & leads for getting the issue resolved.
• Support and resolution experience with windows 7, outlook and connectivity issues.
• Identifies and resolves technical issues and/or researches and recommends effective solutions.
• Ensures a timely resolution and/or escalates non-resolvable issues to higher-level teams. Adheres to departmental standards and ensures appropriate use of information systems Monitors and enforces policies and procedures.

Headline : Computer Science, CompTIA A+, CCNA, MCSE and Red Hat Certified Engineer. 7+ Years of experience with Enterprise level companies in Deskside Support, IT and Analyst. Configured, deployed, maintained and troubleshoot computer, laptops, printers, network, iPhones & iPads, peripherals, and docking stations. Provide support to clients; over the phone, remotely, email, and screenshots and in-person.

Skills : Computer Technician, Networking Administration.

• Highly experienced working on ticketing system Remedy, Service Now, Jira, Cherwell: ITSM ticketing system to record and maintain issues in a timely manner and within the Service Level Agreement (SLA). Provide it hardware, software and networking level 3 support to end users.
• User remedy ticketing system to record, open, close ticket and follow up with user issue.
• Provide support for office 2010, 2013, Office 365 - outlook, powerpoint, word, OneNote, and SharePoint online. Install and configure mail accounts and troubleshoot pst and ost issue.
• Provide support for the active directory – add/delete user and workstations, ou move and update descriptions, reset password, lock/unlock the user account.
• Deploy software with sccm & landesk on the workstation, laptop, and Microsoft Surface.
• Install windows in Lenovo x1 carbon, Dell laptops, Microsoft surface with sccm.
• Provide support for LAN networking, enable/disable ports and test network connectivity.
• Provide access to the user with share drive, box, box sync app, data privilege and map network drives.
• Connect machines with network printers and troubleshoot issues related to printer.
• Deploy McAfee security, encrypt the drive, setup pre-boot login authentication.
• Analyst applications and provide support to submit and accelerate itss ticketing system in SLA.
• Work with fixed and aggressive deadlines and execute tasks in a high-pressure environment.

Summary : Seeking challenges and growth in the technology field that provides me an opportunity to contribute my educational skills, background and abilities for the advancement of company.

Skills : TCP/ IP, Networking, Network Administration, Printers, Switches, Computer Hardware, Computer Repair, Firewalls, Technical Support, IT Project Management, Desktop Support

• Ongoing hardware support - troubleshoot hardware incidents reported for laptop/notebook computers, printers, and scanners.
• Ongoing software support - troubleshoot software incidents, reported regarding operating systems, office applications, configure and deploy computers and mobile devices to end users.
• Answer telephone calls, ensuring that all incidents/queries are recorded and provide the first-time resolution.
• Check incoming information (service calls, e-mails, e-forms, database and other resources) and ensure all incidents are registered.
• Provide a single point of contact for end users to receive support and maintenance within the organizations desktop computing environment.
• Appropriately dispatch service calls, in a timely manner to the corrected groups.
• Provided tier 2 hardware/software support for multiple users (business and technical) to identify correct procedures and solutions in a timely manner.
• Tracking computer equipment warranty and non-warranty status information to ensure equipment still under warranty is serviced only by the vendor.
• Ability to communicate with the customer over the phone involving troubleshooting issues.

Jr. IT Support Engineer Resume

Headline : Working as an IT Support Engineer with experience in analyzing systems and identifying potential issues, Introduction and Integration of new technologies into existing system environment and Proficiency in managing the gamut of functions like routine System Audits, Updating Operating Systems and Configuration changes.

Skills : ESXI Servers, Exchange Server, Network Administration, Printers, Switches, Computer Hardware, Computer Repair, Firewalls.

• Providing support, including procedural documentation and relevant reports. Setting up new users accounts and profiles and dealing with password issues.
• Rapidly establishing a good working relationship with customers and other professionals. Upgradation and maintenance of software based on departments requirement.
• Resolving basic network issues related to port, nic, network driver, tcp/ip and subnet. Troubleshooting user profile and windows login issues with the domain.
• Responsible for the evaluation and recommendation of the new hardware and software.
• Manage day-to-day administration functions utilizing active directory to facilitate password resets, establish email accounts, address log-in issues, manage group access.
• Responsible for account creation for new hires/account lockouts/account disabled for termed users.
• End-user supporting and troubleshooting, upgrading ram, hard disk, modems, scanners, laptops/desktops, and laserjet printers.

Summary : A dedicated and highly energetic person who thrives in pressure situations and can be counted on when the going gets tough; skilled in Network Administration, Network Security, File Servers, Database Servers, and Workstations and other related systems. Proficient in both PC based and Macintosh based systems.

Skills : Active Directory, DNS, Exchange, Help Desk, Cisco, Networking, Dhcp, Scripting, Microsoft Office, Microsoft Windows XP, 7, 10, Technical Support

• Successful management of financial institutions and it infrastructures, managing multiple customers building relationships with customer points of contacts ensuring excelled service delivery.
• Primary interface between customers and it support team; routing and dispatching of customer support request to engineers utilizing connectwise psa.
• Resolves all level 1 & 2 support requests in a timely manner and to customers satisfaction.
• Performs installation of software, hardware, printers onsite and/or remote to customer specifications.
• Troubleshoots/resolves issues with 3rd party vendors including, site specific hardware, specific banking applications, firewall maintenance, and network devices.
• Proactive response of 1,500+ nodes through rmm active monitoring and setting up of self-healing actions to reduce support cost and time.
• Administers and troubleshoots multiple exchange environments ranging from exchange 2003 to exchange 2010.
• Travels to customer sites for projects including hardware setup and/or replacement, setup of new active directory infrastructure.
• Follows best practice and scheduling for patching client infrastructures, both microsoft and 3rd party applications.
• Compiles monthly it oversight reports for each client encompassing enterprise anti-virus management, patch management, rmm remote access, enterprise backup, critical systems (server) monitoring, and help desk ticket summaries.
• Performs customer specific desktop/laptop image build and deployment.

Table of Contents

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• It Support Engineer

5 Amazing it support engineer Resume Examples (Updated 2023) + Skills & Job Descriptions

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It support engineer: resume samples & writing guide, professional summary, employment history.

• Assisting with software testing
• Providing training and support to users
• Assisting with the design and implementation of new software systems
• Monitoring system performance
• Analyzing and resolving software compatibility issues
• Updating software to the latest version
• Troubleshooting software issues

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• Assisting with software development
• Developing and maintaining software documentation
• Identifying and resolving system malfunctions
• Providing technical support to customers
• Creating and maintaining software installation packages
• Installing and configuring software applications
• Ensuring software security

Not in love with this template? Browse our full library of resume templates

Table of Content

• Introduction
• Resume Samples & Writing Guide
• Resume Example 1
• Resume Example 2
• Resume Example 3
• Resume Example 4
• Resume Example 5
• Jobs Description
• Jobs Skills
• Technical Skills
• Soft Skills
• How to Improve Your Resume
• How to Optimize Your Resume
• Cover Letter Example

it support engineer Job Descriptions; Explained

If you're applying for an it support engineer position, it's important to tailor your resume to the specific job requirements in order to differentiate yourself from other candidates. Including accurate and relevant information that directly aligns with the job description can greatly increase your chances of securing an interview with potential employers. When crafting your resume, be sure to use action verbs and a clear, concise format to highlight your relevant skills and experience. Remember, the job description is your first opportunity to make an impression on recruiters, so pay close attention to the details and make sure you're presenting yourself in the best possible light.

it support engineer

• We coordinate Election related staff in a district (EROs, AEROs, EOs & BLOs) in purifying the Electoral Roll in respect of Assembly Constituencies.
• Clearing of Applications & Complaints, removing Dead & shifted electors.
• Verification of Polling Stations & Maps of Polling Stations.
• Obtain materials and supplies such as BLO Registers and campaign equipment.
•  Troubleshooting of computer Hardware, software and networking problems of office or by taking remote through VNC.  
•  Installation of OS [win xp,7,vista,8,10] ,win server 2k8, 
•  Installation & troubleshooting of Network printers, Scanner, LAN setup etc. 
• Troubleshooting of OS related issues & installation of client related software’s & troubleshooting 
• Managing Antivirus server, Cyberoam and installation & Maintenance of Quick Heal  Antivirus on employee’s computers. 
• Configuration and troubleshooting of Web-mail for employees. 
•  Administration of windows server 2008 Active directory (Added, maintained and removed objects within Active Directory). 
•  Creating new e-mails, User mailbox and Distribution Groups etc. using exchange management console). 
•  Installation and configuration of Node endpoint protection using endpoint protection manager console. 
•  Asset management of all IT equipment’s. 
•  Monitoring connectivity of store servers to HO which is connected through VPN. 
• Installation, Configuration& Maintenance of CCTV (IP) 
• Provided support to security team using Trend Micro Security Software. 
• Monitor E-mails, websites and the network for any suspicious activity. Block and quarantine any suspicious/malicious e-mails, websites and connections. 
• Troubleshoot Trend Micro software configuration if issues occur. 
• Provide updates for Windows OS using WSUS

it support engineer( off role)

• Troubleshootings  and resolve incidents (Hardware and Software) related to desktop and associated peripherals
• Troubleshootings  Network connectivity (LAN ) issues.
• Installation of desktop and hardware like CD-ROM, sound cards, etc
• Operating Systems (OS) installation / re-installation, upgrades and patches for desktops.
• Software installations such as MS-Office, Acrobat Reader, mail client etc. Installation of anti-virus on desktops and remove Virus.
• Configuration of Print devices (network and local) on desktops.
• CCTV Camera Configuration.

it support engineer Job Skills

For an it support engineer position, your job skills are a key factor in demonstrating your value to the company and showing recruiters that you're the ight fit for the role. It's important to be specific when highlighting your skills and ensure that they are directly aligned with the job requirements, as this can greatly improve your chances of being hired. By showcasing your relevant skills and experience, you can make a compelling case for why you're the best candidate for the job.

How to include technical skills in your resume:

Technical skills are a set of specialized abilities and knowledge required to perform a particular job effectively. Some examples of technical skills are data analysis, project management, software proficiency, and programming languages, to name a few. Add the technical skills that will get hired in your career field with our simple-to-use resume builder. Select your desired resume template, once you reach the skills section of the builder, manually write in the skill or simply click on "Add more skills". This will automatically generate the best skills for your career field, choose your skill level, and hit "Save & Next."

• Software Testing
• Programming
• Operating Systems
• Cloud Computing

How to include soft skills in your resume:

Soft skills are non-technical skills that relate to how you work and that can be used in any job. Including soft skills such as time management, creative thinking, teamwork, and conflict resolution demonstrate your problem-solving abilities and show that you navigate challenges and changes in the workplace efficiently. Add competitive soft skills to make your resume stand-out to recruiters! Simply select your preferred resume template in the skills section, enter the skills manually or use the "Add more skills" option. Our resume builder will generate the most relevant soft skills for your career path. Choose your proficiency level for each skill, and then click "Save & Next" to proceed to the next section.

• Communication
• Interpersonal
• Time Management
• Problem Solving
• Decision Making
• Critical Thinking
• Adaptability
• Organization
• Public Speaking
• Negotiation
• Conflict Resolution
• Attention to Detail
• Self-Motivation
• Stress Management
• Collaboration
• Strategic Thinking
• Emotional Intelligence
• Flexibility
• Reliability
• Professionalism
• Computer Literacy
• Data Analysis
• Project Management
• Customer Service
• Presentation
• Written Communication
• Social Media
• Troubleshooting
• Quality Assurance
• Supervisory
• Risk Management
• Database Management
• Documentation
• Financial Management
• Visualization
• Business Acumen
• Process Improvement
• Relationship Management.

How to Improve Your it support engineer Resume

Navigating resume pitfalls can mean the difference between landing an interview or not. Missing job descriptions or unexplained work history gaps can cause recruiters to hesitate. Let's not even talk about the impact of bad grammar, and forgetting your contact info could leave your potential employer hanging. Aim to be comprehensive, concise, and accurate.

• Investigating system errors and bugs

Include your Contact Information and Job Descriptions

Missing job descriptions lessens your chances of getting hired..

• Employers want to know what you've accomplished, so make sure to include descriptions for all of your previous jobs.
• Keep job descriptions short but don't just list your jobs.
• Never copy-paste a job description to post on your resume. Get inspired and use tools to help you write customized descriptions.

How to Optimize Your it support engineer Resume

Keep an eye out for these resume traps. Neglecting to detail your job roles or explain gaps in your career can lead to unnecessary doubts. Grammar blunders can reflect negatively on you, and without contact information, how can employers reach you? Be meticulous and complete.

• Assisting with the design and implementatin of new software systems
• Providin technical support to customers
• Instaling and configurating software applications
• Investigatig system errors and bugs
• Instaling and configuring software applications
• Monitering system performance
• Troubleshootin software issues
• Creatin and maintainin software installation packages
• Monitorin system performanc.

Correct Grammar and Address Gap Years in Your Resume

Don't leave unexplained gaps in your work history..

• When explaining gaps in your employment section, start by being honest.
• Elaborate on the gap and show that you never stopped learning.
• Explain and elaborate any gap in your work history by highlighting new skills.

it support engineer Cover Letter Example

A cover letter can be a valuable addition to your job application when applying for an it support engineer position. Cover letters provide a concise summary of your qualifications, skills, and experience, also it also gives you an opportunity to explain why you're the best fit for the job. Crafting a cover letter that showcases your relevant experience and enthusiasm for the Accounts Payable role can significantly improve your chances of securing an interview.

Apple Hiring Team

I am a passionate It Support Engineer with 12 years of experience in Software Development. I am excited to submit my application for the Senior It Support Engineer position at Apple, where I believe my skills and expertise would be a great asset to your team.

As someone who has faced challenges in various areas of my life and has overcome them, I am confident in my ability to adapt and thrive in any environment. I have developed a reputation for being a collaborative team player and an effective problem solver, which has been instrumental in my career's success. With my experience and passion for Software Development, I am excited to apply my skills to this role and contribute to your organization's growth and success.

Thank you for considering my application for the Senior It Support Engineer role. I am looking forward to a future where we work together to drive this organization's success.

Showcase your most significant accomplishments and qualifications with this cover letter. Personalize this cover letter in just few minutes with our user-friendly tool!

Related Resumes & Cover Letters

Contemporary

Professional

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IT Support Engineer Resume Samples

The guide to resume tailoring.

Guide the recruiter to the conclusion that you are the best candidate for the it support engineer job. It’s actually very simple. Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This way, you can position yourself in the best way to get hired.

Craft your perfect resume by picking job responsibilities written by professional recruiters

Pick from the thousands of curated job responsibilities used by the leading companies, tailor your resume & cover letter with wording that best fits for each job you apply.

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• Provide general support for IT Development areas, including provision of support for projects and the implementation of new products
• Knowledge of ITIL Service, Change and Problem management processes
• IT Operations Manager
• Participate and support the Continuous Improvement initiatives in the IT dept
• Manage the ASSYS Q in a professional and timely manner
• Provide first level support if an issue arises during shift
• Report extra services provided beyond SLA
• Assist in the design and management of specific development networks
• Report on the monthly performance of the workshop and provide feedback to the Global Operations regional management teams
• Assist with process development and improvement to include technical documentation
• Server room management and the management of complex IT infrastructure and networks
• Assist computer hardware and accessories procurement for local users by working with HQ IT and the local office management
• Manage local suppliers in the provision of services for the SITA Field Operations centre and report on services provided to management
• Produce weekly reports covering metrics and work performed
• Assisting senior IT management in developing and implementing IT strategy
• Identifies records and works with management to proactively revise current procedures and tools to improve customer satisfaction
• Assisting senior IT management in developing IT policies that conform to overall IT strategy
• Work closely with Global Support Center and L2 Desktop Support teams to continuously improve/promote L0, L1, and L2 fault-resolution
• Provide backup AV support. Handle in-call technical support issues; perform level 2 & 3 troubleshooting
• Provides support across the HDS collaboration environment including voice, video, and data networking services at local and remote offices
• Pro-activity in individual Book-of-Work management; focus, and status reporting
• Knowledgeable of Windows Office product suite, VPN and local area network. Any knowledge of Thompson One, BetaLink and ILX is
• Excellent communicator at all levels. Empathises with user frustrations; capable of dealing with people in a calm, professional and effective manner
• Good administration skills with strong attention to detail for updating records and following procedures and checklists
• Knowledge of industry standard IT best practices, including disaster recovery and high availability concepts
• Strong analytical skills with proven problem solving ability
• Basic knowledge of VB.Net and MS SQL
• Strong analytical skills with demonstrated problem solving ability
• Excellent written and verbal communication skills. Ability to clearly explain IT concepts to both technical and non-technical users
• Excellent general IT knowledge for corporate networked workstations
• Excellent communication skills (written and verbal) with the ability to communicate effectively at all levels

15 IT Support Engineer resume templates

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• High School diploma or equivalent and up to2 years experience with PC support maintenance required. B.S. Information Technology and 1-2 years experience a plus
• Up to 2 years experience with PC support/maintenance required, 1-2 years experience with PC support/maintenance, experience installing and supporting hardware and software in a support environment a plus
• Knowledgeable of Windows 7, Office 2003, MS Outlook, VPN and local area network. Experience with Dell computers. Any knowledge of Thompson One, BetaLink and ILX is a plus
• A certification is a plus
• Knowledgeable of Windows Office product suite, VPN and local area network. Any knowledge of Thompson One, BetaLink and ILX is a plus
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software. Specific experience with Dell equipment a plus
• Must have clean credit record (be able to qualify for corporate credit card)
• Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems

Senior IT Support Engineer Resume Examples & Samples

• Remote investigation, resolution and escalation of major Incidents and Problems affecting the desktop environment
• Technical excellence in the ability to diagnose and resolve software issues to root-cause level
• Ownership of Major incidents and technical escalations from IT Support Teams affecting the desktop platform
• Liaise with the London Manager whenever operational issues are detected
• Collaboration with cross-technology peer-groups, with a focus on root-cause analysis
• Support all ITIL processes, in particular the Incident, Problem, and Change Management processes
• High School diploma or equivalent and up to 2 years experience with PC support maintenance required. B.S. Information Technology and 1-2 years experience a plus
• Knowledgeable of Windows XP Pro, Office 2003, MS Outlook, VPN and local area network. Experience with Dell computers. Any knowledge of Thompson One, BetaLink and ILX is a plus
• A+ certification is a plus
• At a minimum, a Degree in Information Technology / Information Systems or a related IT discipline
• Excellent organisational and time management skills
• Supports ongoing change and continuous improvement
• Ability to work independently or as part of a team to meet objectives
• Flexible and willingness to adapt with business requirements
• Works to the highest professional, ethical and moral standards
• Exercises discretion and confidentiality at all times
• Takes a proactive approach to developing knowledge/skills, including developments concerning technology, end user devices and systems in general
• Minimum of 5 years' experience in a similar role, in a Corporate multinational environment, ideally in a regulated environment
• Proven expertise in 2nd line support for an environment with 100+ PC's
• Experience with Microsoft technologies such as Windows Server, Exchange Server, Active Directory will be desirable
• Day to day experience in Virtualization (VMware preferred),
• Managing backup environment
• Good working knowledge of cGMP
• Good knowledge of Windows 7, SharePoint, Lync and standard Microsoft office tools (2010)
• Network connectivity in a LAN/WAN/WIFI (Cisco) environment

Lead IT Support Engineer Resume Examples & Samples

• Associate’s degree or its equivalent and 3+ years experience
• 3+ years in PC Support/Maintenance or related technical field
• Microsoft certification is a plus
• Knowledgeable of Windows, Office product suite, VPN and local area network. Any knowledge of Thompson One, BetaLink and ILX is a plus
• Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware
• Strong time management and leadership skills
• Is tactful and prompt with issue resolution
• Ability to work well independently or collaboratively in a team environment
• Transportation required for occasional travel to local branch locations
• Accredited education in Information Technologies
• Device operations and maintenance of Desktop PCs, Notebooks, Smartphones (iPhone, Blackberry, Android), Tablets, Printers (specifically Lenovo, Dell, HP)
• PC Imaging & Installation procedures
• Experience with Microsoft Technology and Standard Office Applications (e.g. Windows 7 / Vista / XP and MS Office 2003 / 2007 / 2010 environment)
• Imaging & Installation procedures
• Network Technologies & Administration (AD/DNS/WINS) for WAN/LAN/WLAN
• High customer and service orientation
• Autonomous & proactive working behaviour
• Managing, maintaining & advancing application layer tools in IT infrastructure
• Assist architecting of IT projects
• Assist existing team with Support for desktop
• Apply advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues
• Advise and support on multiple technologies including storage, networking, security and virtualization
• Effectively communicate procedural and technical issues to internal parties
• Identify and provide resolutions to a diverse range of complex technical problems and support others in providing validated technical information, support process instructions and special support requirements
• Identify, document and report design, reliability and maintenance issues
• Understand The Doyle Collection technical communication structure and have a sphere of influence which extends through-out the business
• Effectively lead efforts in facilitating problem recreation and failure analysis of systems level issues and recommend and utilizes a wide variety of test equipment, diagnostic tools and techniques used in problem resolution
• Develop and implement resolutions to identified problems, and follow standard practices and procedures
• Develop a broad knowledge of the organization's mission and strategy and relate it to day-to-day issues
• Challenges existing processes based on industry best practices, enhances these for the benefit of all
• May need to provide documentation and direct feedback to co-workers as appropriate
• Validate technical information, issue early warnings and disseminate information as needed
• 4 - 5 years' experience in a Senior Support role facilitating 500 users +
• S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
• Microsoft Hyper V MCS and/or VMWare VCP certification or equivalent Hypervisor administration work experience
• Experience working with Windows 2003 & 2012
• Knowledge of Azure is highly beneficial
• Familiarity with SQL & Oracle is an advantage
• Performance and Network Optimization, Log Analysis experience
• Ability to clearly communicate verbally and in writing
• Incident and problem management, break-fixes, restores
• Analysis and resolution of desktop hardware and software problems
• 2nd Level technical support including answering IT query calls, processing query emails
• Logging tasks and documenting fixes via Service Desk call logging system
• Manage application deployments via SCCM
• Video conferencing system support and administration
• 1st Level telephony and network support
• User and computer account administration and troubleshooting
• Managing office and desk moves
• Participate in global client computing technology initiatives and projects
• Work proactively with the Desktop Support team members in other regions on improving efficiency, processes and service quality to the business
• At least 3-4 years' experience in a desktop support position within the financial sector
• A diploma or degree in Computer science or equivalent credentials would be advantageous
• MCSA or MCP's certification would be advantageous
• A proven track record of delivering and supporting client computing technologies
• Management, administration, and support of the company's multi-office technology infrastructure that consists of mixed Mac and Windows work environments
• Scale the company's IT resources in parallel with the company's planned growth and build processes to speed up onboarding of new employees
• Provide hands-on support and troubleshooting to company employees
• Install, integrate and support desktop technologies
• Author and maintain documentation for commonly faced issues by the employees
• The successful candidate must have a minimum of a year of relevant IT support experience
• Hands-on experience supporting Mac and Windows environments is a must
• Interest in, and a basic understanding of, common IT technologies — video conferencing, asset management, Google Apps, and VPNs are critical
• Self-motivation and the ability to work under minimal supervision are a must
• Some scripting skills in AppleScript/PowerScript are desirable
• Perform technical support functions via phone, remote connection and desk side visits
• Ensure incidents are managed in a timely manner and escalated using the correct procedures
• Correctly diagnose software and hardware faults and liaise with 3rd party engineers
• Incidents should be carried out within reasonable time scales and monitored to resolution
• Build and support laptops, desktops, printers iPads and Macs
• Assist with user account management
• Administer IT asset inventories, ensuring records are kept fully up to date
• Produce and maintain technical documentation and articles for the knowledge base
• Work on projects as required
• Technical knowledge of supporting Windows XP/7/8 and Mac OS in a networked environment
• Support Windows Server 2003, 2008, 2012
• Experience of working with: Microsoft Active Directory, Group Policy and NTFS and Share
• CISCO Unified Communications Manager Administration
• Backup Exec Administration
• Familiar with Thunderbird, FileZilla and FlexLM
• Detailed knowledge of the Microsoft Office 2003, 2010/13 Suite including installing, configuring and support within a network environment
• Understanding of networking technologies (wired and wireless)
• Knowledge of remote working technologies
• PC and Laptop configuration
• Configuration, analysis and diagnostics of PC, Printer and Laptop faults
• Familiarity with Dell PC hardware
• Understand the technical communication structure and have a sphere of influence which extends through-out the business
• BS.c in Computer Science, Electrical Engineering, Math, or equivalent work experience
• Knowledge of Citrix is highly beneficial
• Knowledge of Azure is an advantage
• Basic Know how of ITIL and logistic processes
• Working experiences in IT support for current Microsoft and Apple hardware and operating systems
• Know-how of Support Ticketing processes
• Ability to interact and consult with others in particular for de-escalation management
• Strong motivation and willingness to learn and perform
• Respond to requests for technical assistance in person, via phone, or electronically
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources
• Advise user on appropriate action
• Follow standard help desk procedures
• Administer help desk software
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests and document resolutions
• Prepare activity reports
• Inform management of recurring problems
• Stay current with system information, changes and updates
• Configure new employee laptops and phones
• 2+ years of relevant experience. Bachelor’s degree preferred
• Working knowledge of fundamental operations of Windows software, hardware and other equipment
• Experience with MS Office, Windows 7,8, Active Directory, Exchange, Dell Laptops and Servers, familiarity with Linux a plus
• Knowledge of relevant call tracking applications
• Related experience and training in troubleshooting and providing helpdesk support
• B.S. in Computer Science, Electrical Engineering, Math, or equivalent work experience
• Experience working with Windows 2003 & 2013
• Ability to use own initiative when faced with complex problems and tasks

A/V IT Support Engineer Resume Examples & Samples

• Bachelor’s degree with an emphasis in audio visual, Computer Science, Computer Information Systems, or similar discipline, or equivalent combination of education and experience
• Demonstrated advanced expertise in installing, integrating, configuring, troubleshooting, repairing, and supporting AV equipment and services
• Hardware and software problem solving, problem solving and use of Windows, Mac and Android operating system and Microsoft Office applications. Understanding of IT networking principles
• Demonstrated experience effectively collaborating with other functions (e.g. executives, facilities, public relations, creative services and external partners)

IT Support Engineer Financial Markets Resume Examples & Samples

• Provide 24/7 IT support for Financial Markets Applications
• Monitoring the support call queue ensuring calls are responded to and dealt with within agreed Service Level Agreements
• Support of overnight batch process
• Work shifts covering core hours onsite between 07.00 and 18.30
• Perform trend analysis & make recommendations for enhancements to ensure problems do not recur and to prevent further issues occurring
• Manage and implement releases when required
• Provide Management Information
• Liaise and provide regular updates on all calls assigned ensuring SLA's are strictly adhered to
• Problem management and accurate communication of critical issues
• Knowledge of Financial Markets
• Good SQL knowledge
• Excellent oral / written communication skills
• Knowledge of Financial Markets which should include products such as FX, Fixed Income, Derivatives
• Excellent standard of computer literacy with MS Excel, Word, Access
• Proven track record of problem solving and performing root cause analysis
• Understanding of ITIL and incident / problem management
• Provides 2nd line support to the Global IT service Desk in maintaining the office and production environment, providing assistance and training whenever required
• Level two support for server, network infrastructure and printer environment
• User training and asset management (front and back office)
• Execute and manage routine IT checklist
• Liaise with Global IT groups for hardware/software deployments or installations
• To configure, install, support and maintain IT hardware and software - PCs, laptops, desk and mobile phones, printer/copiers, Windows operating systems, applications software, mobile etc
• Writes all related documentation / update data (Changes, Validation docs, systems proposals/recommendation, etc)
• Troubleshooting network connectivity issues LAN/WAN and WIFI
• Day to day management of the virtualised environment (create, maintain and monitor)
• Day to day management of back office task's (network monitoring, anti- virus, deployment, servers, update and patching etc.)
• At a minimum, a Degree in Information Technology / Information Systems
• Excellent organisational and time management skills (is organised and can prioritise demands)
• High attention to detail, high level of accuracy in all aspects of the position
• Excellent problem solving and analytical abilities
• Self-starter, proactive positive attitude and motivated by the role
• Ability to work independently or as part of a team to meet objectives and deadlines
• Takes a proactively approach to developing knowledge/skills, including developments concerning technology, end user devices and systems in general
• Minimum of 5 years' experience in a similar role, in a
• Corporate multinational environment, ideally in a regulated environment
• Managing backup environment essential
• Very good knowledge of Windows 7, SharePoint, Lync and standard Microsoft office tools (2010)
• Cisco switches / routers
• Windows Server 2003/2008 environment
• HP Blade Centres
• VMWare environment
• Citrix Environment
• Windows 7 end users laptops/desktops
• LAN - Upgrade IOS version on Cisco switches
• Windows - Server 2003 upgrade to Server 2008
• Software deployments to laptops/desktops using remote deployment tool
• Other project work as required
• Network ACL updates
• Citrix access mgmt
• Solarwinds alerting resolution
• Install security patches on windows servers
• LAN / WLAN mgmt
• Production documentation work
• CCNP required; Microsoft server certifications preferred
• 3 to 5 years previous IT experience
• Previous experience working on similar technologies as listed above
• Experience working on projects on own initiative
• Have own car for travel between the 3 sites is essential as may be required at short notice to travel to between the 3 sites
• Good organizational and coordination skills
• A requirement of the role is that you must adhere to all Health & Safety requirements
• Server and PC hardware support
• Network Cabling systems
• Windows Operating systems support (XP/Win7/w2k3/w2k8)
• Server Architectures
• Part of the support team responsible for performance and quality of the underlying infrastructure
• Ensuring all calls to the Helpdesk are dealt with efficiently and promptly
• Tracking, control and escalation of ongoing technical and user support issues as part of IT team
• Manage the identification and resolution of problems from incident data
• Challenge existing policies and practices, offering an alternative solution
• Management of licensing requirements for software and hardware services
• Manage the scheduling, development, testing and release of all technical bug fixes, patches and change requests
• Maintain home drives, files shares and develop a data retention policy
• Perform backups and restores using Avamar when required
• Provide technical direction to the team members
• Engage in technical projects where required
• Provide weekly reports to the Technology Manager
• Ensure Agreed Service Level Agreements are adhered to by 3rd party suppliers
• Develop and maintain a risk register and manage each risk therein
• Continuously strive to improve the service delivery to the business
• Proposing and implementing permanent fixes for repeating issues. ?
• Identify Call trends and put in place processes to address

IT Support Engineer to Managing Director Resume Examples & Samples

• Ensure all services and hardware are highly secure at all times
• Investigate and resolve complex incidents / problems, working with the partner, other IT staff and vendors where necessary, ensuring that the earliest possible resolution and ensuring the highest level of service is maintained at all times
• Analyse incident trends to be able to provide proactive support to improve performance and service
• Liaise with third party software/hardware suppliers or maintenance suppliers where necessary
• Maintain up-to-date awareness of developments in the IT industry and identify how appropriate ones can be applied to improve productivity and security
• Pro-actively liaise with the executive team to ensure that their IT devices and systems are functioning correctly and general housekeeping requirements are met
• Write scripts to automate routine tasks, working collaboratively with IT Manager and data analyst
• Any other relevant duties as requested by line management
• Citrix XenApp 6.0 - 7.5; Terminal Services environments and desktop virtualisation
• Blackberry Enterprise Server/Service 5 / 12
• Document Management Systems
• Information Technology certifications from leading organisations like Microsoft, VMware, Citrix, Cisco, and CompTIA
• A good degree, preferably a Bachelor of Science Degree
• Address hardware and software related problems and questions
• Build and deploy phones, workstations, laptops and related hardware
• Provide detailed reporting of troubleshooting activities within ticketing system
• Setup and maintain accounts within Active Directory
• Maintain accurate inventory management of assets assigned to NGC employees
• Maintain up-to-date image and patches for desktops and laptops
• Troubleshoot remote desktop connection issues
• Troubleshoot circuit issues, phone issues and monitor the status of trouble tickets with vendors
• Assist with all IT- related projects
• Build / upgrade / manage servers and cloud services as required
• Maintain all workstations from a software and hardware perspective
• Proactively seek solutions to make the team more efficient in their tasks
• Maintain up to date awareness of developments in IT industry and identify how appropriate ones can be applied
• Develop scripts to automate tasks (Python / PHP / HTML / CSS / Bash)
• Implementing secure systems
• Hands on network, servers, outlook configurations
• Managing data centers
• Coordination with Network, security and wintel teams for resolving IT issues
• Ability to manage small and large projects
• Ability to manage external vendors within the relevant IT infrastructure areas
• Experience with the development and implementation of IT policies, procedures and documentation
• Expediting high priority issues to concerned resolver team and coordinating with them for faster resolution and timely update to stake holders
• Experience managing large IT environment consisting of but not limited to HP and Cisco servers hardware related issues
• Ability to handle multiple VIP customers in case support is needed
• Ability to support VIP custermers though phone during weekdays and weekends
• Ability to manager multiple suppliers and follow up with them until their support is taken for resolving issues depending on third party contractors/suppliers/ service providers
• Managing IT assets and updating asset management team accordingly
• Managing IP Phones, Projectors and VC unit, periodic testing and follow up with team responsible if issues found until resolution
• Working knowledge on SCCM, server room environment controls
• 2-7 years experience Desktop support administration
• 1 year IT Project Management experience preferably in a multi-site environment
• ITIL V3 Foundations certified
• MSCE certification CCNA desirable
• Administration and management of physical and virtual servers, including install, backups, logging and auditing
• To work with the IT Helpdesk to resolve problems of our user base as well as to implement change where required
• To provide backup first line IT Support to users including call logging, account management, PC installs, printer drivers and other applications
• Manage the deployment and configuration of technology to implement security requirements including configuration of firewalls
• 2nd Line will backup to IT Administrator in all tasks such as daily backups, virus software updates etc
• Some travel to other sites will be required
• Ideally, you will be Microsoft certified e.g. MCSE, MCSA, MCP, MCITP
• You will have good server/infrastructure experience specifically management of servers, routers, switches, firewalls and VoIP equipment
• A good knowledge of tools and applications required for business continuity, resilience and security including backup, logging, auditing
• Virtual technologies specifically Hyper-V
• Windows Server 2012 and server manager
• Office 365. (SharePoint, Exchange)
• Have a good understanding of Firewall configuration preferably Juniper equipment

IT Support Engineer Ibmi Resume Examples & Samples

• Maintain development and test environments
• Package and distribute releases to AOM (Application Operational Management)
• Liaise with AOM to support test and production environments
• Configure, maintain and support Software change management tool (Turnover)
• Manage and support development client code repository on SVN
• Support Testing – System and Regression
• Manage and support Translation (Catalyst)
• Assist 3rd level support team and AOM with production incidents
• Publish Technical Documentation
• Application optimization
• Experience in IBMi (iSeries/AS400) platform strongly preferred
• Basic level RPG & CL experience desirable
• DB2 and SQL
• Library and file structure
• Global experience preferred
• Good business understanding, retail knowledge/experience preferred
• Provides first-level support for Vancouver office colleagues as a cornerstone of the IT function
• Responsible for installation, implementation, and upgrades of internal systems
• Responsible for maintaining and updating the inventory of all office equipment, hardware, software and supplies
• Troubleshoots, maintains, and monitors hardware and software like printers and MFP
• Supports IT Manager with the maintenance and upgrades of all Demonware IT infrastructure
• Responsible for software licensing and support
• Supports IT Manager with the design and implementation of IT policies
• Responsible for engineer support, user account management
• Supports the implementation of backups, disaster recovery and business continuity planning
• Manages Google Apps, Zendesk, Jira, Confluence, Slack and other enterprise applications
• Assists IT Manager to document Demonware IT services
• Offers supports for developer tools – e.g. Visual Studio, Github, Bamboo
• Supports on key facility projects including both Dublin and Vancouver
• 5 years experience in a similar IT Support / Admin role
• 5 years experience maintaining Linux (Centos prefered) application servers
• 5 years experience working with Microsoft tools (AD, Exchange, Office)
• 2-3 years VMware ESX experience
• 2-3 years Cisco experience (switches & phones)
• 1-2 year maintaining Linux on the desktop
• 1-2 years direct purchasing
• Friendly customer-focused personality
• Experience with AWS is preferred
• Experience with Palo Alto and Juniper firewalls (nice to have)

Junior IT Support Engineer Resume Examples & Samples

• Manage the batch schedule through to completion
• Ensure that all requests are processed in a timely manner without affecting online service
• Manage the resolution and escalation of alerts from the monitoring tools
• Produce client correspondence output across the group
• Maintain and supporting our change control procedures to ensure that quality changes are implemented with efficiency and ease
• Assist with cross-training of all staff in the Operations Centre
• Provide prompt and efficient problem analysis and solving across all platforms
• Liaise with the Service Desk during system problems
• Complete all checklists, communications and reports in a timely fashion
• Competencies for your Role - how you are expected to behave
• Drive for Results
• Delivering Superior Customer Satisfaction
• Team Work and Cross Functional Collaboration
• 1 Experience
• Knowledge of Windows, Office and Exchange
• An understanding of Monitoring, Capacity and Performance Management
• An understanding of Backup & Recovery processes and technology
• Content/Technical Knowledge
• Third level IT qualification
• Excellent PC & MS Skills in utilising Word & Excel
• BS or MS in IT background
• Minimum: 5+ IT project management or IT engineering/technical related experience
• Excellent communications and interpersonal skills, demonstrated ability to effectively interface with cross-functional teams
• Self-starter with Service experience
• Previous RIS and PACS experience and healthcare IT systems
• Experience in supporting customers and Field engineers in a remote support setting
• Fluent English
• Administer core infrastructure services/servers and network: AD, DHCP, DNS, email
• Virtual Center management, SAN/NAS administration
• Patch management (WSUS, SCCM), remote assistance
• Work with different web based platforms (log mgmt, inventory, antivirus server, monitoring etc)
• Debug and diagnostic moderate difficulty incidents, network issues, requests (level 1-2 support)
• Solve, escalate and follow-up users requests (via tickets, email, phone)
• To provide a 1st / 2nd and 3rd line support service that ensures all IT equipment and infrastructure is running to its optimum performance and that all departmental KPIs and SLAs are met. Escalating where required. Whether it be an end user or an IT peer the role requires the individual to support and solve all issues – no job is too big or small
• To create, write, review and move the bar with regards to standards and the corresponding documentation. Defining processes and measures to ensure their success
• To mentor and guide other IT peers across the globe across all levels, lifting the bar both in the technical and non-technical aspects of the role
• Project Management including acting as a single point of contact for projects, to provide technical support/input to site and team projects and initiatives. Including prioritization of workloads for both local and remote teams to ensure project delivery
• To act as a point of contact for contractors or external suppliers and clearly communicate technical issues and Amazon standards
• To review, write and execute change management requests as required (which does include out of hours work)
• Interact with suppliers, request quotes and purchase equipment in accordance with policies, budgets and operational demand; including all aspects of procurement and inventory management
• To carry out ad-Hoc requests as and when required
• Contribute to the on call schedule whether for a site or across multiple sites / region
• University degree or equivalent, alternatively at least three years’ work related experience in an IT support role
• Strong Unix/Linux and Windows skills
• Experience with shell and other language scripting would be beneficial
• Knowledge of, and experience with modern infrastructure hardware including Cisco, HP and Aruba – LAN / WAN and Wireless. Vendor certifications preferred
• Robust troubleshooting and strong analytical skills with demonstrated problem solving ability required
• Technical aptitude, written and oral communications skills, project management and the ability to deal effectively with people at all levels (technical and business audiences) and in different situations. This includes the ability to develop clear, concise documentation
• Candidates should also have had significant past experience with TCP, UDP, DNS, DHCP, HTTP, SSH, TFTP, LPD, LDAP and other common core internet technologies and services
• Telecom knowledge including VOIP / SIP and mobile technologies advantageous
• Experience in procurement, inventory and asset management of IT equipment as well as managing the IT life cycle
• Hardware knowledge / experience - support and repair
• An advanced understanding of technical issues, both hardware and software, for infrastructure (servers, networking, telephony) and end user equipment
• Holds an understanding of core internet technologies - DHCP, DNS, TCP/IP, mail transport/s
• Active Directory and Windows Server administration. Windows 7 system support
• Apple Mac OSX support
• Support of office/productivity software including Microsoft Office
• Mobile device support such as iPhone and/or Android
• Video conferencing setup and troubleshooting
• VPN client support
• Ability to understand and execute change management activities
• Ability to liaise with vendors for all steps of the procurement process
• Candidate should possess customer service skills in dealing with users at all levels in a team environment
• Ability to operate in high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible would be an advantage
• Must possess technical aptitude, written and oral communications skills with the ability to interact with internal customers in a professional manner
• Analytical skills with demonstrated problem solving ability
• Must have a good understanding of computers (both hardware and software) and have demonstrated willingness to learn and apply new technology
• Experience with Linux Operating System, Thin Client Infrastructure devices, and remote access systems would be an advantage
• Fluency in Polish as well as English language proficiency
• Ability and willingness to work a flexible schedule
• B.S. / B.A. in Computer Science or Related Technical field preferred, but not required
• Demonstrated experience with Windows/Mac/Linux Operating Systems
• Experience with Data Cabling / Computer Facilities maintenance
• Certifications in areas of core support responsibility - A+, MCSA, MSCE, Network+, CCNA
• Experience providing phone based technical support and troubleshooting to a wide range of technical and non-technical users
• Experience with remote access and Terminal Server / Citrix environments
• Rapid troubleshooting of hardware and software issue escalations
• Root cause analysis in problem solving
• Generate and process trouble tickets and participate in the Change Management process where needed
• Serve as a subject matter expert for designated systems (Robotics, Surveillance, Windows, Linux, Route/navigation devices, networking)
• Ensure that issues are addressed and SLAs are met
• Ensures security procedures are followed and enforced
• Drive to improve the customer experience
• Work Hard, Have Fun, and join us in making worldwide history
• Expertise in one or more specialized areas of IT such as Microsoft Administration, Linux Administration, or Cisco IOS (CLI)
• Experience communicating verbally and in writing with peers, management, contractors and vendors
• Experience working in a contact center or service desk environment
• Experience in providing remote systems administration
• Cisco CCNA or CCNP certification
• MySQL, Oracle or other Relational Database management skills desired
• Advanced Linux systems administration skills
• Previous WMS Environment or Amazon Fulfillment experience a plus
• High School diploma or GED equivalent
• Ability to stand/walk for 10-12 hours per day
• Ability to manage high priority projects
• Excellent written and verbal communication skills. Comfortable communicating in person and via phone/radio with peers, management, contractors and vendors
• Ability to work with and help solve technical issues with non-technical staff
• Experience in procurement, inventory and asset management of IT
• Bachelor’s degree in Computer Science, Computer Engineering or equivalent experience
• 3+ years of engineering systems administration experience in supporting open source applications and commercial applications
• 3+ years of experience with issue management, process workflows, and administration functions
• Linux/Unix command line interface skills (CLI)
• Proven skills in HW troubleshooting and deployment
• Experience with Networking protocols and stack
• Experience with PowerShell scripting
• Experience working with and managing Android OS devices
• Advanced Linux systems administration skills / certification
• Detail-oriented with exceptional written and verbal communication skills
• Proven ability to operate in high pressure situations and successfully handle multiple priorities and possess a high level of discipline while remaining flexible
• Candidate must haves a good understanding of core internet technologies - DNS, mail transport, TCP/IP and network file systems
• Must have good knowledge of scripting and process automation (Perl)
• Demonstrated experience with Linux Operating System, Thin Client Infrastructure devices, and remote access systems
• English language proficiency
• Experience with Data Cabling / Computer Facilities maintenance /Standards
• Certifications in areas of core support responsibility - A+, MCSA, MSCE, Network+, CCNA/CCNP
• To provide technical support service that ensures all IT equipment and infrastructure is running to its optimum performance. Escalating where required
• To create, write, review and raise the bar with regards to standards and the corresponding documentation
• To mentor and guide other IT peers across the globe at all levels, raising the bar both in the technical and non-technical aspects of the role
• Basic project management including acting as a single point of contact for projects. Provide technical support/input to site and team projects and initiatives, including prioritization of workloads to ensure project delivery
• 3+ Years of hands-on experience across a wide range of IT technologies
• Strong experience in Windows, Linux, or Macintosh operating systems. Prefer at least 2 of the 3
• Ability to identify and find a resolution for hardware issues on laptop and desktop hardware. Including hard drive, memory, motherboard, power supply and other hardware issues
• Networking knowledge, including LAN/WAN, DHCP, DNS, TCP, UDP, DNS, DHCP, HTTP, SSH, TFTP, and other core internet technologies and services including VPN and Firewalls
• Familiarity with Telecom technologies such as VOIP / SIP and mobile technologies
• Robust troubleshooting and analytical skills with demonstrated problem solving ability
• Proven ability to operate in high pressure environments while successfully handling multiple competing priorities. Must also maintain a high level of discipline, flexibility, and professionalism
• Strong written and oral communication skills, project management, and the ability to work effectively with people at all levels and (both technical and non-technical) in different situations
• Must be able to lift 30lbs
• 5+ Years of hands-on experience across a wide range of IT technologies
• Scripting experience to automate processes using Bash, Perl, PowerShell, Python, or other programming languages
• Familiarity with Active Directory, LDAP, Print Servers, SharePoint, Casper, SCCM
• Hold professional technical certifications relating to Linux, Cisco, Microsoft, or others
• 4+ years hands-on IT Support experience
• Experience supporting Macintosh OS 10.8 or later
• May require lifting or carrying desktop computers up to 25 lbs
• Some on call responsibilities are required
• Some exposure with Linux or Unix
• Bachelor's degree in Computer science or IT related field
• Industry training such as Microsoft MCSE, MCITP
• Experience with Cisco IOS (CLI) or Cisco certification
• Linux systems administration skills / certification
• Experience with Audio/Visual or video conferencing support
• High School Diploma or Equivalent
• Expertise in one or more specialized areas of IT with a strong desire to grow and develop additional skills
• Proven knowledge of PC hardware, peripheral devices, cabling, and drivers
• Understanding of networking concepts such as DNS, DHCP, MS Exchange Email, Active Directory, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Ability to access all areas of the FC to service hardware (ascending stairs and gangways safely and without limitation)
• Flexibility with full-time schedule, including shift assignments on weekends/evenings
• Able to work on-call where you could be called in occasionally to work remotely by phone or potentially on-site at night, weekends, or holidays
• Associates or Bachelors degree in IT related field
• A history of resolving complex support issues that may not be well documented, and apply your knowledge to writing and improving support procedures
• Demonstrated ability in leading or playing key roles in large cross-functional projects and delivering those projects on time and within guidelines
• Ability to perform advanced system administration activities and are a subject expert in at least one area of technology
• A history of assigning work to more junior technicians
• The ability to evaluate new technology; deploy and maintain new services
• The ability to analyze competing projects, assess technical risk, and communicate impact to the business
• Have a strong understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Adaptability in learning and deploying new technologies
• Industry training such as Microsoft MCSE, MCITP,
• Project Management Certification (CAPM, PMP)
• Have hands on experience with MDF/IDF Data Cabling / Computer Facilities maintenance
• 2+ years hands-on IT Support experience in a production environment
• 2+ years' experience supporting Microsoft Windows 7
• Experience with Data Cabling / Computer Facilities Maintenance
• Must have excellent verbal and written communication skills. This includes the ability to explain technical terminology to non-technical end users
• Enterprise support experience with Mac or Linux system support & troubleshooting
• Advanced application support experience including support for Microsoft Office
• Experience supporting Windows 10
• Networking & Telecom skills
• Data Cabling / Computer Facilities
• Be a primary point of contact for customers with IT issues
• Support all IT hardware, software, and infrastructure in a fast-paced environment
• Troubleshoot and resolve system errors and failures, and network issues to root cause
• Contribute to the evaluation of the IT function and its resources
• Generate and manage trouble tickets and participate in the change management process where needed
• Work hard, have fun, and join us in making worldwide history!
• Strong troubleshooting skills of complex systems
• Ability to explain complex IT concepts in simple terms and
• At least three years of work related experience in an IT support role, or relevant industry certification. Formal training, classwork and/or degree is preferred
• Strong UNIX/Linux and Windows command line skills. Experience with Bash, Perl, Python or other language scripting such as PowerShell would be beneficial
• Robust troubleshooting and strong analytical skills with demonstrated problem solving ability required. Innovative solutions and calculated risk are critical to success
• Written and oral communications skills, project management and the ability to work effectively with people at all levels (technical and business audiences) and in different situations. This includes the ability to develop clear, concise documentation
• Candidates should also have past experience with TCP, UDP, DNS, DHCP, HTTP, SSH, TFTP, LDAP and other common core internet technologies and services
• Telecom experience including VOIP / SIP troubleshooting and provisioning. Mobile technology experience is advantageous
• Knowledge of networking hardware including Cisco switches, HP and Aruba – LAN / WAN and Wireless. Vendor certifications preferred
• Ideal candidates will be degree educated and hold professional qualification relating to Linux, Cisco and Microsoft and be able to meet the basic qualification requirements
• Must be willing to work in a fast paced and growing China and global environment where some travel maybe required
• Advanced Linux system support and ability to write simple scripts in some administrative language
• Active Directory and Windows Server administration. Windows 7 and Server 2008/2012 system support
• Experience supporting Linux or Unix
• May require lifting or carrying desktop computers and monitors up to 25 lbs
• Experience with scripting, programming
• Willingness to work flexible shifts and schedules including nights, weekends, and holidays
• Ability to travel up to 30%
• 2 or more years management of small teams in a high stress production environment
• Cisco CCNA, CCNP, or CCIE certification
• Advanced Linux systems administration
• 5 or more years troubleshooting very complex systems
• Ability to manage multiple concurrent high priority projects Ability to deal effectively with people in all stages of employment throughout the company
• Proven ability to operate in extreme high pressure situations, meet deadlines, and delegate work to other team members to ensure projects are completed on time and within guidelines
• MySQL training and/or experience
• Fluency in English and at least one other major European language, both verbally and written communication, including report writing skill
• To have flexibility in working hours and shift patterns to provide cover for operational requirements
• B.S. / B.A. in Computer Science or related technical area
• The review, revision and execution of change management requests as required
• Manage the availability of all IT equipment and infrastructure through continuous improvement and continuously look to improve equipment efficiencies and cost reductions accordingly
• Perform random site audits on technical infrastructure to ensure adherence to latest Amazon IT and Health and Safety Guidelines
• Act as a point of contact for contractors or external suppliers and clearly communicate technical issues and Amazon standards
• Undertake project management
• B.S. Degree in IT Engineering or related discipline
• Fluent Dutch required (verbal and written)
• 2+ years working experience within IT
• Aptitude for solving problems and acting on own initiative
• Strong team player, highly motivated with a willingness to learn
• Ability to priorities issues and manage time effectively, taking accountability for resolving customer issues
• The ability to work effectively within a team, ie, sharing knowledge, offering help
• Excellent interpersonal skills and being an effective communicator, able to deal with people at all levels, both within and outside the business
• Ability to suggest alternative solutions, innovate and use past experience, to streamline operations
• Excellent communication and interpersonal skills and be able to work well within a team
• A high standard of networking and troubleshooting knowledge is expected
• Knowledge of Microsoft Operating systems – Windows 2003, Windows 2008 and Windows 2012
• Knowledge of Microsoft SQL database is an advantage,
• Knowledge of Linux operating systems is an advantage
• Experience with using backup and recovery applications a plus
• Previous technical support experience is a big bonus

IT Support Engineer Level Resume Examples & Samples

• Proactive problem solving (End User Support)
• Manage 1st and 2nd level team incident escalations
• Key involvement in the IT Services Productivity Centre
• Provide VIP support where necessary
• Train and mentor 1st level staff to reduce escalation’s as well as provide an open communication platform to all team members for technical queries
• Identify and drive workarounds and fixes to production environments and reduce incidents logged
• Manage incident tasks within agreed SLA
• Identify and implement new methods to automate repetitive support activities (proactive problem management)
• Testing and deployment of all new applications and tools
• Document and store site procedures, processes and work instructions relevant to your area of responsibility
• Improve operational processes in the Service Management team and improve machine setups and reloads
• Reduce machine delivery turnaround times to less than a day
• Manage given tasks on SVM system
• Improve and integrate risk management practices within day to day operation and ensure team members comply
• Support maintenance and improvement of information security control requirements and contractual obligations (NTT and ISO)
• Assist with project planning and execution
• Liaise with all stakeholders including vendors, carriers and colleagues to expedite diagnosis of errors, events, incidents and problems and to identify a resolution
• Information Technology Degree
• A+, N+, MCITP as well as MCSA (Windows 10 and Office 365) are required
• Must ITIL v3 Foundation certified
• At least 7 years of experience working with Microsoft windows operating systems, end user applications and back office infrastructure. Strong technical ability is compulsory
• Basic network and server knowledge is required
• Service-Now experience would be an advantage
• Answering of telephone calls, responding to tasks
• Ensure that all incidents, service requests and problems are accurately logged in all service requests/incident service management systems
• Resolving all of the above assigned to the IT Support Engineers
• Active Directory Administration
• MS Exchange Administration
• Cisco Call Manager Administration
• Adhere and strive to achieve internal SLA's established for ITS
• Advanced fault finding and support as well as proactive problem solving of the following
• All aspects of a Microsoft desktop environment, troubleshooting, general desktop software and peripherals, data backup
• Configuring Right fax, WebEx, SfB, Acano, Blackberry Support, etc
• Share permissions (File shares and mailbox)
• Assisting and execute on Projects being implemented
• Administer workstations as per laid down processes and procedures, adhering to ISO
• Log and track 3rd Party calls, providing frequent updates to users
• Supporting and setting up of mobile devices (i.e. iPad, iPhone (iOS), Samsung (Android), etc. support)
• Installation and configuration of various software applications
• Identify problem areas and escalate accordingly
• IT Degree or B-Tech diploma
• MCITP certified compulsory
• ITIL v3 Foundation Certified
• 5-6 years’ desktop and End User Support experience
• Relevant qualifications such as A+, N+, C+, MCSE/MCIPT
• Working knowledge of Microsoft Windows and Microsoft Office suite
• Working knowledge and good understanding of a local area network (LAN)
• Must have a solid technical background
• Experience in ITSM (Service Management system)
• Own Transport, drivers’ license
• Basic knowledge of LAN/WAN (Ethernet・TCP/IT etc.) and related experience
• Basic knowledge of server (hardware, OS etc.) and related experience
• Helpdesk, user support technician/operator experience and the case management ticket system experience (mandatory)
• Effective communication skills via phone and email (both in Korean and in English)
• Business Level English Skills
• Possess and demonstrates strong logical-thinking skill, full of intellectual curiosity and high desire for self-development. Ability to come to the best solution by capturing the big picture instead of focusing only on the minor details/issues which only affect us/clients in a short run
• Teamwork and willingness to roll up sleeves
• Self development and teaching
• 3Years of Experience IT support experience (PCs, etc)
• Basic knowledge of LAN/WAN (Ethernet・TCP/IT etc.) and related experience. CCNA-level knowledge is preferred
• Basic knowledge of server (hardware, OS etc.) and related experience. MCSA: Windows Server level knowledge is preferred
• Helpdesk, user support technician/operator experience working as the member of global helpdesk and case management ticket system experience to use
• Effective communication skills via phone and email (both in Korea and in English)
• LI-LOCS HULL, LIVERPOOL, MANCHESTER
• To provide a 1st / 2nd and 3rd line support service that ensures all IT equipment and infrastructure is running to its optimum performance and that all departmental KPIs and SLAs are met. Escalating where required. Whether it be a single end user or an IT peer the role requires the individual to support and solve all issues – no job is too big or small
• To draft, support, audit and move the bar with regards to standards and the corresponding documentation. Helping define processes and measures to ensure their success
• To audit, support and execute change management requests as required (which does include out of hours work)
• To carry out ad-hoc requests as and when required
• Contribute to the on call schedule for cases with critical impact
• Mobile device support such as iPhone, Android and/or Windows Phone
• Coach, mentor, and train members of the GSS Team in procedures, technical troubleshooting, customer service skills, and Waggener Edstrom Worldwide culture
• Developing professional and technical development of direct reports when assigned. Evaluate employee performance and write team’s performance reviews and employee feedback on time when direct reports are assigned
• Act as front-line communications/support for regional internal clients at all levels of organization and communicate ongoing business and client issues with Technology services team. Promote and implement TS strategy. Act as a TS information resource regarding local employee, business, and client issues
• Administration, hands-on support, and the resolution of escalated technical issues that directly relate to our customer’s daily workstation experience including laptops, desktops, Macs, printers, scanners, webcams, mobile computing devices, and all other peripheral devices. Partner with other members of the TS team as appropriate to solve client issues
• Administration, installation, configuration, hands-on support, and the resolution of escalated technical issues that directly relate to local/regional offices including phone, security, network, server, audio visual, power and air conditioning. Manage troubleshooting through working with vendors as required
• Manage troubleshooting and resolution of infrastructure outages, security incident response, and emergency response. This may include performing local troubleshooting, vendor outreach, internal escalations, communication, and coordination with the local leadership team
• Manage Technology Service projects such as office moves / refurbishments, hardware and process roll outs
• Manage Agency projects as requested. Take ownership for projects segments as required. Manages vendors, negotiating best price and following process for quote, approval and payment
• Provide call coverage for Service Desk and act as first and second-tier support for Agency employees. (e.g., user visits, walk-ins, Service Desk requests). Support Agency clients and client events both on and off site as required
• Promote and implement TS strategy and act as information resources for technology services and business and client issues. Bring back regional user-base issues to the TS team
• Record all incidents and tasks into ITSM software. Record new assets and track movements and re-assignments of existing assets using ITSM software
• Log all incoming enquiries onto ticketing system (salesforce.com)
• Analyze enquiries submitted by employees via web, email or phone and respond in a timely manner
• Assign all non-1st line calls and tickets to appropriate regional IT team
• Retain ownership of enquiry through to resolution, providing regular updates on progress to requestor
• Escalate enquiries as appropriate
• Ensure achievement of service level agreements (SLA's)
• Update and maintenance of Knowledge Base tool
• Work & maintain a high level of communication with Extended Global Helpdesk team to achieve Goals
• Focus on Customer Satisfaction and Advocacy
• Provide technical support, troubleshooting & resolution of issues in multiple languages
• Review, revision and execution of change management requests as required
• Perform site audits on technical infrastructure to ensure adherence to latest Amazon IT and Health and Safety Guidelines
• Carry out ad-Hoc requests as and when required, supporting a wide customer bas
• Coordinate asset and Inventory management including checks / audits in line with standards and processes including Return Merchandise Authorization (RMA) processes with suppliers
• Interact with suppliers, request quotes and purchase equipment in accordance with policies, budgets and operational demand
• Provide mentoring and training to technicians and other engineers and act as technical contact for remote support teams as and when required
• Project management: act as a single point of contact for projects; provide technical support/input to site and team projects and initiatives; keep key stakeholders informed of progress of projects and maintain project documentation; provide sanity check and technical execution of projects
• Fluent German speaking skills; good understanding of English
• Technical bachelor degree
• MS Windows System Support experience
• A background in Networking – LAN / WAN and Wireless
• Detailed understanding of core internet technologies – Routing and Switching, DNS, DHCP, mail transport, OSI Model
• Experience of data cabling / Computer Facilities knowledge
• Working experience in a customer-facing technical role which requires solid technical aptitude, excellent written and oral communications skills and the ability to deal effectively with people at all levels and in different situations
• Project management abilities and technical task execution experience
• Vendor certification of the following would be beneficial: Linux/Unix System Support, MS Windows System Support, Cisco knowledge – LAN / WAN and Wireless
• Telecom knowledge including VOIP / SIP and mobile technologies
• IT / ICT further education qualification
• Provide field operations support to internal and external customers
• Ensure the correct functioning and maintenance of all internal and external customer IT equipment and services
• Travel to different customers’ location to perform onsite interventions
• When required, act as the customer SPOC and co-ordinate the scheduling of the onsite intervention with Customer, internal resolver groups, and the Service Desk,
• Carry out local repairs of faulty equipment and services
• Manage the replacement of faulty equipment through the use of spares
• Carry out site surveys for new customer premises for preparation for new product and services installation under the guidance of senior team members
• Carry out preventive maintenance of equipment
• Ensure that all the required Field Service data is provided and recorded
• Coach co-workers on operational process
• Experience of working in the Airport / Airline industry preferred
• Knowledge and understanding of LAN protocols and WAN infrastructures and data communications technologies
• Understanding and the ability to install and configure servers and workstations (Microsoft)
• Working knowledge of ITIL and Service Management practices and procedures
• Ability to support Cisco LAN/WAN equipment
• Knowledge and understanding of radio communication
• Fluent Hungarian and English is a must
• Active Driving license
• Manage user incidents routed from the Service Desk, or escalate where appropriate, ensuring the provision of a consistently high quality service and timely resolution of issues
• Perform first and second level support for the following: PC configuration (desktops and laptops), VPN connections, PC software (site-specific and enterprise), peripherals, LAN connectivity, and additional devices/software/hardware as needed (i.e. printers, copiers, mobile devices, A/V equipment)
• Provide an efficient and effective support service to on site and remote users
• Setup new users and support resources of terminated users
• Perform first level and second level support
• Basic Active Directory administration (i.e. account changes and permissions)
• Ensure adherence to all relevant internal, external and site-specific policies, processes and Standard Operating Procedures relating to data security, the network and its applications, and account access/management
• Order and track supplies, carry out asset management & dispersal, and fulfil all documentation requirements for supported sites
• Work with various vendors as needed to support site specific services, hardware, and software
• Asset management of all IT equipment on site
• Undertake any other duties reasonably requested to meet business needs
• Provide Support for DST’s ICT end users via telephone, email and online tickets
• Provide accurate and timely diagnosis and rectification of ITC faults
• Analysing system architecture, planning and implementing more efficient and effective client device management practices
• Performing hardware repair and maintenance
• Identifying and addressing complex usability problems
• Providing expertise in troubleshooting group routing and networking along with managing switching infrastructure
• Resolve or escalate problems and service requests according to established procedures
• Work proactively to ensure prompt resolution of support cases and the highest possible levels of satisfaction
• Participate in out of business hours on-call rota to manage escalations from Second Line providing critical expertise 24x7
• Assist in out of hours maintenance tasks
• Manage prioritisation of workload to ensure response-time SLA commitments are met
• A working understanding of
• Backup technologies
• Anti Virus technologies

IT Support Engineer / Team Lead Resume Examples & Samples

• Track performance of the support service teams and service level agreements and take corrective action where needed
• Establish client relationship, agree points of interaction and escalation, and ensure the continuous delivery of the service according to the SLA
• Manage and reduce call volumes. Resolve escalated problems and take corrective action
• Identify risks to delivery and drive the implementation of the appropriate solution to reduce the likelihood of escalations and/or delivery impact to business and the end users. Improve and integrate risk management practices within day to day operation and ensure team members comply
• Identify and automate services including implementation of self-help systems and ensure a high adoption of productivity tools and services through communication, training and hosting user empowerment days. Also get the support team to deploy, adopt and use productivity tools
• Ensure adherence to all policies and processes as well as ensure all End User Support Services policies and processes are revised annually and improvements made to improve effectiveness
• Act as people manager to a team of IT Support Engineers, taking responsibility for the operational management of the team, creating and executing plans and reporting on team activities in the required forums. Also ensure that employees reporting to you are engaged and understand their career opportunities, by taking responsibility for the training and development of team members
• Develop annual KPI’s and Personal Development Plans (PDP’s)/training plans for team reporting to you. Review performance monthly against set KPI’s and PDP’s
• Involvement and contribution to projects. Timeously complete project tasks according to the agreed scope of work
• Assist with official communications, managing communication expectations and adhering to Dimension Data communications ethics and policies
• Assisting with Change and Release Management for corrective and enhancement requests for IT Services on all environments including networking infrastructure, server environments and applications
• Ensuring that VIP requests are recorded, addressed, communicated and executed timeously
• Monthly reporting for the End-User Support Services environment
• Required to be always available and work afterhours when required
• To add value and improvement of overall service levels to end users. A value added focus on customer satisfaction with the ability to provide frequent communication and follow-ups to customer requests
• Innovate and identify new methods to improve end user self-service
• Identify and implement new methods to automate repetitive support activities
• Ability to meet and exceed the relevant service level agreement under a pressured work environment
• Ability to interface and manage large volumes of demanding end users
• Ability to grasp and support new technologies with minimum disruption to business
• Leadership – Understanding how to lead people. Anyone can manage people. Can you lead them? Solid proof required
• Proactive problem solving, quick grasping of issues to ensure swift resolution
• Display the ability to mentor and coach others whilst empowering them to achieve more
• Excellent client service orientation and impeccable relationship building skills
• Operate well in a team environment
• Passion – In both personal live and work
• Exceptional vernacular and written communication skills and attention to detail not negotiable
• Responsible, good temperament, team player, presentable and knowledgeable
• 2+ years supporting Microsoft Windows in an enterprise environment
• 2+ years PC hardware support experience
• Understanding of computer networking concepts
• Proven ability in communicating verbally and in writing with peers, management, contractors and vendors
• Willingness to work flexible shifts. This includes occasional weekends, evenings, and holidays (if needed). Site hours are Sun-Sat 5am-8pm Eastern. Some afterhours support may also be required during change management tasks
• Experience working autonomously with limited supervision
• Able to lift 25lbs
• Linux systems administration skills
• Microsoft MCSE, MCITP Systems Administrator (Active Directory) and Cisco CCNA certifications
• Mac OS troubleshooting
• Provide technical support to end user systems including application installation and configuration, troubleshooting, debugging for peripherals and other desktop computing requests
• Configure and install client hardware such as laptop and desktop systems for Windows, MAC and some Linux OS
• Manage ticketing system, triage tickets according to the published SLA’s
• Provide phone provisioning and support including phone deployment and basic phone administration and troubleshoot
• Support office network, servers, and conferencing systems
• Support end point network connectivity installation and troubleshoot
• Provide support to virtual computing applications and environments
• Provide employee onboarding and off-boarding support and activities including system imaging, account creation/termination, desk area setup, user system setup and new hire orientation, etc
• Data backup and restore of user systems
• Support front office logistics and processes change management, incident management, communications; manage incident response phone bridge and facilitate post mortems for outages
• Conduct periodic computer accessories inventory check and update
• Provide general user desktop computing training to help users be familiar with the technologies, IT processes, procedures and policies
• Perform tasks assigned for front office user facing projects
• Data gathering for metrics
• Documentation for Front Office solutions and operation guides
• Minimum 6 years of proven experience supporting the IT or Engineering Operations working in a fast-paced start-up environment
• Demonstrate knowledge and proficiency in setup, configuration and troubleshoot for Windows, MAC OSX and Linux systems
• Demonstrate better understanding of networking particularly media types and use and TCP/IP, troubleshoot and resolve issues with IT team in HQ
• Team player with the can-do attitudes and ready to contribute new ideas to build a strong support team
• Hard working and flexible with the work schedule assigned
• Enjoy working with diverse talents in a fast and changing pace environment
• Carry out ad-Hoc requests as and when required, supporting a wide customer base
• Continuously be focused on your customers, delivering an outstanding level of service
• Represent the IT department in site meetings / conference calls
• Contribute to sites on call schedule
• Provide mentoring and training to technicians and other engineers and act as the technical contact for remote support teams as and when required
• Holds a detailed understanding of core internet technologies – Routing and Switching, DNS, DHCP, mail transport, OSI Model
• Strong analytical skills with proven problem-solving ability
• Proven ability to operate in high-pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
• Full Driving license
• Help Desk / Technical support management experience
• Ability to develop the skills needed to support specific Fulfilment Centre Automated Systems
• Perform random site audits on technical infrastructure to ensure adherence to latest Amazon IT and Health & Safety guidelines
• Linux/Unix System Support experience
• Experience working in a customer-facing technical role which requires solid technical aptitude, excellent written and oral communications skills and the ability to deal effectively with people at all levels and in different situations
• Proven ability to operate in high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
• Ability to develop clear and concise documentation. · Demonstrated willingness to learn and apply new technology
• Previous experience in a dynamic environment with a high degree of customer service focus
• Ability to develop the skills needed to support specific Fulfillment Centre Automated Systems
• Ability to coordinate with corporate-based support groups to implement IT changes
• Proven ability to learn and apply new technology
• Previous experience in which high levels of initiative, judgment, and tact have been demonstrated
• Ability to develop clear, concise documentation
• Superior technical aptitude, written and oral communications skills and experience and the ability to deal effectively with people at different levels and in different situations
• Active Directory and Windows Server administration. Windows Vista and XP System Support
• A broad understanding of networking technologies both wired and wireless. Port level troubleshooting of Cisco switches and data cabling knowledge
• Support all IT Hardware, Software, and Local infrastructure within a very fast-paced and demanding environment
• Be a main point of contact for individuals reporting or highlighting issues with systems or equipment
• Troubleshoots and resolves systems errors and failures to root cause
• Trouble shoots network issues to root cause
• Must have excellent verbal and written communication skills in English and another major European Language. This includes the ability to explain technical terminology to non-technical end users
• Must possess a keen attention to detail
• Must have knowledge in Microsoft Windows 7 and additionally one or more of the following: Mac OS X, Linux, MySQL
• Specific knowledge in Microsoft Office Products and client applications required
• Hardware and software troubleshooting experience required
• IT education or 2-3 years of experience on relevant position preferably in operational environment
• A good understanding of computer and networking concepts including data cabling. Cisco qualification desirable. Knowledge of TCP/IP, DHCP, DNS protocols
• Strong sense of customer service
• Methodical problem solving and excellent analytical skills
• Demonstrates strong initiative (is proactive) and motivation with the ability to learn quickly
• Ability to effectively solve hardware and network issues in an operational environment
• Background with Exchange and Active Directory
• Former IT experience or training
• The supervision and day-to-day management of a team of IT technicians, including managing workloads of the team and reporting back to the IT manager and regional IT management
• Experience supervising a team, or leading a group of peers
• Proven ability to operate autonomously in high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism

Associate IT Support Engineer Resume Examples & Samples

• Field incoming interactions to the Help Desk via phone, email and self-service regarding computer related and mobile device related requests and issues
• During end user interactions, document all pertinent user information, request/issue details and troubleshooting steps taken in the ticketing tool
• Using company established rules, prioritize end user’s requests and issues
• Using documented policies and procedures and IT management tools, troubleshoot and resolve the issue/request or escalate to the appropriate group
• Communicate effectively with end users in all stages of the incident management process; including initial interaction, triage, escalation and status updates as requested
• Manage individual incident queues in a timely manner to ensure all end user requests and issues are addressed within their appropriate SLA
• Attend training sessions to learn relevant IT knowledge and company specific applications to provide timely support to our end users
• Participate in team projects that enhance the effectiveness of the Help Desk
• Other duties as needed
• Associate’s Degree in Computer Science or other related field or 1.5 years equivalent work experience
• Working knowledge of computer hardware and software
• Working knowledge of computer operating systems; including Windows XP, Windows 7 and OS X
• Understanding of Active Directory, Exchange Management Console, SCCM, Mobile Iron, Citrix XenDesktop and Cisco VPN
• Understanding of mobile device support; including Blackberry, Android and iOS
• Interpersonal skills, with a focus on rapport-building, listening and questioning skills
• 3 years of experience in technical software support, providing ticketed or phone support
• Experience with backup & recovery preferred
• Experience with planning or executing system and site recoveries are a bonus
• Advanced networking and server troubleshooting skills
• In-depth technical knowledge of Windows Operating Systems
• Working to above average knowledge of Linux, VMware, HyperV, Storage
• General or above average knowledge of database technology including MS Exchange and MS SQL Server
• Ability to write simple to complex SQL queries
• Programing experience is a bonus
• To perform this job successfully, an individual should have knowledge of a broad range of software and technologies
• Basic understanding of concepts of Security, Encryption, Compression, the Cloud, Big Data, File Systems

Mainframe IT Support Engineer Resume Examples & Samples

• L1/L2 Technical Support operations including request fulfilment tasks
• Technical operations including troubleshooting, software configuration, patching, and upgrades on Linux and Windows VMs
• Deliver project milestones and tasks assigned by team on schedule, communicating progress regularly on team stand-up meetings
• On call support on rotation basis with other colleagues for emergency issues / outages with systems / applications
• Language: English (Writing/Speaking)
• Preferred: Bachelor's, Computer Science or Information Technology or equivalent
• Preferred: Any Certifications
• Day to Day users support for Thales Qatar employees and visitors
• Setup and troubleshooting PCs, Printer and other equipment
• Administration and backup of the MS Windows Server
• Administration of the Network switches and router
• Administration of the Telephone system PABX
• Application of Security policies and ensure compliance
• A Bachelor’s degree from an accredited university or college in Computer science or related field required
• 2 years’ experience in similar IT support position
• 1st / 2nd level support for end users’ (VIPs) workplaces remotely and onsite
• Acting as main contact for our Global and European VIP users
• Coordination and prioritization of the generated Service Requests
• Answering technical queries to end users whilst empathizing with the client
• Collecting needs and requirements of the local business and translating them into IT requirements
• Analyzing and resolving of incidents (independent and in cooperation with other support units)
• Documentation of all resolution steps in our ITSM system
• Highly proficient in spoken and written English
• A technical education and a minimum of 2 years’ experience in a high performance IT Support/Helpdesk service
• Knowledge about ITIL and their defined procedures
• Experience in usage of ticketing tools (like Service Now, Siebel etc.)
• Knowledge of current Microsoft Windows desktop and server operating systems
• The ability to liaise with executive end users confidently and efficiently
• Work proactively with IT and Marketing teams to prep and distribute all required technology hardware/software for all events
• Lead projects and develop solutions to improve on delivering technology needs required for Marketing events
• Provide Audio/Video conference support for marketing events and meetings as required
• Provide IT support for trade shows and other marketing/sales related events
• Travel with Marketing teams to Marketing events to perform setup of technical equipment, onsite support, and breakdown of technical equipment
• Collaborate with other teams (Sales, Product, Sales Engineering, Engineering, etc.) to ensure Marketing team is empowered with the latest RingCentral technology
• Establish streamlined processes aligned with your responsibilities
• Provide service and/or technology leadership owning the direction of the roadmap of IT in alignment with the Marketing team’s requirements
• Participate in all IT related functions which would include projects and end user support when not traveling to events
• Keep abreast of trends in technology and its application to understand how they can improve the technology used to deliver demo’s to customers at RingCentral’s Marketing events
• May be required to be on call 24x7 to respond to urgent needs for support of Marketing events
• Collaborate with event facilitators and IT vendors to ensure technology requirements for the event is met
• Maintain confidentiality and privacy in all dealings with RingCentral customers and vendors when supporting Marketing Events
• Maintain operating systems & application updates for Mac OS & Windows laptops; in depth knowledge of both operating systems
• Mobile device configuration & management; iOS & Android
• Experience troubleshooting and supporting Apple, Google and Microsoft based configurations (iPad, iOS, iPhones, MacBooks, Microsoft Windows based desktops/laptops, Android devices and related software like Microsoft Office Suite, Internet Explorer, Chrome, etc..)Experience working with Audio / Visual related equipment
• Inventory management - secure & safe packing equipment, tracking
• VoIP hosted infrastructure
• Network LAN, WAN, and Wireless experience: engineering, maintaining, troubleshooting
• Ability to work with little or no supervision from direct managerStrong sense of urgency with an attitude of never giving up until the issue is closed to the satisfaction of the customer
• Demonstrated analytics and problem solving skillsExcellent customer service and communications oriented skills with the ability to handle sensitive and challenging support situations with a calm and methodical approach
• Self-motivated individual capable of working in a face-paced, dynamic environmentDetail and results oriented; skilled at both planning and hands-on executionAbility to excel in a team-oriented, collaborative, and fast-paced environmentStrong documentation skills
• Customer relationship: Gather accurate details relating to user queries or problems, log the calls on IT Europe’s IT Service Management application and provide technical support by means of telephone, remote or desk side support whilst always being empathetic to our clients’ needs and ensuring we deliver a very high level of customer service
• Incident Management: Ensure that all reported incidents are logged within IT Europe’s IT Service Management application, then either resolved in person or allocated to an appropriate Support Engineer / Specialist to ensure that they are solved within the defined SLAs. Once an incident has been resolved the incident ticket must be closed in accordance with appropriate information being captured
• Configuration Management: Managing of IT assets like desktops, laptops (end-user) equipment in our ITSM application ensuring a clean CMDB is maintained
• End User Provisioning: The setup, change or removal of end user IT equipment. This includes PCs and end user applications, setup of users on the telephony systems, etc
• Support: Provide support to end users to resolve issues in a timely manner whilst maintaining a high-level of customer service. We place our clients at the centre of everything we do
• Working with others: The IT Europe Infrastructure team are multicultural and operate within a virtual team, building and maintain strong relationships with your colleagues is key to our success
• Ability to set the focus of their work to help the client
• Ability to communicate with the clients in a highly professional way
• A team player but also able to work independent, self-organized and self-motivated
• Ability to quickly gather and understand technical problems
• Ability to translate business requirements into technical deliverables
• Interested to learn and to improve themselves regularly
• Goal oriented to analyse and solve all requests in the given SLA’s
• Knowledge of Microsoft Office suite
• Knowledge of hardware (Laptops, PC’s, Mobiles) with understanding of servers
• Understanding of Microsoft Active Directory and Microsoft Exchange
• Knowledge of mobile devices (Handhelds)
• Bachelor’s degree in Computer Information Systems or a related field
• Two (2) years of proficient support experience in the Information Technology field with specific emphasis on Microsoft software infrastructure and mobile devices
• Pass G Suite Administrator exam within 30 days of hire date
• Support: Provide support to end users to resolve issues in a timely manner whilst maintaining a high-level of customer service. We place our clients at the center of everything we do
• Ability to set the focus on client service
• Interested to learn and to constantly improve
• Goal oriented to analyze and solve all requests in the given SLA’s
• Knowledge about ITIL and the defined procedures
• Experience in usage of ticketing tools (ideally Service-Now)
• Knowledge of mobile devices (Handhelds) and MDM
• Desktop support including setup/build of new laptops and desktops (Windows and Mac) with break/fix support of both
• Ability to support Google mail/calendaring and drive
• Setup and support of mobile devices (Android and Apple iPhones)
• Troubleshooting network connectivity in a LAN/WAN environment
• Works with vendor support contacts to resolve technical problems with services provided
• Telephony, set up, administration and break/fix support
• Networking including the setup, configuration and break/fix support of network switches both for office and lab environments
• Knowledge of DNS, TCP/IP and other networking concepts
• Installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure optimal workstation performance
• Virtual server provisioning, administration, patching
• Backups and storage administration, monitoring and support
• Firewalls, basic break/fix support/remote hands
• Work closely with the UK office manager to understand the needs of the business and translate these in IT deliverables
• Work closely with the Seagate core IT teams of GFO (Global Firewall operations) and GNO (Global Network Operations)and GCC (Global communication and collaborations)
• Adhere to all standard Seagate processes for incident and problem management
• Ensure adhesion to Seagate IT change control process
• Work closely with Global Service Desk
• Manage the IT budget for the UK Office, reporting to the CSSG IT Manager
• Take ownership of customer issues reported and see problems through to resolution
• Planning and undertaking scheduled maintenance upgrades
• Setting up accounts for staff, ensuring that they know how to log in
• Repairing equipment and replacing parts
• Maintaining records of software licences
• Managing stocks of equipment, consumables and other supplies
• University degree educated ideally in the field of computer science
• Microsoft MCSE
• ITIL foundation
• 2+ years experience supporting Microsoft Windows 7
• Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications
• Proven skills in PC repair, troubleshooting, deployment, and liquidation
• Proven ability to work successfully with limited supervision
• Experience with scripting, programming, or SQL
• Experience with server administration (Windows or Linux)
• Understanding of basic computer/network concepts and terms
• Experience in Microsoft Office applications including but not limited to MS Word, Excel, Power Point, and Outlook
• Stand/walk for 10-12 hours at a time
• Willingness to work flexible shifts and schedule including weekends, nights, and holidays
• Experience troubleshooting and maintaining laser printers and zebra printers
• Inventory management skills
• Excellent written and verbal communication skills. Comfortable communicating in person and via phone/radio with peers, managers, and vendors
• Network + Certification or equivalent experience/knowledge

Desktop IT Support Engineer Resume Examples & Samples

• Administration of a Google Suite/Apps instance which includes user, policy, organization management
• Provisioning new hire accounts in Google Suite/Apps and ChromeBooks for select new hires
• Providing day-to-day support and troubleshooting of IT related issues
• Diagnosing and resolving more complicated technical issues
• Setting up and configuring laptops, desktops and phone devices
• Ensuring security and upgrades which are applied and kept up to date on desktops and laptops
• Fault-finding to laptops and desktops
• Reporting faults and maintaining logs on, printers, desktops and laptops
• Maintaining and analysing Asset Tag data bases
• Coordinate simple IT projects
• Hold a BA/BS degree, desired in IT area
• Have a 2-4 years of experience in providing IT support, ideally in Field Services or a help desk environment
• Are fluent in English (both spoken and written)
• Are willing to provide the highest level of customer service
• Have good analytical and problem-solving skills and attention to details
• Are results focused and have an ability to meet deadlines
• Are capable to concentrate on many tasks at the same time
• Have excellent communication skills
• Are well organised team player
• Are taking full responsibility for the assigned task
• Are able to deliver your work reports in the appropriate business manner

IT Support Engineer / Systems Analyst Resume Examples & Samples

• Monitoring automated problem reports and responding appropriately
• Working directly with customer support teams to resolve reported issues
• Connecting to customer systems and troubleshooting problems
• Analyzing performance and providing recommendations based on results
• Establishing relationships with key customer technical resources
• Resolving customer reported issues and defects
• 1 – 5 years in a technology field
• Excellent interpersonal skills and the ability to interact with customers via phone
• Previous experience providing level 1/2 support to customers
• Experience using Remedy
• Knowledge of Unix and/or Linux operation systems from a command line perspective
• Flexibility to work overtime and/or weekends when necessary (standard working hours are 8am-5pm)
• Ability to report issues reported by the customers using spreadsheets
• 1+ years scripting experience with Perl/Python
• Be a mentor and leader on the Enterprise Voice Product to all peers working in the greater team
• Be an escalation point for all other engineers that required guidance on Enterprise Voice
• Keep up to date with MS Lync and related Unified Messaging infrastructure technologies and networking
• Minimum 3-5 years technical experience in core Microsoft technology’s and relevant project related deployment experience
• Minimum 5 years technical experience in Microsoft Exchange Server
• Minimum 5 years technical experience in Unified Communications
• SBA’s & SBC’s
• Presales and Client Engagement
• Creation of high and low level designs
• TOGAF (Advantageous)
• Excellent business writing and communication skills
• Strong documentation skills required
• 1st/2nd Line Support to 300+ users in London, South Africa, Dublin and Tel Aviv
• Ensuring local documentation is up-to-date and providing user support documentation to the business proactively
• Completing administration tasks, Documentation and updating of process
• Auditing local hardware and software
• Desktop moves and changes
• 2-5 years of technical helpdesk or equivalent experience
• Working knowledge in L2/L3 networking
• Working knowledge of DNS, DHCP, VoIP
• Working knowledge of IPSec and VPN tunnelling, GFW mechanism desirable
• Experience with Cisco and Dell server
• Experience with enterprise storage devices (vSAN, VNXe)
• Experience with Cisco Meraki and Cisco or Juniper (IOS, JunOS) switching desirable
• Experience in one or more of the following scripting languages (ruby, Python, perl, bash) highly desirable
• Ability to configure ports and carry out basic telecom and network troubleshooting
• Demonstrates ability to plan and document projects
• A focus on end-user satisfaction over technical perfection
• Personable and presentable demeanour, consulting experience highly desirable
• Demonstrated ability to communicate at all levels of technical expertise and seniority, inside and outside the organization, both verbally and in writing
• Experience with Windows, MS Office and O365
• Experience with desktop image management
• Experience with patch management
• Experience with SCCM a plus
• Solid understanding of desktop or laptop hardware configuration
• Solid understanding of Windows networking
• Solid understanding of streaming media and video conferencing system management a plus
• Detailed troubleshooting skills
• Excellent verbal and written communication skills - ability to interpret end user technology related questions
• Ability to accurately document procedures
• 3-5 years of experience in a technical support role required
• Knowledge of Microsoft desktop hardware and software required
• PC based audio/video technologies preferred
• Formal trade school preferred
• Associate's Degree preferred
• Be a main point of contact for individuals reporting or highlighting issues with systems or equipment (primarily Lockers)
• Troubleshoots and resolves systems errors and failures
• Trouble shoots network issues
• Fluent English & French
• Knowledge of one or more of the following: Mac OS X, Linux
• Be a main point of contact for individuals reporting or highlighting issues with systems or equipment (primarily lockers)
• Fluent English & German (this includes the ability to explain technical terminology to non-technical end users)
• Must have knowledge in Microsoft Windows 7
• Specific knowledge in Microsoft Office Products and client applications desired
• Basic understanding of computer and networking concepts
• To have flexibility in working hours and shift patterns to provide cover for operational requirements (European hours)
• Knowledge of one or more of the following: Mac OS X, Linux,
• BA/BS in Computer Science or Engineering strongly preferred
• 1-2 years of related experience preferred
• Familiarity with: Windows 7/10, Web Servers (IIS), TCP/IP, LAN/WAN, Microsoft Exchange, Office 365, Internet Explorer/Firefox/Chrome
• Familiarity with commercial incident tracking software
• Experience with laptop/notebook hardware and wireless networking is required
• Must be familiar with networking concepts and processes
• Excellent written and verbal communication and problem solving skills are essential to your success in this role, as you will be working with remote employees and high level executives
• Bachelor degree in Computer Science or related field or an equivalent combination of education and experience
• Minimum of two years progressively responsible experience in ensuring end-user satisfaction with IT systems
• Ability to multi-task and follow through with user requests for assistance
• Basic spoken and written English
• Strong knowledge of Cisco & Polycom Video system(MCU, TelePresence, Jabber client, WebEx)
• Experience in network support and voice system support
• Have knowledge and experience in networking and server administration
• Work hard, open-minded
• Have experience in working in global company is a plus
• 2+ years supporting PC hardware and Microsoft Windows in an enterprise environment
• 2+ years supporting Mac in an enterprise environment
• Experience with trouble ticketing systems
• Experience administering G Suite, Jira, and Confluence
• Understanding of directory services including Active Directory and LDAP
• Experience with data cabling and computer facilities maintenance
• Provide first-contact, remote support for desktops, laptops, printers, peripherals and other computer related devices
• Ensure proper documentation, notification, escalation, tracking, and follow up of all incidents
• Troubleshoot and resolve system hardware and software problems
• Participate in monitoring and maintenance of system key process improvements
• 1-3 years of Helpdesk or Deskside support experience
• Must have knowledge in Microsoft Windows 7 and additionally one or more of the following: Mac OS X, Linux
• Day to day administration of all IT systems that keep the company running smoothly
• Administration of physical hardware ensuring the integrity of all company data
• Technical point of contact and escalation path for support personnel & general staff
• Ability to translate customer needs into technical solutions
• Recommend best practices & procedures to senior IT management (e.g. BYOD, remote access, etc.)
• Assist in defining IT policies
• Manage relationships with third parties and vendors providing IT services to the company
• Implementing security policies (e.g. firewall configurations, management of employee ID cards, etc.)
• Asset management of both physical hardware and software licensing, IT assets inventory and related purchasing
• Provide accurate cost estimations on projects for budgeting purposes
• Document every aspect of IT (e.g. server configurations, networks, proposed changes, procedures and policies)
• Supporting physical hardware on-site and at multiple remote locations
• Act as team lead for other support staff

VIP IT Support Engineer Resume Examples & Samples

• The VIP support engineer will be sensitive to the protocol and etiquette needs of the GEC. Professional appearance and behaviour is expected at all times
• The VIP support engineer will excel in service delivery, technical ability and mobility support
• Drive service excellence through ITIL based continuous improvement planning and regular stakeholder service reviews
• Support and maintain local hardware infrastructure at London Victoria office, interfacing with wider internal teams where appropriate
• In conjunction with the IT Service Desk, act as single point of contact for the GEC, diagnosing breakdowns/faults and taking corrective, remedial action as necessary
• Support for all existing IT related provided equipment such as PCs, Macs, printers, phones and tablets
• Assistance with testing and integrating new IT provided equipment as required
• All software support requirements for standard office applications such as Microsoft Office as well as internal applications
• Conference room support from testing AV equipment and connectivity prior to the beginning of meetings and being on standby if problems occur during meetings
• Other projects such as offsite conference support as needed
• Experience in an executive-level hands-on desk side support role required
• A motivated, innovative and committed individual is required to succeed in this role
• Prepared to demonstrate an enormous amount of flexibility by being ‘highly available’ to the GEC and ensuring that they are sufficiently supported at all times
• Advanced knowledge of Windows operating systems, Microsoft Office software, Mac OS & Google support
• Proficient with PC hardware repair and can troubleshoot/resolve software and operating system issues on both Windows and Apple products
• Investigates and resolves software and hardware problems for end users through established processes and procedures
• Answers, evaluates and prioritizes incoming work order system (telephone, voice mail, e-mail and in person) requests to assist users experiencing problems with hardware, software, networking, and other related technologies
• Interviews users to collect information about the problem and lead users through diagnostic procedures to determine source of error/problem
• Sets-up computers, phone system, software and peripheral equipment for new company hires
• Sets-up users on network and provide user name and password access to specified systems
• Trains users on software
• Assists with Network Administration including connections, hardware and programming configuration, based on vendors Cisco, Microsoft, Dell, IBM
• Utilizes particular technical skills in Active Directory, DNS, DHCP, and server management / maintenance
• Optimizes site connectivity, desktop performance and user experience (daily complaints)
• Operating Systems: Windows XP 7,8,10 , Windows Server 2012/R2
• Software Applications: MS Office 2010/2013/2016, GoToAssist, Symantec Backup Exec, etc
• Hardware: Identify systems components and assemble functional systems, develop and implement preventative maintenance plans, configure data storage devices, optimize memory, use meters and lab tools, knowledge of and practice lab safety precautions
• Network: LAN/WAN, TCP/IP, Active Directory, Group Policy, DNS, DHCP, VPN, DOS, MS Remote Desktop Connection
• Customer orineted

Executive IT Support Engineer Resume Examples & Samples

• To be continuously aware of the safety and security considerations required on site and to ensure that all work practices and procedures will be safe to her/him and others
• Maintains effective and professional customer relations at all times
• Understands the general sensitivity, priority and urgency around our most senior leaders
• Prevents, troubleshoots and solves technical issues reported by end-users within the End User Computing infrastructure
• Performs planned and unplanned activities including but not limited to IT PC health checks, pre-travel IT checks, Operating System installations, and maintenance of a variety of personal devices including smartphones, tablets and laptops
• Involved in the coordination of individual IT escalations
• Provides sound advice and support to Senior Executives on IT related requests or queries within the set boundaries of Information Risk Management, company Demand Policies and other available guidelines
• Accurately documents the facts related to the incident or query, the troubleshooting steps taken and its resolution in the relevant ticketing database, as well as the associated time writing activities
• Provides end-to-end planning and support for the IT requirements of the (virtual) Executive meetings/events, including Executive IT meeting room setup and event preparation, ensuring a smooth running of the event. Coordinates the follow up of any issues that may arise during the event
• Shares and documents knowledge, thus working in a professional manner and fostering team spirit
• Adheres to a formal dress code and professional conduct at all times
• Occasionally travels to support business needs when required, mainly in country
• Fulfills the assigned shift during business hours and performs standby duties on a rotational basis
• Experience in desktop, printer, and network troubleshooting
• Familiar with systems analysis and design, application development and object oriented programming
• Excellent written, oral and interpersonal communication skills
• Highly self motivated, resourceful and has creative problem solving skills
• Willing to work on shifting schedule
• Must have 4+ years IT experience and 2+ years’ experience building, rebuilding, deploying and maintaining PC’s
• Must be able to troubleshoot issues with peripherals and have a good understanding of IP Networks, remote connection tools, DOS troubleshooting commands and familiarity with wireless networking
• Must be able to work effectively and efficiently and have strong organizational skills and the ability to make good decisions and problem solve
• Our recruiter will initiate a phone call to you and give you immediate consideration should your resume meet the job requirements. Please rest assured that if your resume matches what is reflected in this job posting, you should receive a phone call from a Volt recruiter to discuss this position with you

Trainee IT Support Engineer Resume Examples & Samples

• Customer service background
• Call logging experience
• Ideally come from service desk/Data Centre/IT support environment background
• IT proficiency in use of PC Applications (e.g. word , excel, outlook)
• Ideally any IT Qualifications
• Good Team Working
• Full Driving License
• Support and maintain end-user desktops, mobiles, phones, headsets, printers, projectors, TVs, Space balls, laptops for Cologne Align Technology employees. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance
• Providing infrastructural and network support
• Installing, configuring and troubleshooting desktop applications
• Create, troubleshoot, disable and delete user accounts
• Attend service requests and incidents either by phone, ticketing system or by direct contact
• Participate in IT Infrastructure projects and perform additional tasks as needed
• Strong leadership skills, a proactive attitude, and excellent verbal and written communication skills
• Successful track record of driving projects to completion
• Experience leading/supervising AV technicians
• History of Performing onsite analysis, diagnosis, and resolution of complex AV hardware problems for a variety of end users, and recommend and implement corrective solutions, including offsite repair as needed
• Professional certification would be plus
• 3+ Audio and Videoconferencing systems
• 3+ Strong working knowledge of projectors, microphones, speakers, LCD/Plasma Displays
• Strong hands on experience with Cisco / Tandberg / Polycom video conferencing system
• Solid understanding of video technologies
• Experience collaborating with organizational policy-makers to establish and enforce proper AV practices and procedures
• Familiar with Receiving and responding to incoming calls, pages, and/or e-mails regarding AV software/hardware problems
• Experience handling incoming booking requests for AV equipment and setup
• Exposure to Tagging or labeling AV equipment owned by the organization; and audits of inventories to mitigate risk of damage or theft
• 3+ years’ hardware and software technical support experience
• 3+ years’ experience maintaining home or small office networks
• 3+ years’ experience with purchasing, assembly, and setup of desktop computers
• Experience operating computers through a CLI
• A firm sense of personal and professional ethics: you earn trust and maintain confidences, do what is right, and speak plainly and truthfully
• A keen curiosity, always thinking of ways to improve our business, our customers' experience, our brand in the marketplace, and overall company efficiency
• A willingness to learn, strengthen your skills, and apply them to new and potentially foreign problems
• The ability to identify the essential tasks when presented with a list of problems or requirements, and execute them with minimal oversight
• Approachability and patience when surmounting obstacles and supporting internal staff
• Prior successes with multi-tasking while managing your time and priorities
• A willingness to own projects and see them through to completion
• Experience working in a fast paced, high volume, enthusiastic work environment
• Excellent customer service experience — we are customer obsessed!
• Partner with Leadership IT Support and Regional IT Manager to provide escalations and relay needed recommendations to improve processes and procedures to add efficiencies
• Deploy, support and troubleshoot issues with equipment including workstations, servers, phones, mobile devices, printers, scanners, faxes and multi-function devices
• Manage end user accounts, permissions and access rights in accordance with best-practices regarding privacy, security, change control processes, and regulatory compliance
• Ability to explain and champion technical concepts to a broad audience
• Advanced knowledge in creating and maintaining management level and detailed project plans
• Strong analytical and project management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements
• Provide regular updates to management as requested by lead
• Interface and take initiative to escalate as needed with 3rd party suppliers and internal IT teams to provide “smart hands” assistance for servers and phones. Work with business partners and other IT support teams to schedule and perform software and hardware improvements, upgrades, reconfigurations, and/or purchases
• Analyze the performance of the supported devices, identify and report issues to the appropriate support groups
• Setup Audio/visual and computer equipment as requested on or offsite
• 7-10+ years of experience supporting infrastructure within a large environment
• Experience leading projects and delegating daily work tasks under direction of leadership
• Experience deploying, supporting and troubleshooting issues with hardware including workstations, servers, phones, mobile devices, printers, scanners, faxes and multifunction devices
• Knowledge of current Cisco video conference equipment a plus
• 3+ years IT Work experience
• Demonstrated expertise in configuring, installing and troubleshooting PC systems, Microsoft XP and Vista, MS office applications, network configuration, and memory Management
• Working knowledge of remote access: Remote Desktop and Virtual Private Network
• Must be customer focused and have effective productivity/work output
• Must be a team player and able to work with minimal supervision
• Bachelor's Degree in Management Information Systems, Information Technology, Computer Information Systems or Computer Science
• Experience using administrative tools and working knowledge of MS Active Directory, Exchange 2003, DNS, DHCP, TCP/IP
• Experience working in a wireless network environment
• Working knowledge of troubleshooting ticketing systems such as Remedy
• Strong Networking Skills, Cisco CCNA and CCNP certification
• Advanced Linux systems administration skillsand certification
• Cisco CCNA, CCNP certification
• Advanced Linux systems administration skills and certification
• New car software – ConnectedDrive support/workarounds
• Maintain a high level of availability of the applications
• Resolve and/or assist in any production incidents in order to re-establish the service as quickly as possible
• Manage technical queries & and interactions
• Deploy releases into production environments
• Act, control and test technical/infrastructure operations on production (Infrastructure week-ends, Disaster Recovery tests)
• Non-Production
• Experience in direct communication / client site cooperation
• Responsible for the daily end-user support, including
• Hotline support for the EskoArtwork users worldwide
• First line trouble shooting and problem solving on infrastructure and business applications, using a ticketing based system,
• Setup, configuration and delivery of workstations (Windows and Mac)
• Installation of software applications
• Test of new equipment
• Participate in the setup and support of servers, communication infrastructure and network devices
• Participate in the maintenance of IT systems, including security, backup, user administration
• Communicate and co-operate with external partner(s) regarding problem solving
• Participate as project member in the execution of specific and agreed IT projects
• Assist and advice users in finding the best suitable solution for their needs. This relates to choice of systems, best working practices, integration of systems, etc
• Participate in the order fulfilment process for new IT systems, i.e. typically workstations
• Participate in making and updating documentation regarding IT procedures, frequently asked questions, knowledge base content, systems setup and systems maintenance
• Give input to the IT strategy
• Train and supervise end-users in the use of globally used applications / IT systems. “Globally” indicates across regions and departments
• Customer relationship: Gather accurate details relating to user queries or problems, log the calls on Europe IS’ IT Service Management application and provide technical support by means of telephone, remote or desk side support whilst always being empathetic to our clients’ needs and ensuring we deliver a very high level of customer service
• Incident Management: Ensure that all reported incidents are logged within Europe IS’ IT Service Management application, then either resolved in person or allocated to an appropriate Support Engineer
• Support: Provide support to end users. This includes PCs and end user applications, setup of users on the telephony systems, etc
• Working with others: The Europe IS team is multicultural and operates within a virtual team, building and maintain strong relationships with your colleagues is key to our success
• Highly proficient in spoken and written English and Czech
• A technical education and a minimum of 2 years’ experience in a high-performance IT Support/Helpdesk service
• Understanding of Microsoft Active Directory
• Active English and Czech/Slovak is MUST
• Configure, deploy, and support desktops, laptops, and other end-user devices
• Manage user accounts, security groups, mailing lists, and application access according to SOPs
• Manage service desk, troubleshoot and resolve issues in a thorough, timely, and professional manner
• Maintain detailed build documentation and change records
• Support and maintain audio/visual and VoIP software and devices
• Configure anti-virus, encryption, and other desktop security software
• Maintain detailed hardware and software inventory
• Off-hour support may be required on occasions
• Bachelor’s degree in IT-related field or equivalent work experience
• 5+ years of experience configuring and supporting Microsoft Windows 7 & 10 and macOS 10.8+
• Experience in managing user accounts, security groups, and group policies in Active Directory. Experience with Mac management using Centrify a plus
• Experience with endpoint protection and backup software such as ESET and CrashPlan
• Experience in configuring and troubleshooting collaboration and productivity software including Gmail, GSSMO, Microsoft Office, Adobe Acrobat, and Outlook
• Solid understanding of networking and security concepts such as DNS, DHCP, SSL, VPN, and encryption
• Experience in administering Windows file server and print server
• Experience with supporting VoIP and audio/visual systems
• Working knowledge of Linux and VMware a plus
• Must be detail oriented, organized, and able to multi-task, with a commitment to complete projects and tasks in a responsive, accurate, and timely manner
• Strong desire to learn and implement new technologies
• 3+ years hands-on IT Support experience
• 2+ years experience supporting Microsoft Windows 7/10
• Experience supporting Macintosh OS 10.10 or later
• Good general education up to GCSE or equivalent, including Maths & English
• Minimum of 1 - 3 years’ experience in a software or hardware support role
• Windows 10 experience is preferred
• Minimum of A+ or equivalent certification level
• A bachelor's degree and/or at least 5 years of experience working in an IT Support function for a rapidly growing company
• Experience troubleshooting complex IT problems and creating scalable solutions under high-pressure conditions
• Extensive experience configuring, maintaining and troubleshooting Windows, Mac OS X and Linux desktop and server systems
• Experience configuring, maintaining and troubleshooting network equipment such as routers, switches, firewalls, wireless and VPNs
• The ability to flourish as part of a team, be mentally flexible and be able to summon helpful spirits in times of crisis
• Open to new ideas on how to solve problems
• PC installations for company employees, movements
• Track and maintain the asset inventory database
• Help other team members to deliver Services as defined in OLA
• Conduct periodic/regular audits to ensure accuracy/integrity of the asset inventory database
• Continued self-study to increase knowledge of standard hardware, software and related company processes
• Effective prioritization within the scope of responsibility
• Recognition of technical problems, proactive resolution of inquiries and problems of customers
• Demonstrated ability to maintain self-control while defusing stressful customer situations
• Proven trouble-shooting and problem-solving skills
• Excellent working knowledge of Microsoft Windows client environments
• Must have strong working experience with the following: Windows Desktop OS, MS Office applications, MS Windows 2003/2008 Server; Active Directory; TCP/IP/Networking and VPN. MS Exchange 2000/2003; Cisco Routers and Switches; Mitel/Avaya/Nortel PBX's; SQL 2008; SMS; DNS, DHCP, WINS
• Bachelor’s Degree in Business, Engineering, Computer Science, Information Systems, or Social Science is preferred
• Experience with support of technical services and ability to quickly learn the technical aspects needed to support our products is essential
• Expertise in one or more specialized areas of IT such as Microsoft Operating System Administration (Workstation: XP-10 & Server: 2003-2012), Advanced Troubleshooting skills in a multi-user environment,Virtual environments, Replication, Disaster Recovery, Domain Migrations, Office 365 Migrations, Hardware (RAID) knowledge, Understanding of networking concepts such as DNS, DHCP, Email, HTTP, and TCP/IP protocols and applications
• Flexibility to work evenings and weekends as required
• Great verbal/phone presence - experience in customer support is a plus
• Ability to multi-task and manage changing priorities to meet demands of clients
• Demonstrated ability to contribute to an atmosphere of teamwork through collaborative behavior and open communications
• Enjoy problem solving, which is a significant part of the job
• Database administration is desirable
• Microsoft qualifications are desirable
• Acknowledge requests from our customers i.e. World-Wide HP factories, partners and R&D labs
• Solve the issue or escalate to the appropriate owner within specified SLA's
• Manage the issue; follow up as necessary until closure
• Monitor HP network, including file servers and SQL servers as well as infrastructure dedicated to Microsoft license key order and delivery; attempt to identify and resolve issues proactively based on alerts and monitoring
• Install new releases of HP Software tools within HP network
• Maintain all applications and platforms per HP security rules
• In addition, you will need a proven ability to operate in extreme high pressure situations, successfully handle multiple competing priorities and possess a high level of discipline while displaying a high degree of flexibility and professionalism
• Must be willing to work in a fast paced and growing European and global environment where some travel maybe required
• Experience in procurement, inventory and asset management of IT equipment as well as IT lifecycle
• An advanced understanding of technical issues, both hardware and software
• Linux/Unix system support and ability to write simple scripts in some administrative language
• A good understanding of VoIP technologies
• 1) Experiences in installation and configuration of Windows 7 or RHEL 5/Ubuntu or Mac 10.6.8 / 10.7 in enterprise environment, as well as the support experience and knowledge of MS Office 2010 or 2007 (mandatory). MCP / RHCE / CCNA level knowledge on client OS is preferred
• 2) Basic knowledge of LAN/WAN (Ethernet・TCP/IT etc.) and related experience (mandatory). CCNA-level knowledge is preferred
• 3) Leader experience of 3-5 members, and experience of technical escalation point or mentor
• 4) Effective communication skills via phone and email in English are mandatory
• 0-2 years with PC support/maintenance
• 1-2 years with PC support/maintenance, experience installing and supporting hardware and software in a support environment
• Specific Programs and Systems - Knowledgeable of Windows, Office product suite, VPN and local area network. Any knowledge of Thompson One, BetaLink and ILX is a plus
• Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware. Specific experience with Dell equipment a plus
• Customer and Personal Service — Knowledge of principles for providing strong customer and personal service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction
• Ability to work well collaboratively in a team environment
• Ability to multi-task to address multiple and often conflicting priorities in a fast-paced environment
• Possess exceptional organizational time management skills
• Ability to demonstrate proactive approach to problem resolution, strong troubleshooting, and problem solving skills
• Understanding of compliance functions within a financial organization will be a plus
• Knowledge of industry standard IT best practices, including disaster recovery and high availability concepts a plus
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other standard office procedures and terminology
• Effective communication skills and ability to relay information well in both written and verbal form
• Ability to manage priorities, deadlines and tasks in order to meet deadlines and to accomplish goals
• Solid analytical skills – uses logic and reasoning to identify complex problems; review related information and develop options and implement solutions
• Good interpersonal interaction and able to work well with others

Manual IT Support Engineer With Unix Resume Examples & Samples

• Support the current software delivery process, ensuring the 'follow-the-sun' development cycle never stops
• Improve the software delivery process as there is always a way to make things better and leaner
• Work with DevOps team on a daily basis about automation possibilities
• Strive for simplicity and self-service, so development teams don't depend on devops to perform basic operations
• Linux Skills
• Advanced shell commands usage (find etc.)
• Linux concepts (filesystem, processes, memory)
• Scripting Language (Python, Ruby, Shell Scripting)
• Version Control (Subversion & GitHub)
• Config Management Tools (Puppet, Chef, Ansible)
• Java (at least basic knowledge, as everything we are doing is jvm related)
• JVM troubleshooting
• Tools (Maven, Gradle)
• Build life cycle knowledge (why are we building, which stages is a build going through before being deployed into prod)
• Database (Sybase, Oracle) troubleshooting
• Being able to identify root causes of complex environmental issue spanning different technologies (e.g. database, java)
• Ensuring a strategic long term alignment
• Set-up computers, phone system, voicemail system, software and peripheral equipment for new company hires
• Set-up users on network and provide user name and password access to specified systems
• Operating Systems: Windows XP, Windows 7 and Windows 8
• Software Applications: MS Office 2010, MS Office 2013, GoToAssist, Symantec Backup Exec, etc
• Network: CCNA Level
• Incident Management Systems: with experience

Line IT Support Engineer Resume Examples & Samples

• 6 months experience in a fast paced customer service environment
• A proactive team player with excellent communication, documentation and presentation skills including attention to detail
• Investigative, self-starter with a strong focus on problem solving; strong troubleshooting skills
• Demonstrates ownership and accountability to achieve deadlines and targets
• Experience of working in a team based environment supporting the team in achieving the highest quality standards
• Ability to plan and organise assigned workload within policy and procedure
• Demonstrates an understanding of the need for change and an ability to adapt to the needs of business
• Demonstrates the ability to work on own initiative
• Experience of fixing and resolving hardware faults on desktop PC’s and laptops
• Administrative experience of Windows 2008 Active Directory based solutions
• Working knowledge of POP3 / SMTP / IMAP
• 6 months experience in a busy corporate desktop support team
• Citrix / Terminal services administration and troubleshooting
• Sound working knowledge of TCP/IP, especially name resolution (DNS, WINS, Hosts, etc)
• Microsoft Certified IT Professional certification in Windows Server 2008 or Enterprise Desktop Administrator 7
• Working experience with the setup, administration, and deployment of Active Directory Group Policies
• Experience with cloud solutions
• Experience of Symantec Back Up Exec
• At least 6 months experience working with Microsoft Exchange
• At least one years experience working with a Windows server infrastructure
• Proven experience in LAN/WAN desktop troubleshooting
• Linux experience
• Experience with Windows-based desktop technologies
• Excellent interpersonal, presentation and facilitation skills
• Demonstrated ability to excel in a global matrix organization
• Analytic, creative and technology focused problem solver
• Strong willingness to work on a wide variety of tasks at varying degrees of complexity
• In-depth knowledge of Microsoft SharePoint On-premise or Online
• Administrative Knowledge of the Office 365 suite
• Knowledge of platforms such as NetSuite Open Air, Box, Skype for Business, OneDrive or Business, Telepresence
• Strong technical skills (hardware, software, configuration) and DevOps support
• Highly developed, process-oriented skills for troubleshooting and problem resolution
• Dependable: able to work independently and consistently meet or exceed expectations
• Adaptable: able to adjust work and communication style based on situational needs
• Demonstrate an aptitude for critical thinking to included evaluation of ideas and synthesizing information into insights
• Support 1500+ users across our European region
• Provision of the highest level of customer service
• Initially responding to requests raised by users
• Configure, maintain, troubleshoot and resolve desktop hardware and software related issues including peripherals
• Creation, maintenance and ensuring compliance of documented processes
• Actively involved in ensuring backup integrity
• Actively involved in ensuring Anti-Virus systems are up to date
• Work with IT Systems Engineers to configure, manage and maintain IT infrastructure, including network infrastructure, virtual and physical environment, server room environment etc
• Maintain an accurate inventory of all IT hardware and software
• Adhere to IT Purchasing procedures
• Primary role is first-level user support, via user-reported issues or calls for help arriving via phone and email request
• Setup new facility infrastructure as part of larger team
• Setup, upgrade, maintain end-user systems such as tablets, PC’s, laptops, thin-clients, printers, scanners, phones and similar, including relevant software applications
• Diagnose software and hardware problems
• Must be willing and able to learn new systems and applications
• Must be very patient and willing to work with users to resolve issues remotely over the phone
• Ability to troubleshoot, research solutions to new/unknown issues, and constant learning is a key ingredient to success
• Pro-actively identify and prevent customer issues by identifying problems through sound troubleshooting skills; provide timely resolution to keep IT networks “highly available” per company SLA management guidelines
• Work with other IT support staff to help resolve and reduce frequency of user-impacting system issues
• Participate in IT projects as instructed by supervisor
• Maintains up to date system/network documentation
• Provides status and project reporting to supervisor as requested
• Participate in a 24x7 on-call rotation team
• Track, prioritize and document user requests using an IT support helpdesk and change control system
• Microsoft Office, Exchange Server/Active Directory, Windows server and desktop
• Desktop, Laptop and printer support methodologies
• Network Monitoring Experience; Xymon, VMtools
• RDP and HP thin client support
• Wireless LAN/WAN technologies
• Disaster Recovery methodologies
• Must have strong and demonstrable troubleshooting and communication skills
• Bachelor degree in technology or equivalent military experience
• One or more years’ experience in a similar role is required
• IT Certification(s) desirable; MCSE, CCNA, PMP
• Business knowledge of general business applications
• Demonstrate competency in tactical thinking with strong relationship skills
• Work effectively in team environment
• Provide project support and ensure transition of equipment and processes to Operations upon project completion
• Responsible for the refresh and maintenance of the video infrastructure and services; collaborate with the UC Architect on new solutions and services
• Main contact for major conferences (A/V, streaming, etc) with duties including event planning and coordination; create policies, procedures and checklists to streamline these efforts
• Provide backup AV support. Handle in-call technical support issues; perform level 2 & 3 troubleshooting
• Proactively troubleshoot, test and coordinate equipment and system repair as required. Assist with conducting site integrity, testing and participating in video conferencing as needed to ensure videoconference connectivity
• Document AV designs (to include AV control, video, audio and networking schematics) as part of the engineering design package, and coordinate the design review and change process with team members and other company Technology Architects
• Troubleshoots and resolves incidents and Service Requests, performs Change Requests, maintains administrative status within Service Now ticketing system
• Manages the IT infrastructure build-out to support Facilities office relocations to include all voice telephony hardware, voice services, video conferencing, voice/data cabling, physical LAN/WAN data networking equipment installation
• Participates in an on-call rotation for Operations escalations. Responds to automated and customer generated alerts within 10 minutes of receipt
• A/V systems: Lync/SFB, Logitech, Smart rooms, Polycom, Creston, Lifesize, Biamp, etc
• Conferencing end points: Lync/SFB, 0365, and Polycom
• Audio conferencing: Web based, Skype/Lync, third party such as West
• Audio visual basics: camcorders, lighting, placement of microphones and use of audio mixers for use in recording video. Video editing experience is a plus
• Basic LAN networking
• Unified Communication: Enterprise Voice, SFB,
• Network and service management tools such as HPOV, SolarWinds, vendor specific tools
• Bachelor’s degree in Computer Science, Engineering or other associated field preferred
• 5+ years of experience in A/V and UC services
• Consultative and communications skills, design skills, analytical ability, judgment, and the ability to work effectively with client and other Information Technology staff, consultants, and vendors
• Ability and desire to learn new technologies
• Ability to diagnose level 2 tickets and provide problem resolution
• Basic networking experience; how to build a LAN and its basic functions, reading a topology map and follow the needed steps
• Certificates a plus: Lync, Skype for Business, LifeSize Video, Polycom, Cisco CCNA/CCNP
• Provision of the highest level of customer service to the users in SDL
• Take ownership and responsibility of helpdesk calls until closed or escalated – maintain high quality of helpdesk entries including accurate and detailed notes, category etc
• Will be required to visit Stuttgart office from time to time for on-site IT activities
• Comfortable in handling and resolving IT issues from level 1 right through to level 3 troubleshooting
• Maintain accurate inventory log of hardware and software assets
• Knowledge of IT system reports/statistics and working procedures
• Critical systems - Backup integrity. (Symantec Backup Exec, Veeam), Anti-Virus. (Sophos)
• Critical systems – Virtual Servers (Hyper-V)
• Design, Configure, manage and maintain IT infrastructure, including network equipment, MS and Hyper-V servers, switches, computer room environment etc
• Configure, maintain and troubleshoot desktops (Win7/8), servers (2K3/2K8/2k12) and Macs
• Maintain an accurate inventory of all IT Equipment
• Adhere to IT Purchasing procedures ensuring all IT needs at sites are appropriately met in conjunction with the approved IT budget
• Contribute to IT Operations Manual and other relevant documentation
• Communicate effectively with IT management team, escalate issues appropriately
• Ensure IT pages of the Intranet are updated effectively, including System Status Page, Failure Logs, and Change Control
• Ability to communicate at all levels, Excellent verbal and written communication skills
• Knowledge of PC hardware and peripheral
• PC/Server hardware
• PC/Server maintenance
• Server hardware, good general understanding of network hardware
• Operating System installation and support including Windows 7/8
• Microsoft Server 2003/2008/2012 and Exchange Server administration
• Knowledge of Active Directory, maintenance of user accounts and GPO management
• Preferable experience with Symantec Backup Exec and SEP solutions and/or Veeam
• Good understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN)
• Proven track record completing projects to time
• High level of organisational skills and methodical approach essential
• Demonstrable supervision skills would be advantageous
• Good general knowledge of network equipment – cabling/switches/routers/firewalls
• Good understanding of Microsoft core technologies Active Directory/TFS/SQL/Exchange
• Excellent understanding of Virtual Server technologies – (Hyper-V) Major Advantages
• Knowledge of ISO 9001/27001
• Experience with Visual Studio and TFS Server
• MCP/MCSE or part thereof
• 2-5 years of technical Helpdesk or equivalent experience, including supporting an Apple environment
• Personable and presentable demeanor, consulting experience highly desirable
• Bachelor’s Degree in Computer Science preferred
• Customer focused and results driven
• As part of the Desktop Team, provide initial incident response to all helpdesk requests, for local and remote based users primarily in the US, but on occasion to our global offices as well. Assess the impact and criticality of issues and, if able, ensure best effort is put forth to resolve the issue
• Perform daily ticket maintenance and management. Proactively follow up on requests, annotate tickets as appropriate with progress and status, and ensure the requestor stays informed
• Building of end-user computers; deployment, upkeep, and troubleshooting of peripherals, desk phones, and mobile devices
• Assist with controlling hardware, software and telephone inventory
• Maintain, upgrade or replace hardware and application software to meet business needs. Pay special attention to time sensitive business requests and make smart decisions to ensure minimal user impact for their regular work day
• Participate in the creation and maintenance of documentation, work instructions and configuration standards. Ability to make pragmatic recommendations on system and process enhancements
• Assist with basic maintenance and support for user account administration, e-mail, VPN, telephony, meeting collaboration, print/fax, end-point security
• Support audio visual components used in conference rooms (Polycom, Extron, Crestron, etc)
• Excellent written and verbal communication skills with an emphasis on strong phone and customer service skills
• Strong process, time management and organizational skills
• Strong Microsoft Office skills, particularly Outlook, Excel and Word
• Strong knowledge of Windows desktop operating systems (W10 & W7) and all applications and functions native to Windows
• Strong knowledge in building and repairing all components of desktop and laptops
• An understanding of TCP/IP and networking, including standalone and networked printers
• Experience in managing Active Directory objects and Exchange 2010 Administration of mailboxes and Distribution Groups
• B.A in an Information Technology discipline and relevant working experience
• A minimum of 4 years experience in a desktop support role is required
• A background in customer service is a plus
• Knowledge of the financial markets would be advantageous
• ITIL V2 or V3 Foundation Certification desirable
• Installing and supporting PCs, laptops, printers, peripherals, and connected equipment in an IT Enterprise environment comprising 6,000 8,000 users
• Applying basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
• Applying basic troubleshooting skills to identify and resolve network printing issues and protocols issues related to network printing in windows 7 & 10 print server environment to include multi-function printers using Web Jetadmin
• Upgrading end user computer systems ensuring no data loss
• Bachelor and 4 years of experience or 8 years of equivalent work experience in-lieu of education will be considered
• Team player with good communication, organizational, and strong interpersonal skills
• Must be oriented to customer service and have the ability to work in front of the customers, utilizing remote tools, and through email
• Lead infrastructure and software projects and coordinate the necessary technical deliveries in partnership with peer teams in IT
• Participate in the successful implementation of future technologies involving digital trends
• Manage/coordinate the delivery of key IT services for engineering groups
• Provide user support and administration for engineering tools, their deployment and licensing on Linux and Windows
• Manage the configuration and deployment of workstations and servers to meet the needs of various engineering groups
• Support complex server equipment for managing both physical and virtual resources
• Work with vendors and technical support organisations to coordinate troubleshooting process for all hardware and software related issues in a timely manner
• Support the procurement process and use of internal tools for hardware and software acquisition as required
• Maintain systems to current IT security standards including patching and hardening tasks
• Travel occasionally to participate in local and European operational improvement workshops
• Knowledge of application deployment including client-server components
• Experience in Linux/Windows integration including SSH, LDAP, Kerberos, NFS, NTP. . (Knowledge of AIX is advantageous)
• Experience of working in a project environment in IT, including requirements capture and activity planning
• Previous experience of a customer facing role with strong organizational, communication, and leadership skills
• Sound understanding of good security practice and configuration
• Knowledge of virtualisation technologies (e.g. VMware, Citrix)
• Understanding of LAN/WAN networks
• Basic scripting (e.g. BASH, PERL, PowerShell)
• Use of relational databases including SQL
• BA/BS Degree in a technical field or equivalent practical experience
• + If you do not have the relevant experience with these technical skills, systems, and technologies, please refrain from applying for this role +++
• Bachelor or Master’s degree in Computer Science or related
• Experience at working in support roles for at least 5 years
• Proficient at SQL
• Proficient at Windows server, Apache, IIS, Tomcat, MQ,
• Agile & teamwork approach
• ITIL Foundation certificate
• Provide the necessary IT services support as required by computer users
• Provide IT-related service support for production teams
• Provide Servers, PABX, LAN Switches and LAN, share printers setup/maintenance for users
• Data backup and log checking
• Develop and conduct IT training to the users community
• To tracking call and follow-up until problem is resolved
• Overall call and service request status updating on any queries from end users
• Minimum 3 years of working experience, preferably in IT support discipline
• Proficient knowledge in Windows Server 2000/2003, AD, GPO and Windows applications
• Profound knowledge of SQL7.0 or above, Paradox 8.0, Delphi 7.0 and Unix script setup
• Fluent in written and spoken Chinese/English
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues
• Provide prompt and accurate feedback to customers and management
• Ensure proper recording and closure of all issues in ticketing system
• Prepare accurate and timely reports
• Document knowledge in the form of knowledge base tech notes and articles
• Creativity: You must be able to think of new systems and new ways to work. You must be able to think creatively and ask the right questions
• Problem-Solving Skills: Engineers work to develop new solutions to problems. You will need the skills to identify the source of the problem and create and test solutions
• Teamwork: Engineers will be part of a team in developing systems, fixing problems or creating solutions. You will need to work well with others to get the job done
• Listening Skills: Listening to workers, teammates and management is crucial to an engineer's job
• Communication Skills: You must be able to communicate your plans, thoughts, and rationale in your job. Good communication skills will help you greatly in accomplishing your job
• The ability to manage time

IT Support Engineer / Mccann Resume Examples & Samples

• Responsible for all 1st and 2nd line support queries, problems and incidents, utilising all available support materials and expertise to try and successfully restore systems to full working order
• Responsible for accurate in call logging providing details on resolution and lessons learnt
• Responsible for resolving issues promptly and efficiently coupled with a sound technical trouble shooting capabilities
• A strong emphasis is on 2nd line client-based support for business applications on PC, Mac and Smartphone
• Ideally you will have related MAC or PC certifications (MCITP, ACTC). A cross-platform expertise is essential as they have a 50% Windows, 50% Mac environment and a large number of users. This is primarily a user / desktop support role but you will also become involved in additional projects
• Ability to relay complex technical information to non-technical staff
• Up to date with the latest technologies
• Solid understanding of the importance of meeting tight deadlines
• Core personal attributes should include being logical, outgoing, highly organised and service-orientated IT support professional
• Knowledge and 2 years’ experience of Windows 7/8/10 and Mac OSX client
• Experience in troubleshooting DTP applications including Microsoft Office, Adobe Creative Suite /CC/CC2017
• Knowledge and experience of active directory tools (ADUC)
• Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels
• Assess the need for and implement performance upgrades to end user workstations, including the installation these upgrades (for example memory)
• Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s desktop computing environment
• Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems
• Work with the company’s helpdesk on assigned problem/IMAC tickets
• Answer to and perform IMAC requests as they are submitted through the service desk
• Deploy software through SCCM (SMS)
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal
• Interface with third-party support and equipment vendors
• Position will also provide support to the Executive Team as needed
• Some travel could also be needed at times to support special functions or locations
• Associate Degree in information technology, or related field (or equivalent experience)
• Minimum of 3 years of IT Desktop Support experience
• Microsoft Certified Desktop Support Technician (MCDST) or Microsoft Certified Technology Specialist (MCTS) certification for Windows 7 highly desired
• A+ certification highly desired
• Strong technical skills in supporting x86/x64 hardware platforms
• Ability to quickly trouble-shoot and resolve problems
• Experience working in an Active Directory environment including SCCM
• Experience with desktop virtualization (e.g. Xen) preferred but not required
• Concentrated focus on defect reduction and quality of services
• Excellent customer relations and customer support skills
• Experience working in a team-oriented, global, collaborative environment
• 4+ Years of IT Support experience
• 1+ years supporting Mac OS
• Working understanding of TCP/IP and LANs. Basic

Production IT Support Engineer Resume Examples & Samples

• Own and manage support incidents end-to-end, working with users and technical stakeholders to communicate and resolve incidents
• Understand the real estate business, communicate with business users and troubleshoot their problems
• Work on Unix, Java and SQL defects
• Conduct root cause analysis on incidents and ensure that the problem management process is followed through upon
• Work with infrastructure teams to manage and support server maintenance, downtime and testing
• Work evenings and weekends as and when required
• Develop tools to automate systems in production
• Proven ability to operate under own initiative
• Unix scripting/commands, Shell/Perl scripting, Java, C, hands-on experience on JDBC
• SQL performance tuning and stored procedures on Oracle and SQL server
• Knowledge of Spring, JMS and the major java technologies a plus
• Excellent organization and communication skills
• Bachelor of Engineering or Bachelor of Information technology
• Installation/configuration/troubleshooting/testing of proprietary applications
• Resolve customer reported issues and inquiries, by local travel to customers' sites or remotely via secure connectivity to customers' systems
• Maintain records of daily communications, document problems, configuration information and resolution
• Perform scripting modifications in local databases using Microsoft Access, SQL Server and Oracle database
• Maintaining customer relations via phone or in person with various customers' users and personnel
• Troubleshooting of Microsoft Windows and Linux operating systems
• Troubleshooting of network environments
• Providing technical assistance to other support engineers and customers
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Develop training materials, documentation, procedures and train users in the proper use of hardware or software
• Confer with staff, users, and management to establish requirements for new systems or modifications
• Must be able to provide on-call customer support on a rotating basis
• Candidate must have a valid California driver’s license and reliable transportation for periodic service calls to customers sites; and capable of transporting and delivering computer hardware systems to customers' sites
• Candidates must be able to occasionally move and lift computer equipment
• Following global IT standards and policies, procure, configure, setup and troubleshoot PCs, laptops, thermal printers, laser printers, and other hardware and software as required by the ModusLink location
• Contribute to and emphasize the importance of global IT standards and policies in support of the business and operations
• Provide tier I and II technical support for Service Desk reported problems for the ModusLink location and coordinate with global IT for Tier III reported problems to ensure timely, SLA based resolution for IT incidents
• Provide PC software training and support as directed by global IT service delivery teams and as requested by the ModusLink location
• Deliver IT support for remote and home based employees and ModusLink resources as required by the local ModusLink location and in accordance with global IT standards, policies, and procedures
• Manage any local IT responsibilities for projects and go-live activities as outlined in the onboarding project planning and operations requirements in collaboration with global IT
• Coordinate escalation of issues for IT support to regional and global IT resources and teams
• Respond to local production issues as needed to support engagements with global IT resources and / or vendors
• Manage any local vendor relationships for local services as needed
• Ensure customer satisfaction with timely, accurate, professional service and support
• Partner with the business and operations to provide liaison and coordination with the global IT group to represent business requirements while bringing global IT solutions to the sites for value add to the business and operations
• Bachelor’s degree in Computer Science, Networking or Engineering or equivalent is preferred but not required
• Minimum of 3 years of experience in Computer/Technology industry
• Must be able to read, write, and speak in English to communicate with global team
• Supplemental course work and evidence of continuous learning related to key disciplines associated with position such as MCP, CNA, CNE, or MCSE certifications preferred
• Good software and hardware troubleshooting skills
• Demonstrated understanding of technical/web environments
• Working knowledge of Windows operating systems and profiles
• Analytical, problem solving, and conceptual skills
• Teamwork and interpersonal skills
• Presentation skills preferred but not required
• Good verbal and written communication skills and ability to express complex technical concepts in terms that the business unit can understand
• Must be a team player, and demonstrate an ability to be flexible, collegial, and passionate
• Thrives in a somewhat unstructured hands-on environment that demands a consultative approach spanning multiple environments while maintaining adherence to global IT standards and policies
• With help of IT management and senior colleagues, ability to coordinate multiple projects and activities simultaneously
• Support, troubleshoot and repair all desktop, telcom, AV & computer equipment
• Support for all requests for moves, additions, and changes for Telco and computer equipment
• Support all network equipment from the data switch to the actual endpoint, computers, phones, printers and fax machines
• Update the service management system to track all incidents and requests
• Build new computer systems and maintain DB for asset tracking
• Create and maintain software images for user PC’s and test and evaluate new items as they become available
• Deploy and encrypt laptops for field use
• Process Telcom and computer hardware and software requests
• Test and evaluate new technologies and be prepared to adopt and test as the company evolves
• Experience providing technical support to remote user populations
• Ability to support users in a clear and respectful manner both over the phone and in person
• Ability to communicate clearly, both verbally and in writing, with non-technical users
• Excellent customer service and interpersonal skills
• Significant knowledge in Microsoft (MS) Windows Operating systems, Microsoft Office, Active Directory, Exchange/Outlook and other MS products
• Experience with LAN/WAN TCP/IP networks, and Cisco VPN
• Ability to resolve application issues, handle virus situations, and troubleshoot and
• Minimum 3+ years of experience working in an enterprise IT environment or military environment diagnosing and resolving various computer hardware and software related problems
• Solid understanding and at least 1 year of experience working with Active Directory, TCP/IP, DNS, VPN, Citrix and the Internet
• Experience providing telephone support in an enterprise IT environment is required
• Experience utilizing Helpdesk ticketing system (Cherwell preferred)
• Manage incoming requirements for the existing platform, ensuring successful deliveries
• Manage projects related to this activity
• Remain aware of competing solutions within the market place
• Help to deliver technical solutions in particular integration into the UBS environment
• Acting as first point of contact for all end users’ HW/SW or other technical requests: diagnose and issue resolution
• Managing the deployment of computers, SW installations, configurations and upgrades
• Administrating network user accounts and mailboxes
• Supporting the roll-out of new applications
• Managing IT equipment supply
• Deliver IT training for the company’s new comers
• Knowledge of all current Windows operating systems
• Knowledge of Telephony equipment VOIP on Mitel
• Solid understanding of Ethernet/LAN/WAN/IP networking software and hardware
• Strong PC diagnostic and troubleshooting skills required
• Excellent knowledge of MS Office Word/Excel/Outlook desktop programs
• Ability to work with both technical and non-technical personnel to solve network problems
• Required availability
• To be on call
• To work long hours if necessary in case of serious system/network malfunction
• Demonstrated analytical, written and oral communication skills in the English language
• Detail oriented
• Comfortable with multi-tasking
• Excellent follow through
• Linux (Redhat) experience a plus
• VMWare experience a plus
• MS Powershell experience a plus
• A Bachelors Degree or Equivalent experience/education relative to the position
• Must have a minimum of six years experience in system/network/security administration desired
• Provide needed desk side support and daily site IT leadership guidance for regional key sites designated by Leadership IT Support program lead
• Partner and assist with global issues as needed
• Monitor the ticketing system and ensure timely assistance is provided to business end users
• Deploy, support and troubleshoot issues with equipment including workstations, servers, phones, mobile devices, printers, scanners, faxes and multifunction devices
• Advise end users (including executives) on technology best practices and perform preventative maintenance in conjunction with Global IT standards and Leadership IT Support recommendations
• Setup, support and train end-users on mobile devices and wireless technology
• <25% travel may be needed
• 5-7+ years of experience supporting infrastructure within a large environment
• Excellent leadership and communications skills
• Provide in-office IT support for Red Hat associates with the following
• Troubleshooting skills on Linux, Mac, and Windows
• Technical knowledge of a variety of audiovisual systems

Related Job Titles

• Support Engineer Resume Example

Resume Examples

• Common Tasks & Responsibilities
• Top Hard & Soft Skills
• Action Verbs & Keywords
• Resume FAQs
• Similar Resumes

Common Responsibilities Listed on Support Engineer Resumes:

• Responding to customer support tickets and providing solutions for technical issues
• Documenting troubleshooting steps and customer interactions in a knowledge base or CRM system
• Collaborating with product development teams to report bugs and suggest improvements based on customer feedback
• Creating and updating technical documentation, manuals, and support guides for end-users
• Conducting remote sessions to diagnose and resolve complex software or hardware problems
• Providing training to customers on how to use products or services effectively
• Monitoring system performance and proactively addressing potential issues
• Participating in the development and delivery of product updates and patches
• Assisting with the onboarding of new users by setting up accounts and providing initial guidance
• Testing new features and tools before they are rolled out to ensure they are user-ready
• Working with the support team to develop strategies for improving customer satisfaction and reducing response times
• Engaging in continuous learning to stay updated on product changes and industry best practices

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Support Engineer Resume Example:

• Customer service excellence
• Technical troubleshooting and diagnostics
• Knowledge base development
• Process optimization
• Incident management
• Product testing and feedback analysis
• Interdepartmental collaboration
• Training program design and delivery
• System performance monitoring
• Software patch development and deployment
• Technical documentation and guide creation
• Remote support and diagnostic techniques
• User experience enhancement
• Client relationship management
• Proactive issue detection and resolution
• Time management and prioritization
• Communication and interpersonal skills
• Analytical and problem-solving abilities
• Adaptability to new technologies and trends
• Self-service support facilitation

Top Skills & Keywords for Support Engineer Resumes:

Hard skills.

• Troubleshooting and Problem-Solving
• Technical Support
• Customer Service
• Network Administration
• System Administration
• Database Management
• Scripting and Automation
• Software Installation and Configuration
• Hardware and Software Troubleshooting
• Knowledge of Operating Systems (e.g., Windows, Linux)
• Virtualization Technologies
• IT Security and Data Privacy

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting
• Customer Service and Relationship Management
• Technical Aptitude and Knowledge
• Attention to Detail and Accuracy
• Adaptability and Flexibility
• Time Management and Prioritization
• Collaboration and Teamwork
• Empathy and Patience
• Analytical Thinking and Data Analysis
• Continuous Learning and Self-Development
• Stress Management and Resilience

Resume Action Verbs for Support Engineers:

• Troubleshot
• Collaborated
• Implemented
• Investigated

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Resume FAQs for Support Engineers:

How long should i make my support engineer resume, what is the best way to format a support engineer resume, which keywords are important to highlight in a support engineer resume, how should i write my resume if i have no experience as a support engineer, compare your support engineer resume to a job description:.

• Identify opportunities to further tailor your resume to the Support Engineer job
• Improve your keyword usage to align your experience and skills with the position
• Uncover and address potential gaps in your resume that may be important to the hiring manager

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Related Resumes for Support Engineers:

Technical support engineer, it support specialist, desktop support engineer, it support analyst, systems engineer, it service manager, it support manager, network engineer.

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5 IT Support Resume Examples to Land Interviews in 2024

IT Support Resume

• IT Support Resumes by Experience
• IT Support Resumes by Role
• Write Your IT Support Resume
• Entry-Level
• Senior-Level

As an IT support professional, you’re adept at juggling troubleshooting tasks, user training, software installations, and system migrations. When technical issues emerge, you’re the one to solve them, keeping things running smoothly. 

Between preventing and troubleshooting tech issues, documenting resolutions, and collaborating with teammates, you’ve got your hands full. Still, don’t let the lack of time hold you back from crafting a resume that helps you get your next job.

We’re here to make it easier for you. Check out our IT support resume examples and tips to advance your career!

or download as PDF

Why this resume works

• Also, tailor your responsibilities and performance to fit the expectations of your potential employer.

Entry-Level IT Support Resume

• While you want this statement to emphasize how your educational background equipped you for the role, don’t let past internships and college projects remain unnoticed. Conclude your career objective with your intention for the role and the hiring company.

IT Support Engineer Resume

• However, be brief with your skill list, making sure to keep them specific to the open IT role. Yet, don’t feel compelled to lie about your competencies; otherwise, you set up yourself and the prospective employer for disappointment should you get hired.

IT Support Specialist Resume

• Like Abigail did by underscoring her role in reducing manual server configuration by 54%, you can also highlight your input in streamlining technical processes to save time and resources.

Technical Support Resume

• Follow this example to sell yourself as a solution-driven technician with a proven record of exceeding customer expectations through delivery of timely and effective support.

Related resume examples

• Network Engineer
• Cyber Security
• Quality Assurance

Fine-Tune Your IT Support Resume to Match Your Dream Job

Through your experience in IT support, you’ve gathered a well-rounded set of skills that make you the ideal candidate for the job. By applying your skills in ZenDesk and TeamViewer, you offer invaluable support to end-users, while expertly managing your time and workload with Jira and ServiceNow. 

In your role, your deep understanding of IT systems and software is crucial, so put it front and center. Let soft skills , like customer service, problem-solving, and leadership shine through when writing a cover letter instead.

Keep things highly technical here to make sure that you’re hitting all the right keywords. Dive into your knowledge of operating systems, networking, cloud infrastructure, and hardware. If you specialize in certain aspects of IT support, such as network analysis or virtualization, mention the relevant tools.

Need some ideas?

15 top IT support skills

• Google Cloud
• Malwarebytes
• Microsoft Azure

Your IT support work experience bullet points

Whether you’re handling customer support calls or mapping out your team’s priorities, your role is all about tackling issues—both proactively and reactively. 

However, instead of just focusing on your daily responsibilities, the best way to catch a recruiter’s eye is to show off your career achievements. Make them stand out further by including quantifiable metrics. 

Much like you use metrics to analyze a network’s performance using SolarWinds, include concrete figures to allow hiring managers to get a clear picture of your professional value. 

For instance, draw attention to the high first-call resolution rates you achieved with AnyDesk or the decrease in office security incidents that you spearheaded by implementing McAfee security solutions.

• Show off the decreases in IT security and malware-related incidents that you brought on.
• Reaffirm your expertise with remote troubleshooting by highlighting the high first-call resolution rates you achieved with AnyDesk or TeamViewer.
• Emphasize your proactive approach by mentioning the system uptime improvements your monitoring routines involving Nagios or PRTG led to.
• Showcase your efficiency by mentioning the improved issue response times you were able to achieve.

See what we mean?

• Implemented Jira ticketing system for issue tracking and management, streamlining the workflow and reducing response time by 66%
• Leveraged Remote Desktop Protocol to remotely troubleshoot and resolve software-related issues, leading to a 52% increase in first-call resolution rate
• Implemented Symantec Endpoint Protection to enhance security measures and contributed to a 36% decrease in malware-related incidents
• Monitored network performance using SolarWinds Network Performance Monitor, proactively addressing issues and minimizing downtime by 53%.

9 active verbs to start your IT support work experience bullet points

• Implemented
• Spearheaded

3 Tips for Writing an IT Support Resume When You’re Just Starting Out

• Certifications such as CompTIA+ or ITIL Foundations, while not always required, can help show your commitment to IT support. If you have any of these, or perhaps platform-specific certs such as a Windows 10 certification from Microsoft, display them in your resume.
• If you’ve worked on any relevant personal projects or participated in hackathons, consider including them in your work experience . For instance, mention the network virtualization project you undertook using GNS3, or how you managed the network for your college’s computer lab.
• Demonstrate that you have relevant soft skills like adaptability, customer service, and problem-solving. Mention examples from your education, internships, or part-time jobs. For instance, show off your time management and customer service by mentioning the retail job you worked alongside attending college.

3 Tips for Writing an IT Support Resume Once You Have Some Experience

• Instead of just listing “teamwork” or “leadership” in your resume, include specific examples that show off these qualities. For instance, talk about how you led a multidisciplinary team through a challenging roadblock, or how you mentored junior IT support specialists. 
• If you specialize in a certain niche within IT support, such as security, network management, or specific tools or software, talk about this in greater detail. List any certifications and courses you’ve attended and highlight experiences that show your impact.
• Management executives value metrics such as efficiency and budget management. Show your business-focused approach by mentioning how you spearheaded overhauls, audits, or support protocols that led to cost savings or efficiency gains.

Use your cover letter to elaborate on your resume. For instance, elaborate on the thought process and analysis that led to your decision to transition to a cloud-based infrastructure, mentioning the alternatives you decided against.

When you’re just starting out, a career objective can be a good way to tailor your resume to each role. Include a specific mention of the company and job title, as well as an example long-term career trajectory you’d like to follow within the company, such as advancing to a programming role. 

The best way to set your resume apart is to study each job description , and then fine-tune your application to hit the most relevant keywords. For instance, if an IT support specialist role stresses the importance of proficiency in ServiceNow and AnyDesk, add those skills in.

• • Resolved technical issues for over 100 employees, increasing overall productivity by 20%
• • Implemented new IT systems, increasing system efficiency by 15%
• • Led a team of 5 junior IT specialists, improving team efficiency by 10%
• • Resolved technical issues for over 50 employees, ensuring minimal downtime
• • Assisted in the implementation of new IT systems, reducing system errors by 25%
• • Collaborated with the IT team to meet quarterly targets, achieving 100% of goals
• • Supported senior IT specialists in resolving technical issues, contributing to a 10% increase in efficiency
• • Assisted in managing IT systems for 20 employees, maintaining 100% system uptime
• • Assisted in the preparation of quarterly IT reports, achieving 95% accuracy

7 IT Support Resume Examples & Guide for 2024

When crafting your IT support resume, it's crucial to highlight your technical proficiency. Showcase your experience with various operating systems, hardware, and software solutions. Additionally, demonstrate your problem-solving skills and your ability to communicate effectively. Let employers see your track record of providing excellent customer service and resolving technical issues efficiently.

All resume examples in this guide

Computer Support Specialist

Computer Technician

Incident Manager

IT Support Analyst

IT Technician

System Administrator

Resume guide.

IT support Resume Example

Resume Format

Resume Experience

Hard & Soft Skills

Certificates & Education

Resume Summary Tips

Additional Resume Sections

Key Takeaways

Many fell victim to the 2023 tech layoffs.

Yet, current trends show cutbacks are slowing down . This means new job opportunities will start popping up. And with them - a large competition pool.

But, is your IT Support Specialist resume adequate?

Keep reading and we’ll show you how to:

• Build a solid resume even if you don’t have much industry experience
• Talk about your skills and write a convincing resume summary
• Analyze real IT Support Specialist resume examples to enhance your writing abilities

Not sure this is the right guide for you? Explore other roles we can help you with:

• Help desk resume & guide
• IT support analyst resume & guide
• Technical support manager resume & guide
• Desktop support resume & guide
• Application support analyst resume & guide
• IT support manager resume & guide
• Software support engineer resume & guide
• Application support manager resume & guide  

IT support  resume example

Here’s what this applicant does well in their resume:

• Emphasizing career progression and leadership skills:  Not only has the applicant displayed clear professional growth, but they've also improved team efficiency by 10% when leading a team of five. Such experience is crucial for mid-level and senior management roles.
• Demonstrating efficiency improvement through quantifiable achievements: Which company doesn't want to have its overall productivity increased by 20%? The candidate’s proven expertise indicates they have what it takes to support their future employer.
• Highlighting technical support and problem-solving skills: The applicant shows they live and breathe troubleshooting by focusing on a variety of relevant accomplishments across all previously held positions.

How to format an   IT support  resume

The hiring climate in the tech sector is tough, so building an outstanding resume is the best way to get noticed. To do that you have to describe your expertise in the most straightforward way possible.

Be selective about which experiences you share and how you frame them.

To guarantee a flawless presentation of your work history and your abilities, keep in mind the following resume writing best practices:

• Choose the reverse-chronological resume format :  Similar to the example above, showing continuous professional development is crucial in the tech world. Especially if you're aiming for a senior position.
• Include your GitHub in the resume header :  This is the first section recruiters see, so you must grab the chance to link to a portfolio with a wide selection of past tech solutions you’ve crafted.
• Start your resume with a memorable resume summary:  Convince recruiters to spend more than 2 seconds reviewing your application by including some of your top professional success stories.
• Use a simple, but effective font:  Improve your IT Support Specialist resume’s readability by using a font, such as Lato or Raleway.
• Avoid going over two pages:  Regardless of how much experience you have to flaunt, ensure you’re only discussing bits of information the company will care about.
• Save your resume as a PDF file :  If you're worried about passing Applicant Tracking Systems (ATS) tests, don't panic. ATS software easily scans through PDFs.

Is your resume good enough?

Drop your resume here or choose a file . PDF & DOCX only. Max 2MB file size.

Yet, a perfect resume outline isn’t complete without a clear division between the different sections. So, we’ve featured the ones that carry the most weight with hiring managers:

The top sections on an IT support resume:

• Technical skills: Exhibit your proficiency in all the IT support tools and software the company uses, not only select cloud services and mobile applications.
• Professional experience: Showcase the scope of your practical expertise and the type of issues you can tackle.
• Certifications: Highlights relevant IT qualifications and credentials you've obtained.
• Educational background: Describe your formal training in Information Technology.
• Problem-solving examples: Illustrate the effectiveness of your tech solutions by providing related samples of your work.

What recruiters want to see on your resume:

• In-depth technical skills: While a strong technical background is a must, it’s more important that you’re well-versed in the software your potential employer uses.
• Relevant certifications: Recruiters want to make sure you’re trained in particular IT areas, as well as all the latest versions of the tools their companies subscribe to.
• Problem-solving abilities: Demonstrate you’re good at thinking on your feet and able to do thorough research, when new issues come up.
• Experience with diverse technologies: Prove you’re adaptable and not stuck in the past. Show you’re working to continuously expand your knowledge of various tools.
• Strong communication skills: Effective communication is crucial for IT support roles to understand and resolve user issues and to liaise with team members.

How to write your IT support resume experience

By far the most significant segment on your resume, the experience section  is where you outline your professional successes, supported by examples.

A common trap many IT Support Specialists fall into is using too much technical jargon on their resume.

Although recruiters are generally aware of certain software and platforms, they’re not expected to know the finer details.

So, when including the names of tools and languages you’re proficient in, explain how you’ve used them.

Remember, the focus is on outcomes.

Companies want to make sure that your work is going to benefit them. So, be mindful of what your potential employer is trying to achieve shortly.

To write a compelling experience section, each of the entries you add must build upon the previous one.

As we mentioned at the beginning of this article, be selective about the experiences you share. Make sure you tailor them to the requirements in the job ad.

But, don’t worry if you can’t fit everything on your resume. You’re not supposed to. And you can always leave some for the cover letter later.

Also, avoid common resume buzzwords . These are just filler words that don't inform recruiters of what you can do.

Instead, frame each of the entries in the experience section by starting with an action verb . Then, explain what type of challenge you were trying to tackle and share your results.

Have a look at the example below:

• • Reduced production errors by 15%.
• • Found better software solutions for the production department.
• • Increased production output.

In an attempt to be succinct, Takeshi has made a few mistakes.

The applicant’s first error is not providing a description or a website for his past employer.

There are many cases of companies sharing similar-sounding names. As such, it’s considered a best practice to at least provide a link to the employer’s website.

That way hiring managers will better understand the scope of your past employer’s business operations. And how your  work fits within them.

Next on the list of mistakes are the bullet point descriptions.

Fujino has tried to highlight some of his tech accomplishments while at High Tech Industries Ltd. But at the same time, he has missed the point of  how to do it properly.

• • Reduced production errors by 15% by conducting on-site visits and instructing staff about best practices when using the company equipment.
• • Cut tech costs by $70 million by renegotiating existing vendor contracts and finding better software solutions for the production department.
• • Increased production output by 88% by optimizing production line processes and taking advantage of system downtime to organize other processes.

Now recruiters will be certain that Takeshi is the candidate they were searching for!

How to quantify the impact on your resume

We talk a lot about results, but that’s because they are the key to a successful resume. Being able to measure your achievements  means that you take into account the impact of your work.

And that you’re goal-oriented.

Some of the measurable achievements you can add include the:

• Number of tickets you’ve handled daily  to demonstrate time and workload management.
• Size and the scope of the networks and systems you’ve managed to illustrate the scale of your technical capabilities.
• Number of side projects you’ve completed to showcase your versatile skill set and inquisitive nature.
• Number of projects you’ve spearheaded or led to highlight your leadership and project management skills.
• Number of staff or new colleagues you’ve mentored to emphasize your ability to mentor and work in a team.
• Amount of project time you’ve saved the company to draw special attention to your ability to optimize systems and find better solutions.
• Percentage of satisfied customers you’ve managed to help to prove you’re also proficient in customer service.
• Amount of money you’ve saved the company by providing hardware and software recommendations to outline your industry and tech knowledge.
• Number of certificates you’ve earned while working for your past employer to demonstrate your willingness to continue improving your abilities.
• Number of conferences you’ve presented at to emphasize your good communication and explanation skills.
• Amount of funds you’ve saved from your past employer to prove you’re good at budgeting and contributing to the business’ financial efficiency.
• Percentage of downtime reduced to highlight your impact on improving system reliability.

How do I write an IT support resume with no experience

If you’re building an entry-level IT Support Specialist resume, you can still build a powerful one. Even if you lack the relevant experience .

All you have to do is focus on your transferable skills. And your ability to pick up new skills quickly.

Don’t forget to:

• Be honest about what you do and don’t know. Companies will appreciate it. Hiring managers are searching for candidates who can admit they don’t know everything.
• Declare you are willing to adapt to your future employer’s work style . Show that you’re not afraid to do some research when needed.
• Mention any transferable technical and social talents you can offer, such as contract negotiations or vendor relations.
• Include an extra section, if you’ve completed any relevant side projects or courses. We’ll cover that later on in the article.

Remember, companies and recruiters are rarely knowledgeable about the small details of your duties and responsibilities.

But as long as you show you’re motivated to do the work, you’re on the right path.

How to list your hard skills and soft skills on your resume

Recent developments in the tech industry have been heavily influenced by both the pandemic and the rise of AI.

By shifting to remote offices and working from home, IT support specialists had to double down on reliability and security.

On the other hand, many professionals found themselves redundant  once large language models, such as ChatGPT, emerged.

Hence, now competition isn’t limited to those who are out of work alone. Employed professionals are also on the lookout. Just in case they’ll have to search for a new workplace.

This means that you'll have to present a very versatile profile of hard and soft skills if you want your resume to be successful.

Hard skills  refer to all tools and platforms you use as an IT Support Specialist to do your daily tasks. When listing them on your resume, keep in mind to:

• Reflect on the requirements of  the job ad.
• Place the tools and languages you’re most comfortable being interviewed in first.
• Use the same spelling as the one used in the job ad. This will ensure you will pass any Applicant Tracking System (ATS) tests.

But before you start building your skills section , take a look at the resume summary and the work history segments once again.

Odds are, you've already mentioned how you've applied some of your tech skills.

To make your IT support resume more well-rounded, highlight a few of your soft skills . Especially now that more often than not IT professionals are also doubling as emotional counselors .

• Take into account what will be your main job responsibilities. As well as who it is more likely you’re going to help - other colleagues or customers.
• List some of the soft skills you have to offer.
• Then, employ the same method you used to quantify your other achievements to outline your top social talents.

With all this in mind, we’ve compiled two lists with the key tech and soft skills currently in demand.

Best hard skills for your IT support resume

• Network troubleshooting
• Hardware installation and repair
• Operating systems (Windows, macOS, Linux)
• Server management
• Database administration
• Virtualization technologies (VMware, Hyper-V)
• Cloud services  (AWS, Azure, Google Cloud)
• Cybersecurity practices
• Remote desktop support
• Scripting languages  (Python, PowerShell)
• Software deployment
• Data backup and recovery
• Mobile device management
• VoIP systems
• Helpdesk ticketing systems
• Network security protocols
• Firewall administration
• Performance monitoring tools
• Patch management
• Email systems (Exchange, Office 365)

Best soft skills for your IT support resume

• Problem-solving
• Communication
• Customer service
• Adaptability
• Critical thinking
• Time management
• Stress management
• Attention to detail
• Active listening
• Analytical thinking
• Interpersonal skills
• Conflict resolution
• Multitasking
• Organizational skills
• Continuous learning

How to list your certifications and education on your resume

As you already may know, one of the best ways to prove that your technical skills are up to scratch is with certificates.

That's why sometimes certifications are slightly more important than having a traditional academic background in Computer Science.

They also make it possible for individuals who don’t have much practical experience to compete for the same IT support roles.

Nevertheless, what's the use of a certificate or diploma if you don't know how to describe it correctly on your resume?

If you have an extensive work history, don't include your high school diploma in the education section . Go back only as far as your Bachelor's degree. Then:

• Cite the name of your degree.
• State the name of your college or university.
• Provide the date you obtained your degree. Or expected date of completion, if the course is still ongoing.
• List degree-related projects.

If you're switching careers or have recently graduated, it's best to add a few more details:

• List your GPA, if it’s above 3.5.
• Chronicle relevant majors or minors you've completed.
• Describe any IT-related hackathons or competitions you’ve done.

And remember, place the education section near the top of your resume.

We’ve prepared a handy sample to help you out:

• • Winner of the 2020 University of the District of Columbia Hackathon.
• • Designed and developed a closed file management system for the University of the District of Columbia Computer Science Class of 2020 to distribute, share, upload, and download peer reviewed class-related resources, which resulted in a 25% increase in material comprehension.

As for certificates, there are two things you need to consider before adding yours to your resume:

• Confirm that your certificate is relevant to the position.
• Check the date of validity.

Once everything is in order, simply refer to the following sample on how to present your credentials:

Best certifications for your IT support resume

• A+ (Plus) Certification | CompTIA IT Certifications
• Network+ (Plus) Certification | CompTIA IT Certifications
• Exam AZ-900: Microsoft Azure Fundamentals - Certifications
• CCNA - Training & Certifications - Cisco
• ITIL 4 Foundation Certification | Axelos
• Google IT Support Professional Certificate | Google
• HDI Desktop Advanced Support Technician (HDI-DAST) | HDI
• AppleCare Mac Technician (ACMT) | Apple
• Microsoft 365 Certified: Endpoint Administrator Associate | Microsoft

How to write your IT support resume summary or objective

Do you know what it takes to charm a hiring manager?

A well-written resume profile .

Generally, recruiters spend  no more than 7 seconds on any given resume. So yours must have something to hook their attention right from the get-go.

There are two kinds of resume profiles.

The first one is the resume summary , which is usually reserved for individuals with a long work history.

Its purpose is to relate as many of your core abilities and achievements as possible so that hiring managers know that it’s worth their while to continue reading your resume.

Again, make sure to reference skills from the job ad and use the same spelling for skills and tools.

In the same vein, the resume objective  is a short outline of your professional career so far.

The only difference is that it's best used by people who lack practical industry experience. Or those who are planning to make a career switch.

The aim here is to highlight your best transferable skills and other related achievements. But to do it in a way that will show how they will benefit your potential employer.

Since IT support is interlinked with so many different industries, emphasize your in-depth knowledge of the business niche your potential employer is operating in.

This will show not only your familiarity with the industry tools but also which KPIs are important for your employer.

Also, do some research on the company you're applying to before you write your resume summary.

When it comes to being an IT Support Specialist, get to know your prospective employer’s corporate structure. Then, review any pertinent news about what the company plans to achieve soon .

Is the company scaling up? Is the company being challenged by a particular issue?

Prove you have the expertise and the experience to complete similar projects by showcasing them in your resume profile.

Let's take a look at a couple of samples:

In the first example, we have Takeshi's resume objective.

It's very straight to the point because it shows what Takeshi is searching for and what he has to offer in return.

The problem is the whole text is very focused on the applicant.

Plus, this paints Takeshi as a self-centered and unfriendly person because the objective isn’t written with the company in mind.

As a result, hiring managers will dismiss Takeshi’s expertise in favor of someone who has better communication skills and will fit into  the corporate culture.

But, Takeshi made sure to take our notes into account.

Once he applied a few edits, this is how his resume objective reads now:

This one will make hiring managers stop in their tracks and take a closer look at Takeshi's resume!

Next, review the following IT support resume summary:

This one shows a lot of confidence. But similar to the wrong resume objective above, it's too straightforward without providing too much context.

Whenever you mention you're good at doing research and troubleshooting, remember to provide some details about the situation. And explain why your actions were needed.

By doing so you’re demonstrating where your strengths lie.

For instance:

Additional sections for an IT support resume

If you feel your resume still lacks something, you can always include extra sections to reflect other projects you’ve done. Ones that  don’t fall into any of the other resume segments.

For example:

• Awards, prizes, and achievements you’ve won
• Memberships in professional associations and university clubs
• Published presentations and white papers
• Other programming languages you’re proficient in
• Participating in or organizing competitions and hackathons.

What you share will depend on which ability you want to emphasize.

To illustrate, if you’ve somehow omitted to draw attention to your project management abilities, you can always talk about events and competitions you’ve organized.

How to put a personal IT projects section on a resume

Of course, there’s nothing like presenting a personal IT project. After all, there would be instances where you would have to write a few lines of code on your own.

That’s why if you don’t have the practical experience to brag about certain skills, the personal project section is the ideal solution.

Here is how to outline your work:

• • Reduced error margin by 15% compared to other popular market tools.
• • Won the 2021 University of the District of Columbia Business Application Competition

Key takeaways

To recap, to ensure your IT support resume gets noticed, you must:

• Choose a reverse-chronological resume format to showcase your career progressions.
• Don’t forget to link to your GitHub in the resume header.
• Focus your resume objective on the company’s current mission and business goals.
• Avoid using too much technical jargon in the experience section. But do mention how you’ve used your tools of the trade.
• Be selective about the achievements you share, but always quantify them when you do.
• Remember to include some of your top social abilities along with your tech talents.
• Outline your academic background, as well as any relevant certificates you have.
• Describe relevant personal IT projects you’ve worked on.

IT Support resume examples

Explore additional it support resume samples and guides and see what works for your level of experience or role.

Looking to build your own IT Support resume?

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Resume of IT Support Engineer

Description

Mandeep has worked as a technical support engineer in the past. Web services, APIs, and IP-based protocols are all familiar to him. He is familiar with scripting languages such as Perl and Shell, as well as computer hardware and networking systems, and has excellent time management abilities.

Related Categories

• BTech MTech

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Resume Skills and Keywords for IT Support Engineer

IT support engineers, also known as technical support engineers, give technical assistance to clients who are having problems with their hardware, software, or networking. They assist with software installations, network problems, hardware malfunctions, and other IT-related difficulties either on-site or remotely.

Skills required for an IT Support Engineer's role

• Technical Support 
• Building/ Configuring Systems 
• Network Installations 
• Documentation 
• IT Service Desk 
• End-User Support 
• User  Training 
• Customer Communication 
• Technical Support
• Customer Service
• Troubleshoot

What recruiters look for in an IT Support Engineer's resume

• Proficient in installing and configuring client computer systems.
• Adept at responding to client IT support requests.
• Competent in meeting with clients to diagnose software, networking, or hardware issues.

What can make your IT Support Engineer's resume stand out

A strong summary that demonstrates your skills, experience and background in IT Support

• Goal-Oriented IT Support Engineer with a track record of delivering technical support and customer care to clients, maintaining various PC  hardware and software, and coordinating new personnel. Experienced in object-oriented programming, code development, testing, and debugging, interface design, and system and network administration. Proactive, dynamic, and a skilled troubleshooter, with a strong emphasis on developing and implementing process improvements to support company growth and technical innovation. 

Targeted job description 

• Provide technical support on-site or via remote-access systems
• Offer solutions that meet the needs of the client
• Repair hardware malfunctions, software issues, and networking problems

Related academic background 

• BTech | VIPS, Delhi 2017 
• PCM | Maharaja Agarsen Public School, New Delhi 2015 

Sample Resume of IT Support Engineer Executive in Text Format

Mandeep Singh 

IT Support Engineer 

Phone: +989489589895 | [email protected]

Delhi, India | https://www.linkedin.com/in/mandeepsingh/ 

Goal-Oriented IT Support Engineer with a track record of delivering technical support and customer care to clients, maintaining various PC  hardware and software, and coordinating new personnel. Experienced in object-oriented programming, code development, testing, and debugging, interface design, and system and network administration. Proactive, dynamic, and skilled troubleshooter, with a strong emphasis on developing and implementing process improvements to support company growth and technical innovation. 

EMPLOYMENT HISTORY 

IT Support Engineer

Red Hat, Inc., Delhi | 2019 - Present 

• Implement programs to deliver the best possible technology support experience. 
• Extend support towards honing and refine all aspects of IT Support, whether it's the tools or the team 
• Guide, mentor, and support IT Support teammates 
• Contribute to and maintain our knowledge-based articles with How-To guides for end-users and teammates. 
• Measure, report, and drive IT support KPIs.  
• Effectively respond to and triage escalations as necessary. 
• Assist with testing and provide feedback on the overall end-user experience. 

IT Support Engineer - Trainee

HighPoints Technologies India (P) Ltd, Delhi | 2017 - 2019 

• Recorded, troubleshot, escalated and followed-up with end-users regarding IT support matters. 
• Assisted in maintaining both hardware and software needs. 
• Supported computer users; both hardware and software needs. 
• Installed and deployed workstations, tablets, cell phones and other IT technology to users. 
• Provided end-user training with IT systems and applications. 
• Adhered to all IT processes, policies, standards, and procedures. 

EDUCATION 

SKILLS 

• End User Support 
• Costumer Communication 
• KPI Tracking 

TECHNICAL SKILLS 

Languages and Databases 

• PHP, SQL, C++, JavaScript, HTML / CSS 

LANGUAGES 

• Hindi 
• Punjabi 
• English 

EXTRACURRICULAR ACTIVITIES 

Animal Shelter Volunteer | Alove Animal Shelter 

• Collaborated with 10 out-of-state rescues to save the lives of 4,800+ dogs and cats.

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Technical Support Engineer Resume Sample

Home » Resume Samples » Technical Support Engineer Resume Sample

Are you a Technical Support Engineer professional and looking for an exciting career? We have good news for you! use our professional Technical Engineer . You don’t have to start writing from scratch. Just click “ Edit Resume ” and modify it with your details. Update the template fonts and colors have the best chance of landing your dream job. Find more resume samples .

Technical Support Engineer Resume Example

Andrew Kevin Technical Support Engineer

• Senior Technical Support Engineer specializing in Software and Hardware Troubleshooting.
• Experienced with Most of Operating Systems and Networks in troubleshooting and support. Well-versed in Database and programming languages.
• Strong background in Technical Operations and customer relations.
• Help desk and tech support:Hardware Assembly, Maintenance, Peripherals, Printers ,Drivers
• Networks Configuration: Servers, Routers, TCP/IP Sockets, LAN Technology , Fiber Optics Fundementals
• Operating Systemes: Windows servers, XP, 7, 8, 10, MAC OS
• Leadership and Operations: Customer Service-Oriented, Exceptional Verbal and written communication skills, software training and implementation, Efficient multi-tasker
• Application development, database sys and programming Languages: My SQL, Microsoft SQL, Oracle, Crystal ReportsC++/C#, XML, SQL, ASP.Net, HTML, CS

Front Desk Associate Diamond Core Hotels   Aug 2015 ­ Present

• Meet the new tenants among all Clients Locations to clarify and explain our software features
• Responsible for the UAT, Rollout and Go-live processes for the Sales Tracking Software “eReceipt”on each tenant POS
• Manage, configure and Troubleshoot all Tenants POS devices H/w and S/w
• Create the tenant software execution code using XML Parser
• Gathering daily and monthly reports for All Retailers Technical Incidents
• Follow-up the daily task with the team members and ensure that all incidents engagements updated correctly

Technical Support Engineer Micro Chip Technologies   Mar 2008 ­ Aug 2015

• Provide technical support for Etisalat E2E Devices S/w and H/w
• Perform Surveillance, KPI Monitoring, Incident Management, and Change Management,
• Run and execute NOC activities and routines
• Send/receive/follow up with trouble reports sent to the delivery units/supplier/customer
• Generate reports and logs from server using (oracle database and Linux)
• Generate devices Mobicontrol report

Advanced Technical Support NewLine Telecom – Aug 1995 ­ Jul 2003

• Handle inbound and outbound technical calls and provide the technical support needed for the TE VIP customers
• Handling all domain and email troubleshooting and support
• Assisting customer with “Static IP” configuration and troubleshooting
• Handling all VDSL Clients support
• Handling TE-Wifi (Wifi-Venue) for public wireless customers

Masters in Computer Science University of the West Rosemead, CA – Oct 2018

Bachelor in Computer Science VNR Technologies – Oct 2018

• Reading Books
• Playing Tennis
• Exploring New Places

Career Expert Tips:

• Always make sure you choose the perfect resume format to suit your professional experience.
• Ensure that you know how to write a resume in a way that highlights your competencies.
• Check the expert curated popular good CV and resume examples

Technical Support Engineer Resume with Writing Guide

It has been proven that resumes can make or break your career—regardless of who you are and what position you are applying for. A resume is not a place for gimmicks or vague adjectives but rather, it is an opportunity to present yourself in the most attractive light possible. A resume is a chance to tell an employer what you have done and demonstrate your experience, skills, and abilities. Your resume is a short document that should be no longer than two pages—a quick read that can show you have the right skills for the position you are applying for.

Whether your ultimate goal is to get hired or simply to make it in the job market, use these tips to write a resume that will help land you your next job.

Technical Support Engineer Resume Writing Guide:

• Remember that your resume will not sell you on its own. Your resume has to be written in such a way that it speaks for itself. You can’t expect an employer to come across your resume and fall in love with you, but rather you have to make it clear why working for that particular employer would be beneficial to you.
• “Technical Support Engineer” and “Customer Support Specialist” are both equally attractive terms, however they mean slightly different things to the applicant. Use the terms you are most familiar with and that have meaning to you.
• This is a resume, not an essay. You don’t want to write a novel or try to make your resume stand out by being different or unique. Stick to the facts and include no fluff.
• Stay away from specific dates in your resume if possible—if it is important enough in the field, it will be important enough to the employer—avoid writing “underwent training” instead you can say “received training. In most cases, placing dates on a resume is undesirable.
• You can show off your achievements and skills by listing them in a table or chart. A visual resumes are more appealing to the eye and can be a great way to highlight your accomplishments and skills. This will not only show off your work but also give the employer an idea of what you have accomplished.
• Organizing your resume by relevance is key—you want to organize it in a way that will make the job search process easier for the employer. The best format to use for this is to make a table, list each office in which you have worked, and then follow by your achievements and skills related to their requirements.
• List actual contact information underneath where it says “Name”. You can also add the title of your position, such as “Senior Support Engineer,” and any credentials you may have. This is especially important if you are applying for an executive-level position and want to show your experience.
• You will want to include a summary paragraph at the end of your resume—this is not a resume but more so an overview of what you are trying to accomplish with this opportunity, including why that employer should consider you for that job.
• If there is a specific company you have in mind that you want to apply for a job with, make sure to include it in your resume. This will both give the employer a good understanding of your personality and show them that you are dedicated and serious about applying to their company.
• Do not write in sentence fragments—it’s best to use complete sentences and avoid incomplete thoughts or phrases. Your resume should flow from one sentence to the next without any awkward breaks in speech or thought.

Technical Support Engineer Responsibilities:

• Researches, tests, and upgrades features and functionality of a product;
• Identifies problems and suggests solutions to customers;
• Delivers technical support over the phone or in person to customers;
• Provides on-site technical support for a computer system or network:
• Upgrades software packages;
• Prepares systems for installation or training by performing preventive maintenance tasks and identifying potential problems; and/or,
• Creates documentation for systems in order to ensure proper installation and training of users.

Technical Support Engineer Duties:

• Analyzes the job requirements of a user and determines if the system can be upgraded for processing or can be installed with additional software;
• Prepares and installs software;
• Performs preventive maintenance checks on computers and networks to ensure proper operation;
• Monitors security updates, and seeks out vulnerabilities in computer systems to provide information for protection against cyber-attacks, viruses, spyware, and other types of malware;
• Translates written documentation into instructions for the user;
• Installs and maintains programs, utilities, and tools software within job requirements;
• Configures dial-up access by creating entries in configuration files, such as .INI or .CONF files;
• Restores computers to their original configuration by removing any installed programs or utilities;
• Tests computer functionality using programs that set up the operating system environment and measure performance using a variety of software testing tools;

Top 10 Technical Support Engineer Skills:

• Troubleshooting – The ability to solve problems involving machines and equipment.
• Analytical Thinking – The ability to apply critical thinking and logic to solve problems.
• Service Orientation – Actively looking for ways to help people; putting the customer first
• Reading Comprehension – Understanding written sentences and paragraphs in work related documents.
• Active Listening – Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Critical Thinking – Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Active Learning – Understanding the implications of new information for both current and future problem-solving and decision-making.
• Written Comprehension – The ability to read and understand information and ideas presented in writing.
• Complex Problem Solving – Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Causal Relationships – The ability to identify the cause-and-effect relationships among variables.
• Time Management – Managing one’s own time well enough to complete tasks in a timely manner
• Learning Strategies – Recognizing the value of learning on one’s own and using one’s learning styles and abilities to acquire new knowledge and/or improve performance.
• Critical Thinking – Applying logic, reasoning, and analysis to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Technical Support Engineer Resume Objective:

A resume objective is the reason you are applying for a specific position. It is usually the first paragraph of your resume and is where you should summarize your skills and experience in relation to the job that you are seeking. You can use your resume objectives to highlight your accomplishments and skills that are relevant to a particular position. For example, if you are applying for a Marketing Manager position, you might want to mention how much of an impact you have had on the success of your projects and how much time and effort was required from start to finish.

• Do not write your objective in first person (“I am a Technical Support Engineer”), but rather, write it in third person (“Technical Support Engineer applies for…”)
• Do not use the objective to repeat information that is already located on your resume.
• Do not use a general sentence as an objective; instead, be specific and state how you can benefit the company you are applying with.
• Think about the purpose of the objective. In other words, what does this statement accomplish?
• Do not overlook specific keywords that show your interest in a specific job or company. This will help you stand out from the crowd and get noticed more quickly.
• Be sure to outline what kind of personal qualities you possess that would make you a great fit for the position being sought. If possible, include this in your objective statement as well.

Key Takeaways:

• Keep it concise. The objective is the first paragraph of your resume and should be kept short and to the point.
• Verbs should be in the present tense, but don’t overdo it. Make sure only you can use a word that is not proper English, such as “mental”, “researches”, or “evaluates”.
• Avoid vague statements such as “I would like to broaden my skills.

Check Other Great Resumes:

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• 1 . Download one of our free resume templates.
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6 Technical Support Resume Examples - Here's What Works In 2024

Since the entire world is thriving in an it environment, there is a greater demand than ever for technical support. giving technical support includes managing, maintaining, and handling it systems as needed. our technical support resume guide can be useful if you are a tech-savvy job seeker in the field. filled with tips and downloadable templates, make yourself an impressive resume.

Many businesses are relocating online so they can effectively save time and resources. But to do that, they must always make sure that their IT systems are fault-free. That’s where the demand for technical support comes in!

Technical support offers to monitor computer systems without fail and immediately perform bug fixes when they arise. They are also responsible for troubleshooting problems, diagnosing solutions as well as configuring hardware and software. Apart from that, technical support often helps out individuals virtually in solving their specific problems too!

This profession requires an educational background and a vast knowledge of computer and IT systems. Being technical and analytical are must-have qualities that tech support must possess because it makes them effective in their jobs. 

If you’re looking to make your resume impressive to recruiters, our technical support resume guide can help you determine how to do so! A good resume requires concise and relevant [information that employers are actively seeking from applicants. Let’s take a look into what makes for successful technical support resumes!

Technical Support Resume Templates

Jump to a template:

• Software Support Technician
• Software Product Support Analyst
• Technical Support Specialist
• Technical Support Engineer
• Application Support Engineer

Jump to a resource:

• Keywords for Technical Support Resumes

Technical Support Resume Tips

• Action Verbs to Use
• Related Engineering Resumes

Get advice on each section of your resume:

Template 1 of 6: Software Support Technician Resume Example

Have you ever used the tech support chat to solve a random problem on any software like Microsoft? The person helping you out with a solution is a software support technician. A software support technician is in charge of fixing software application problems, identifying system errors, and documenting solutions. They improve the customer experience within SaaS companies! To efficiently produce support tickets and resolve customers' difficulties, a software support technician needs to be very organized, have great communication, and have computer tool and application navigational abilities. Academically, you will need to have a bachelor's degree in computer science or IT support as well as some prior experience working as a support technician. This is how you make an interesting software support technician resume:

We're just getting the template ready for you, just a second left.

Tips to help you write your Software Support Technician resume in 2024

   display your academic success in computer and information technology..

Employers need candidates with experience in computer science and knowledge of the subject. To grab their attention, be sure to highlight your degrees, certifications, and any merit-based honors in the field.

   Highlight important problem-solving achievements in your career.

Before users became aware of the software server's outage, did you diagnose any issues? Have customers praised your customer service abilities in reviews? In a prior position, did you create simple FAQs? Your resume should include these. It helps potential employers identify you as a practical and technical solution to their tech problems.

Skills you can include on your Software Support Technician resume

Template 2 of 6: software product support analyst resume example.

One step above the corporate ladder is the software product support analyst. As a software product support analyst, you’re often required to communicate directly with consumers facing issues. You are expected to assist and advise solutions to software problems such as malfunctions and bugs. Most job postings require a bachelor's degree in IT or computer science. Having a few years of experience in the field is always considered a bonus as it shows you are an analytical and experienced employee, who can provide valuable service. Let’s view an example of a good software product support analyst's resume:

Tips to help you write your Software Product Support Analyst resume in 2024

   show your knowledge of remote desktop support systems like teamviewer..

As a software product support analyst, you must work well in a team. Therefore, employers are more likely to want you on board if you mention that you are familiar with and flexible with working in teams by mentioning your expertise in remote-working platforms like TeamViewer or Zoho Assist.

   Mention your familiarity with networking systems and protocol.

A technical support professional is helpful to businesses if they know several operating systems. Include your operating system qualifications, but don't be afraid to mention that you also hold other technical credentials like CCNA, CNCT, CCENT, or CCNP.

Skills you can include on your Software Product Support Analyst resume

Template 3 of 6: technical support specialist resume example.

Let's chat about crafting resumes for a Technical Support Specialist role. This position is all about trouble-shooting, problem-solving, and, most importantly, communication. With remote work becoming the norm due to recent trends, these roles have expanded beyond local offices into global teams. When writing your resume, it's important to convey not just your technical efficiencies, but also your ability to explain complex issues in a clear and understandable manner. Remember, a tech support specialist is the bridge between sophisticated tech systems and their less tech-savvy users. Your future employer needs to know that you have a good grasp of both the technology you'll be supporting and the communication skills necessary to interact effectively with clients. No matter how complex the issue, the users will expect a simple and practical solution. Your resume should reflect your ability to excel in such scenarios and should highlight your understanding of the latest industry trends.

Tips to help you write your Technical Support Specialist resume in 2024

   highlight your problem-solving skills.

Highlight instances in your past roles where you went above and beyond to resolve a complex technical issue. Rather than focusing solely on the technical aspect, emphasize how you communicated the solution to non-technical team members or clients. Tech support isn't just about fixing things; it's about helping people understand what went wrong and how it was fixed.

   Demonstrate your expertise with remote support tools

With more teams working remotely, ability to use online technical support tools has become a must. Mention specific remote support tools you are familiar with, like Zendesk or TeamViewer. This shows you're prepared for the new reality of remote technical support.

Skills you can include on your Technical Support Specialist resume

Template 4 of 6: technical support specialist resume example.

Technical support specialists overlook problems that are beyond technical support representatives. They have greater knowledge of computer software and hardware. These specialists are focused on attending to technical requests to ensure productivity. Your job will require you to show excellent problem-solving and troubleshooting skills. Having great communication and the ability to explain things in layman’s terms will be useful because tech support specialists are relayers of information in a chain of teams. Here’s what a successful technical support specialist resume looks like:

   Quantify your achievements in numerical figures.

Quantifying your success is the finest strategy to draw in a new company. You can say how many support tickets you successfully resolved or how many bug-fixing reports you sent. You can also state how many individuals you were able to carry in a team if you have experience leading teams. Your resume will stand out with these numbers!

   Include relevant customer support experience from previous jobs.

One crucial skill that recruiters look for is the ability to communicate information to customers. If you list employment experience connected to customer support on your resume, it will speak for you. Working in retail or a call center are two examples of this!

Template 5 of 6: Technical Support Engineer Resume Example

Researching and resolving customer issues regarding computer systems and software comes in the job description of a technical support engineer. They have additional tasks such as designing software, developing maintenance plans, and configuring systems to ultimate optimizations as well! Due to the intensely technical nature of this job, you need to have a bachelor's degree in Engineering along with work experience as a tech support engineer. Your knowledge of API and web services counts as a plus point because it makes you helpful to the corporate. Here’s a template of a technical support engineer resume:

Tips to help you write your Technical Support Engineer resume in 2024

   mention personal projects that showcase your range of skills..

Recruiters want to know if you can handle an array of systems and software (pun intended). Your resume should be rich in showcasing personal projects that use multiple programming languages and technology like NoSQL, Support Tickers, Project management, and Servers.

   Include career highlights that show an attentive and team-working attitude.

Being tech-savvy is not the only thing that you need to work effectively as a technical support engineer. The work experience portion of your resume should include instances where you can mention your teamwork attitude. Use words such as “led”, “resolved”, “overcame” and “created” to highlight these instances.

Skills you can include on your Technical Support Engineer resume

Template 6 of 6: application support engineer resume example.

When businesses want to streamline their operations, they seek an application support engineer. These engineers are responsible to overlook the installation and maintenance of software applications important to the business, assisting wherever necessary. Being an application support engineer means being an expert on software stacks and timely debugging and maintaining software. They need to be communicative and responsible with time, along with having a bachelor’s degree in computer science or information technology. If this job sounds like the one you’re seeking, we have a great resume template for you to take inspiration from!

Tips to help you write your Application Support Engineer resume in 2024

   demonstrate technical programming skills through projects..

Your projects that are built upon various programming languages and frameworks can make a difference to your resume. Some of the most important languages that employers often look for are Java, C++, Javascript, .Net languages as well as HTML. Some framework examples can include Emmet, jQuery, Bootstrap as well as Sass.

   Show your abilities in using common software tools.

Experience with data management, online platform development, and proprietary business software can help your resume stand out. It demonstrates your capacity for successfully managing the technical components of your profession and establishes your skills before you even get the job! Some of these software includes Apache Hadoop and Ajax.

Skills you can include on your Application Support Engineer resume

As a hiring manager who has recruited technical support professionals at companies like Google, Microsoft, and Apple, I know what it takes to create a standout resume in this field. The following tips will help you showcase your skills and experience in a way that catches the attention of potential employers and sets you apart from other candidates.

   Highlight your technical expertise

Employers want to see that you have the technical skills needed to excel in a technical support role. Be sure to highlight your expertise in the following areas:

• Operating systems like Windows, Mac OS, and Linux
• Hardware components such as servers, routers, and switches
• Networking protocols and troubleshooting techniques
• Remote desktop and screen sharing tools

Avoid simply listing these skills without context. Instead, provide specific examples of how you've used them to solve problems and support end-users. For example:

Resolved complex network connectivity issues by analyzing packet captures using Wireshark and implementing firewall rule changes to restore service for over 500 users.

   Quantify your impact with metrics

Numbers speak louder than words when it comes to demonstrating your value as a technical support professional. Use metrics to quantify the impact of your work, such as:

• Number of tickets resolved per day/week/month
• Average resolution time for support requests
• Customer satisfaction scores or ratings
• Percentage reduction in escalations or repeat issues

Avoid vague statements that lack context, like:

• Handled a high volume of support tickets
• Provided excellent customer service

Instead, be specific and use numbers to back up your claims:

• Consistently resolved an average of 50+ support tickets per week while maintaining a 98% customer satisfaction rating
• Reduced average ticket resolution time by 30% through process improvements and automation

   Showcase your problem-solving skills

Technical support is all about troubleshooting and problem-solving. Employers want to see examples of how you've used your analytical skills to diagnose and resolve complex issues. When describing your experience, focus on:

• The specific problem or challenge you faced
• The steps you took to investigate and identify the root cause
• The solution you implemented to resolve the issue
• The impact of your resolution (e.g. number of users affected, system downtime avoided)

For example:

Investigated and resolved a critical application performance issue affecting over 10,000 users worldwide. Collaborated with development teams to identify a memory leak in the code and implemented a patch, restoring normal operation within 2 hours and preventing an estimated $50,000 in lost productivity.

   Highlight your communication skills

As a technical support professional, you'll often need to explain complex technical concepts to non-technical users. Employers want to see that you have strong communication skills and can adapt your language to your audience. In your resume, include examples of how you've:

• Clearly explained technical solutions to end-users
• Created user guides, knowledge base articles, or other documentation
• Collaborated with cross-functional teams to resolve issues
• Presented technical information to stakeholders or leadership

Created a series of user guides and video tutorials on common IT issues, reducing helpdesk ticket volume by 25% and empowering users to resolve basic problems on their own.

   Include relevant certifications and training

In the technical support field, certifications demonstrate your knowledge and commitment to staying current with industry best practices. Be sure to include any relevant certifications you hold, such as:

• CompTIA A+, Network+, or Security+
• Microsoft Certified Solutions Expert (MCSE)
• Cisco Certified Network Associate (CCNA)
• ITIL Foundation

In addition to certifications, highlight any relevant training or professional development you've completed. This could include vendor-specific courses, online learning platforms like Coursera or Pluralsight, or in-person workshops and conferences.

Remember, the key is to focus on certifications and training that are directly relevant to the technical support role you're seeking. Avoid listing certifications that are outdated or not applicable to the position.

   Tailor your resume to the job description

One of the biggest mistakes job seekers make is using the same generic resume for every application. To stand out, you need to tailor your resume to the specific job description and company. Here's how:

• Read the job description carefully and identify the key skills, experience, and qualifications required
• Highlight the parts of your background that match these requirements, using similar language and keywords
• Include specific examples and metrics that demonstrate your fit for the role
• Research the company and industry, and incorporate any relevant insights or terminology

For example, if the job description emphasizes experience with cloud computing platforms like AWS or Azure, be sure to highlight any relevant projects or certifications you have in this area. If the company is known for its commitment to customer service, include examples of how you've gone above and beyond to support end-users.

By tailoring your resume to the specific job and company, you'll show employers that you've done your research and are a strong fit for the role.

Writing Your Technical Support Resume: Section By Section

  header, 1. put your name front and center.

Your name should be the largest text on your resume, typically 14-16pt font. It's best to use the name you use in professional contexts, which is likely the same one on your LinkedIn profile.

Make sure your name is on its own line and stands out from the rest of your contact details:

• John Q. Smith
• 123-456-7890 | [email protected] | linkedin.com/in/johnqsmith

Avoid these common mistakes:

• JOHN QUINCY SMITH (all caps looks unprofessional)
• John Smith, Technical Support Specialist (no job titles)
• John Smith, 123 Main St, New York, NY 10001, 123-456-7890, [email protected] (full address is unnecessary)

2. Include essential contact details

In addition to your name, your header should contain:

• Phone number
• Professional email address
• LinkedIn profile URL
• City and state (optional)

Technical support roles often require troubleshooting via phone, so listing your number is important. Use a professional email with a simple format like [email protected] . Avoid outdated domains like AOL or Hotmail that might age you.

Bad example:

• [email protected]

Good example:

If you have a strong LinkedIn profile, include the URL. Recruiters often cross-reference it with your resume. Just use the unique part after linkedin.com/, not the full link.

Tip: Ensure your LinkedIn is as compelling as your resume. Use our free LinkedIn Review tool to optimize your profile and showcase your technical support expertise.

3. Keep it clean and simple

Stick to a clean, easy-to-read design for your header. Use a common font like Arial or Calibri. Bold your name and consider using light dividing lines to separate it from your other details.

John Smith ———————— [email protected] | 212-555-1234 | New York, NY | linkedin.com/in/jsmith

Avoid graphics, photos, logos or other embellishments in your header. Applicant tracking systems can have trouble parsing those elements. Busy hiring managers also prefer simple, straightforward headers.

Remember, the goal is to make it easy for recruiters to know who you are and how to contact you. An uncluttered header with key details does the job best.

  Summary

A resume summary for technical support roles is optional. It can be beneficial if you're making a career change and your past experience doesn't directly align with technical support, or if you're an experienced professional with many years in the field. A summary allows you to provide additional context and highlight key skills that may not be immediately apparent from your work history alone.

However, avoid using an objective statement, as they are outdated and focus on your own goals rather than how you can contribute to the company. Instead, use your summary to showcase your most relevant qualifications and the value you bring to a technical support position.

To learn how to write an effective resume summary for your Technical Support resume, or figure out if you need one, please read Technical Support Resume Summary Examples , or Technical Support Resume Objective Examples .

1. Tailor your summary to the specific role

When crafting your technical support resume summary, it's crucial to align it with the specific job requirements. Many candidates make the mistake of using a generic, one-size-fits-all summary:

Experienced IT professional seeking a challenging technical support position to utilize my skills and grow my career.

Instead, highlight your most relevant technical support qualifications and the value you offer:

Technical Support Specialist with 5+ years of experience troubleshooting and resolving complex hardware, software, and network issues. Skilled at communicating with non-technical users and providing exceptional customer service. Seeking to leverage my expertise to improve customer satisfaction and retention for [Company Name].

2. Quantify your achievements

When possible, use numbers and metrics to quantify your accomplishments in your summary. This helps provide concrete evidence of your abilities and makes your summary more impactful. Compare the following examples:

• Experienced in resolving technical issues and providing customer support

Instead, quantify your experience like this:

• Resolved an average of 50+ technical support tickets per week while maintaining a 95% customer satisfaction rating

By incorporating numbers, you give hiring managers a tangible sense of your capabilities and the level of impact you can bring to their technical support team.

3. Showcase your technical and soft skills

A standout technical support resume summary should highlight both your technical expertise and your soft skills. Technical skills demonstrate your ability to troubleshoot and resolve issues, while soft skills show you can effectively communicate with and support customers.

Include specific technical skills, tools, and methodologies you're proficient in:

• Proficient in Windows, macOS, iOS, and Android troubleshooting
• Experienced with remote desktop tools, ticketing systems, and knowledge bases

Complement these with relevant soft skills:

• Excellent active listening and problem-solving abilities
• Strong written and verbal communication skills

By showcasing both skill sets in your summary, you demonstrate that you have the well-rounded expertise needed to excel in a technical support role.

  Experience

Your work experience section is the heart of your resume and should effectively demonstrate your ability to excel in a technical support role. Highlight your most relevant and impressive accomplishments, and show the impact you've made in previous positions.

1. Focus on customer service and problem-solving skills

Emphasize your customer service expertise and problem-solving abilities, as these are crucial for success in technical support roles. Showcase specific examples of how you've assisted customers and resolved complex issues.

• Resolved an average of 50+ customer inquiries daily, maintaining a 95% customer satisfaction rating
• Troubleshot and resolved complex software issues, reducing average ticket resolution time by 25%

Avoid generic statements that don't highlight your specific contributions:

• Responsible for answering customer questions
• Helped customers with technical problems

2. Highlight technical expertise and tools

Demonstrate your proficiency with relevant technical tools, systems, and methodologies used in your previous roles. This showcases your ability to adapt to new technologies and work efficiently.

• Expertly navigated Zendesk CRM to manage and prioritize customer tickets
• Utilized advanced troubleshooting techniques to diagnose and resolve network connectivity issues

Compare this to a resume that lacks specific tools and technologies:

• Used a ticketing system to manage customer inquiries
• Helped customers with network problems

3. Quantify your achievements with metrics

Whenever possible, use metrics to quantify your achievements and demonstrate the impact of your work. This helps hiring managers understand the scale and scope of your contributions.

• Implemented a new troubleshooting guide, reducing average call handle time by 90 seconds
• Maintained a first-call resolution rate of 85%, surpassing team targets by 15%

Improved efficiency by creating a troubleshooting guide and consistently met first-call resolution targets

While this example mentions positive achievements, it lacks the specific metrics that make the accomplishments more tangible and impressive.

4. Showcase promotions and career growth

If you've been promoted or taken on additional responsibilities in your previous technical support roles, make sure to highlight this in your work experience section. This demonstrates your ability to grow and succeed within an organization.

• Promoted to Senior Technical Support Representative after consistently exceeding performance targets
• Trained and mentored a team of 5 junior support representatives, contributing to a 20% increase in overall team efficiency

Avoid downplaying your career progression with vague statements:

• Worked as a Technical Support Representative and then got promoted
• Helped train new team members

  Education

The education section of your technical support resume should be concise and highlight your most relevant qualifications. It's important to tailor this section to the specific job you're applying for, emphasizing the skills and knowledge that are most valuable in the technical support field.

1. List your highest degree first

Start with your most recent or highest level of education, such as a bachelor's or associate's degree in a relevant field like computer science, information technology, or engineering. If you have multiple degrees, list them in reverse chronological order.

Bachelor of Science in Computer Science University of California, Los Angeles Graduated: May 2020

2. Include relevant coursework and projects

If you're a recent graduate or have limited work experience, highlighting relevant coursework and projects can demonstrate your skills and knowledge to potential employers. Focus on courses and projects that showcase your technical abilities, problem-solving skills, and customer service experience.

• Relevant Coursework: Network Administration, Database Management, Software Troubleshooting
• Senior Project: Developed a user-friendly troubleshooting guide for common software issues, reducing support ticket response time by 20%

3. Showcase technical certifications

In the technical support field, certifications can be just as valuable as traditional degrees. If you have earned any relevant certifications, such as CompTIA A+, Network+, or ITIL, include them in your education section or create a separate 'Certifications' section.

CompTIA A+ Certification Earned: September 2021

For senior-level technical support professionals, it's important to keep the education section concise and focus on your most impressive qualifications. Avoid listing outdated or irrelevant certifications, as they may distract from your more recent achievements.

4. Tailor your education section to the job

When applying for technical support positions, it's essential to customize your education section to highlight the skills and knowledge that are most relevant to the specific job. Review the job description carefully and emphasize the qualifications that match the employer's requirements.

For example, if the job description mentions a preference for candidates with experience in a specific operating system or software, make sure to highlight any related coursework or certifications you have.

• Bachelor of Arts in English Literature
• Relevant Coursework: Creative Writing, British Literature, Poetry Analysis
• Bachelor of Science in Information Technology
• Relevant Coursework: Operating Systems, Network Security, Technical Writing

Action Verbs For Technical Support Resumes

Actions speak louder than words. But for a technical support resume, action words speak the loudest to recruiters. Your profile should show words like … and … to display your ability to work best as technical support personnel. It is the profession where your past performance plays a great role so make sure to add these action verbs to your resume wherever possible:

• Troubleshoot
• Implemented

For more related action verbs, visit IT Action Verbs .

For a full list of effective resume action verbs, visit Resume Action Verbs .

Action Verbs for Technical Support Resumes

Skills for technical support resumes.

What goes into creating solid technical support? It certainly helps to have a solid grasp of programming languages and networks. But it's not just scientific and technology-based; it also involves sharing ideas and working in teams to find solutions to a wide range of issues. Effective time and project management is another skill that technical support must possess.

Having certifications in technical engineering, university degrees along with relevant hard skills should be included in your resume. They help recruiters identify a successful applicant who is experienced in the field and has solutions to all problems. Here is a list of all skills that you should include in your resume as long as you possess them:

• Technical Support
• Troubleshooting
• Active Directory
• Windows Server
• Operating Systems
• Software Installation
• System Administration
• Computer Hardware
• Network Administration
• Microsoft Access
• Engineering
• Telecommunications
• Virtual Private Network (VPN)
• IT Service Management
• Project Management
• Domain Name System (DNS)
• Dynamic Host Configuration Protocol (DHCP)
• Internet Protocol Suite (TCP/IP)
• Customer Service

How To Write Your Skills Section On a Technical Support Resumes

You can include the above skills in a dedicated Skills section on your resume, or weave them in your experience. Here's how you might create your dedicated skills section:

Skills Word Cloud For Technical Support Resumes

This word cloud highlights the important keywords that appear on Technical Support job descriptions and resumes. The bigger the word, the more frequently it appears on job postings, and the more 'important' it is.

How to use these skills?

Other engineering resumes, cloud engineer.

Desktop Support

IT Specialist

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IT Engineer Resume Examples

Are you an IT engineer looking to create a stellar resume to showcase your skills and experience? A compelling resume is essential to land the job you want and make a great first impression with potential employers. To help you write the perfect IT engineer resume, this guide will provide you with some advice on how to craft your resume, as well as some resume examples to guide you. Writing an eye-catching resume requires you to be clear and concise, emphasizing your key skills, experience, and accomplishments. With the right approach, you can turn your IT engineer resume into an effective marketing tool.

If you didn’t find what you were looking for, be sure to check out our complete library of resume examples .

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IT Engineer

123 Main Street | Anytown, USA 99999 | Phone: (123) 456-7890 | Email: [email protected]

An experienced IT Engineer with 6+ years of professional experience in software development, system administration, and IT support. Experienced in developing applications and software solutions, managing and maintaining network infrastructure, and resolving complex technical issues. Possesses strong technical and communication skills, and a commitment to customer service satisfaction.

Core Skills :

• Software Development: C#, Python, JavaScript, HTML, CSS, Java
• System Administration: Network Configuration, Maintenance, Troubleshooting
• IT Support: Hardware/Software Support, Troubleshooting, Network Security
• Database Management: MySQL, Oracle, SQL Server
• Technical Writing: Documentation, Reports, User Guides

Professional Experience :

• Configured, managed, and maintained network infrastructure for multiple sites
• Troubleshot and resolved technical issues on- site and remotely
• Monitored network performance and identified potential issues
• Implemented security measures to ensure data protection and privacy
• Developed applications and software solutions using C#, Python, and Java
• Coordinated with stakeholders to identify requirements and develop solutions
• Tested and debugged applications to ensure quality
• Created and maintained technical documentation

Education :

• B.A. in Computer Science, University of Technology, 2012- 2014

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IT Engineer Resume with No Experience

• Recent graduate from an accredited university with a degree in Information Technology and a passion for problem solving.
• Ability to quickly adapt to unfamiliar and ever- evolving technologies.
• Strong knowledge of computer system fundamentals and coding languages.
• Experience with system development, testing and implementation.
• Proficiency in C#, Java, JavaScript, Python, HTML, and CSS.
• Networking and network security.
• Strong time management and organizational skills.
• Excellent written and verbal communication.

Responsibilities

• Analyzing business needs and designing, developing and implementing IT solutions.
• Conducting system tests, debugging and troubleshooting.
• Managing user accounts, security and data integrity.
• Monitoring and maintaining system performance.
• Providing technical assistance and training.
• Developing and documenting processes and procedures.

Experience 0 Years

Level Junior

Education Bachelor’s

IT Engineer Resume with 2 Years of Experience

Highly motivated IT Engineer with 2+ years of experience in system administration and technical support. Experienced with implementing emerging technologies and understanding the customer’s requirements. Working knowledge of network, hardware, software, and other IT applications. Dedicated to delivering high- quality IT services with a commitment to customer service.

• Network administration
• System administration
• Hardware/software troubleshooting
• System installations/upgrades
• ITIL/ITSM procedures
• Problem solving
• Technical writing
• Computer programming
• Software development

Responsibilities :

• Installed, configured, and maintained hardware and software components on computers and networks.
• Analyzed and resolved technical issues on systems and implemented solutions to ensure optimum system performance.
• Monitored systems health and performance to ensure secure operations.
• Deployed and tested new hardware, software and applications.
• Developed and documented system maintenance procedures and user manuals.
• Maintained accurate records of IT assets and inventory.
• Troubleshot network- related issues to determine root cause and resolve promptly.
• Provided technical support and training to users.
• Implemented IT security procedures to ensure secure operations.

Experience 2+ Years

IT Engineer Resume with 5 Years of Experience

An experienced IT Engineer with 5 years of experience in developing, designing, and troubleshooting computer systems and networks. Possessing strong technical and analytical problem- solving skills with the ability to read and understand complex technical manuals, as well as troubleshoot and repair hardware and software. Exceptional interpersonal and communication skills with the capacity to build relationships with customers and coworkers.

• Network Design
• Network Security
• Troubleshooting
• Hardware Maintenance
• Software Development
• Technical Documentation
• Data Analysis
• Customer Service
• Design, install, and maintain wide area networks, local area networks, and other systems.
• Develop, implement and maintain network security measures.
• Troubleshoot and diagnose network problems.
• Perform hardware and software maintenance and repairs.
• Develop software applications for specific needs.
• Create technical documentation for systems, networks and software.
• Perform data analysis to identify trends, problems, and solutions.
• Provide customer service, support and education.

Experience 5+ Years

Level Senior

IT Engineer Resume with 7 Years of Experience

A highly motivated, experienced IT Engineer with 7 years of experience in managing, designing, configuring, and maintaining various types of software and hardware systems. I specialize in designing, installing, and maintaining networks, servers, and computers to ensure the smooth functioning of computer systems. I have expertise in the development and implementation of network security, troubleshooting and diagnosing network issues, and responding to user requests. I have a proven track record of successful implementations of various software and hardware solutions, as well as in- depth knowledge of security protocols, computer networks, and system administration.

• Network Design, Installation and Maintenance
• Troubleshooting and Diagnosis
• System Administration
• Software and Hardware Solutions
• Documentation and User Support
• Designing, configuring, and maintaining networks, servers, and computers
• Implementing network security protocols
• Troubleshooting and diagnosing network issues
• Providing technical support to users
• Installing, configuring, and updating software and hardware solutions
• Developing and documenting system procedures and user manuals
• Monitoring system performance and optimizing system and network resources
• Ensuring secure data backup and recovery
• Keeping up- to- date with new technologies and industry trends

Experience 7+ Years

IT Engineer Resume with 10 Years of Experience

Experienced IT Engineer with 10 years of expertise in systems analysis, design, programming, and administration. Proven ability to develop and maintain software systems, manage networks, and provide solutions to technical issues. Possess excellent problem- solving skills, with knowledge of software development principles and concepts, along with proficiency in multiple programming languages. Excels in developing innovative solutions and streamlining processes.

• Systems Analysis
• Software Design and Development
• Software Testing
• Software Debugging
• Network Management
• Problem Solving
• Programming Languages
• Software System Maintenance
• Data Analysis and Interpretation
• Develop, modify, and maintain software systems, applications, and solutions
• Diagnose, troubleshoot, and resolve technical software and network issues
• Create and maintain software system documentation
• Assist in the development and testing of software programs
• Set- up, configure, and monitor systems, networks, and applications
• Develop and execute plans and schedules for software development
• Collaborate with stakeholders and development teams to ensure software meets user requirements
• Perform requirements gathering, analysis, and design
• Provide technical support and customer service to internal and external users

Experience 10+ Years

Level Senior Manager

Education Master’s

IT Engineer Resume with 15 Years of Experience

Highly experienced IT Engineer with over 15 years of experience in hardware and software installation, maintenance, and troubleshooting. Proven track record of success in designing and deploying IT systems, as well as providing quality customer service. Skilled in maintaining network infrastructure, developing and supporting IT solutions, and managing IT resources. Adept in identifying and resolving technical problems quickly and efficiently.

• Hardware and Software Installation
• Network Infrastructure Maintenance
• Technical Problem Identification and Resolution
• IT System Design and Deployment
• IT Solution Development and Support
• IT Resource Management
• Installed, maintained and troubleshooted hardware and software systems.
• Developed and supported IT solutions for clients.
• Identified and resolved technical problems quickly and efficiently.
• Designed and deployed IT systems for clients.
• Provided quality customer service.
• Maintained network infrastructure.
• Managed IT resources.
• Trained end- users on new technologies.

Experience 15+ Years

Level Director

In addition to this, be sure to check out our resume templates , resume formats ,  cover letter examples ,  job description , and  career advice  pages for more helpful tips and advice.

What should be included in a IT Engineer resume?

When writing a resume for an IT Engineer position, it is important to include specific details that demonstrate your technical skills and relevant experience. A well-written resume can help you stand out from the competition and show employers why you are the best candidate for the job. Here are some essential elements that should be included in an IT Engineer resume:

• Professional Summary: A brief overview of your experience and technical abilities. Be sure to highlight any relevant certifications, such as CompTIA A+ or Network+ certifications.
• Technical Skills: A comprehensive list of your technical abilities and competencies, such as software installation, hardware setup and troubleshooting, network architecture and administration, programming, etc.
• Work Experience: A detailed history of your IT engineering experience, including the roles and responsibilities you have held, the projects you have completed, and the results achieved.
• Education: A list of your educational qualifications, including any IT-related certifications or degrees.
• Projects: Any specific IT engineering projects you have worked on, such as software development, web design, or network management.
• Recommendations: Referrals or endorsements from previous employers, colleagues, or clients that can attest to your IT engineering skills and abilities.

By including these details in a well-written and organized resume, you can present yourself as a qualified and capable IT Engineer and stand out from the competition.

What is a good summary for a IT Engineer resume?

An IT Engineer resume summary should be concise but comprehensive. It should highlight the candidate’s technical skills and expertise as well as their ability to troubleshoot and resolve IT issues. Additionally, it should touch on any certifications they may have and any experience they have in team leadership or project management. The summary should be tailored to the specific position that the candidate is applying for and should include details of their education and relevant professional experience. The summary should reflect the candidate’s enthusiasm for the job and their commitment to staying current with technology trends.

What is a good objective for a IT Engineer resume?

When writing a resume for a IT Engineer role, it is important to create an effective and concise objective statement that helps to position you as a highly-skilled candidate. An effective objective should be tailored to the particular job for which you are applying and highlight your unique qualifications.

A good objective for a IT Engineer resume should include the following:

• Demonstrate your technical expertise in IT, software engineering, and/or information security
• Highlight your experience in developing, creating, and maintaining IT systems
• Showcase your ability to solve complex technical problems
• Show your experience with network infrastructure and system administration
• Show your knowledge of industry best practices and standards
• Demonstrate your ability to think strategically and analytically
• Show your ability to work well independently and collaboratively
• Demonstrate your commitment to staying up to date on new technologies and trends
• Highlight any relevant certifications or qualifications you have earned
• Showcase your excellent communication and problem-solving skills

By including these elements in your objective statement, you will be able to create a resume that stands out and clearly showcases your qualifications for the IT Engineer position.

How do you list IT Engineer skills on a resume?

When it comes to listing IT Engineer skills on your resume, it’s important to highlight your technical abilities as well as your soft skills that make you an exceptional candidate for the job.

Here are a few examples of IT Engineer skills that you can include on your resume:

• Network design and implementation: Experience designing, installing and maintaining local and wide-area networks.
• Security measures: Knowledge of the latest security measures and protocols, such as firewalls, encryption and user authentication.
• Troubleshooting: Ability to quickly identify and resolve complex technical issues related to networks, hardware, software and applications.
• Programming/scripting: Proficiency in one or more programming or scripting languages such as Java, Python or PowerShell.
• Cloud computing: Experience with cloud-based technologies, such as Amazon Web Services and Microsoft Azure.
• System administration: Ability to manage and maintain operating systems, such as Windows, Linux and macOS.
• Databases: Knowledge of query languages and relational databases, such as MySQL and SQL Server.
• Communication skills: Excellent oral and written communication skills to effectively interact with colleagues and customers.
• Problem-solving: Ability to think outside the box and identify creative solutions to complex technical problems.

As you can see, IT Engineers must possess a range of technical, problem-solving and customer service skills. Make sure to include these skills on your resume to make a strong impression on potential employers.

What skills should I put on my resume for IT Engineer?

When applying for a job as an IT engineer, your resume should include technical skills, soft skills, and areas of expertise. Showcase your unique qualifications, experience, and accomplishments, and create a resume that highlights your qualifications for the job.

Technical Skills

• Working knowledge with different software and hardware systems
• Familiarity with programming languages, such as C++, Java, and Python
• Experience with database management systems, such as Oracle and Microsoft SQL
• Ability to troubleshoot, repair, and maintain computer systems
• Knowledge of networking technologies, such as TCP/IP and routing protocols

Soft Skills

• Excellent communication, problem-solving, and analytical skills
• Ability to work collaboratively with stakeholders
• Highly organized and detail-oriented
• Ability to multitask and prioritize tasks
• Comfortable working in a fast-paced environment

Areas of Expertise

• Data security and encryption
• Cloud computing and virtualization
• Big data analytics and machine learning
• System optimization and performance tuning
• Networking and telecommunications

By demonstrating your technical, soft, and area of expertise, you can create a resume that stands out to employers. Highlighting your specific skills and knowledge can help you land an IT engineering job.

Key takeaways for an IT Engineer resume

Creating a standout resume as an IT Engineer is all about showcasing the skills and experience that make you the best candidate for the job. To do this, you need to be clear and concise in your writing and make sure that your resume is tailored to the job you’re applying for.

Here are some key takeaways on putting together an IT Engineer resume:

• Showcase your technical skills: As an IT Engineer, employers will be looking for strong technical skills in your resume. Focus on showcasing the technical skills you have such as programming languages, database management, or other relevant software or systems experience.
• Demonstrate your problem-solving abilities: Employers want to know that you can solve problems quickly and effectively. Be sure to include any examples of problem-solving in your work experience, or any project work you’ve done that demonstrates your ability to think on your feet.
• Demonstrate your project management skills: IT Engineers need to be able to manage projects successfully. Showcase any project management experience you have including any project management software you’ve used or any examples of successful project delivery.
• Highlight your certifications: For many IT roles, employers are looking for job candidates with certain certifications. Make sure to highlight any certifications you have that are relevant to the job you’re applying for.

By keeping these key takeaways in mind, you’ll be able to create a standout resume as an IT Engineer that showcases your skills and experience.

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