desktop support l2 resume

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How to write a desktop support resume?

One desktop support job receives over 1,000 job applications. Is your resume good enough to outshine them all?

If it isn't, it's time to focus on your resume to take that coveted job home.

Domain expertise won't fetch you your dream job if your IT desktop support resume skills fail to reflect on your resume.

Before we begin, take a look at the below-mentioned desktop support resume sample to observe what an ideal desktop support engineer resume should look like.

To get a shortlist today, your desktop technician resume needs to reflect the professionalism that you carry in your bones. Only then will you come close to getting shortlisted for the job of your dreams.

Here’s a summary of our IT Desktop Support Resume 2023 Blog:

• Write the resume summary only if you have more than 3 years of experience in the IT industry.
• Create two different sections for your key skills & technical skills.
• Add a project section to showcase your technical expertise in the IT industry.
• Use the correct resume format for maximum impact on the Desktop Support recruiter.
• Add certificates such as Cisco Certified Network Associate, Microsoft Certified Professional, etc. That's not all.

We have illustrated 10+ IT desktop support resume samples in this guide to help you visually comprehend the guidelines and DOs and DONTs that we have given in this blog.

This is aimed at helping you learn from practical examples, making this blog a fun learning experience for you.

By the end of this blog, you will be able to singlehandedly compose a shortlist-worthy desktop support technician resume and you will learn:

• What is a IT desktop support resume & why do you need it?
• What are the key sections of desktop support resume?
• How to effectively write the desktop support resume header?
• How to present your personal information in the desktop support resume?
• How to write the professional experience section in the desktop support resume?
• What a desktop engineer resume summary is written?
• How to identify and write the key skills in the desktop engineer resume?

. . . All so you can get the job that you want!

In the meanwhile, you can use Hiration's Online Resume Builder to write a masterpiece of a computer support technician resume, help desk analyst resume or the best IT resume for a hassle-free resume writing experience.

Our Online Resume Builder comes with a customized and pre-designed IT desktop support resume template that you can easily modify to suit your needs & preference and create the best IT resume.

All you have to do is put your details in this IT desktop support resume template. That's all!

Moving on, here's a list of what you will learn in this blog:

Desktop Support Salary

The average salary of a desktop support technician as quoted by various websites is mentioned below:

• Glassdoor : $48,185/year
• Payscale : $19.83/hour

Desktop Support Roles & Responsibilities

It is important to scan through the job description of your desktop support job, doing so will ensure that you are well aware of the required skill set and responsibilities that come with the job.

Following are a few roles & responsibilities that an IT desktop support professional need to fulfill:

• Perform the installation of devices such as PCs, telephone systems, wireless networks, printers, and scanners
• Provides advice and guidance to colleagues regarding incidents
• Ensure the maintenance of the installed devices and guide the team regarding incidents
• Resolving technical issues with respect to software applications or network systems
• Prepare reports for senior leadership and maintain client databases
• Documentation of technical issues and utilizing call logging system

What is a Desktop Support Resume & why do you need it?

A desktop support technician resume is a piece of document that carries important information about you such as your educational background, desktop support resume skills, and your professional trajectory.

Your resume talks about your last job profile and highlights the story of your professional life.

Simply putting down the above-listed information in your tech support resume is not enough. Information needs to be customized according to the needs of the ATS.

Since most companies today have started using the Applicant Tracking System (ATS) to shortlist candidates, you don't stand a winning chance at getting shortlisted if your desktop support technician resume is not ATS-compliant.

In other words, you need to write an ATS-compliant IT desktop support resume.

Read on to learn how an ATS-compliant resume is composed.

While you're at it, get your existing tech support resume professionally reviewed by Hiration’s AI-powered Resume Review Service to get a quick analysis of your resume within minutes!

Desktop Resume Sample

• Administered hardware & software support for 1000+ devices and a varied user base of 5000+ users
• Facilitated hardware support including support, maintenance, troubleshooting and repair of PCs & peripherals
• Provided detailed descriptions of issues in trouble ticket system & followed up to ensure swift resolutions
• Solved departmental technical emergencies to minimize data loss by 95% , meet deadlines & support user needs
• Partnered with Tier 2 & Tier 3 help desk peers based in US & China to resolve complex issues that needed escalation
• Designed PC images based on hardware and departmental security needs on a weekly basis
• Planned, procured, configured , and implemented upgrades on Dell & Lenovo workstations, laptops & servers
• Created & managed hardware inventory for laptops, desktops, servers & printers for 5+ office locations & 10+ job sites
• Received outstanding ratings on performance reviews each year for customer service & technical problem solving
• Supported 500+ user stations in a Windows 10 environment for 10+ clients on a monthly basis
• Resolved trouble tickets 50% faster than other desktop support technicians & replaced hardware for 500+ devices
• Identified a recurrent software issue & fixed malware problems that saved 20,000 hours of productivity time per year
• Top 5 percentile of the class
• CompTIA A+ Certification | Computing Technology Industry Association (CompTIA) | Jan '14 - Feb '14
• Languages: Spanish, English, French, and Portuguese

Desktop Support Resume Format

There are types of resume format:

• Reverse-chronological format
• Functional resume format
• Hybrid/Combination resume format

The desktop support resume format that you pick should be one that addresses your needs. It needs to be ATS-compliant and should be one that best projects your professional expertise and desktop support resume skills.

It should be ATS compatible and recruiter-friendly too.

From the above-listed resume formats, two of them satisfies this need. We have listed them below:

• Reverse-Chronological Format
• Hybrid/Combination Resume Format

The Reverse-Chronological Resume Format is a resume format that follows the reverse timeline order for structuring resumes.

The Hybrid/Combination Resume Format follows the reverse-timeline order and gives equal weight to your skills.

If you are a mid-level or senior-level professional with years of work experience to your name, you can use both the reverse-chronological and hybrid/combination resume format.

If you are an entry-level professional or someone who has switched jobs too many times in a year, the hybrid/combination resume format is the ideal resume format for you.

Since the reverse chronological resume format gives weight to the timeline of your work experience, it is not ideal for frequent job switchers as it exposes career gaps. Similarly, it is not ideal for entry-level professionals because you don't have much work experience to talk about in your desktop support technician resume.

IT Desktop Support Resume Sections

Organize your desktop support resume into the following sections:

• Personal Information
• Profile Title
• Summary/Objective
• Professional Experience
• Certifications (if any)
• Additional Information (if any)

To learn more about resume sections, read Hiration's 2023 Guide to sections in a resume .

Additionally, you can also use Hiration’s Online Resume Builder to stand a high chance of getting shortlisted for the job of your dreams.

It comes with a pre-designed desktop resume template that you can personalize to suit your specific qualifications and work history.

Read on and learn what each section should look like with 10+ technical support resume samples that we have mentioned in this guide.

How to write a Desktop Support Resume

Writing an impeccable tech support resume demands that you follow the stages we have mentioned below:

• Stage 1: Master Desktop Support Resume
• Stage 2: First Draft of Desktop Support Resume
• Stage 2: Final Draft of Desktop Support Resume

Master Desktop Support Resume

Composing your master desktop support resume is the first stage of resume-writing.

In this stage, you have to compile all your information and store it in one place. Doing this helps in information-accessibility which helps you in two ways:

Resume writing in the present : Since you have readily available information, all you have to do now is pick relevant information from your master resume and organize this information to suit the needs of your current target profile.

Resume update in the future : Information accessibility means that you won't have to rely on memory alone when the need to update your tech support resume arises in the future. This helps facilitate a swift resume update.

First Draft of Desktop Support Resume

As part of the second stage of resume writing, you need to compose the below-mentioned sections:

• Awards & Recognition (if any)

Final Draft of Desktop Support Resume

The third and final stage of writing your tech support resume demands that you compose the below-listed sections at the end:

A help desk technician resume objective/summary is to be written at the end. Since it's a closing statement or overview of your resume, it is best to compose it after concluding the rest of your tech support resume.

Right before you compose your desktop support resume objective/summary, compose the key skills section. Doing this after composing the other sections helps you effectively endorse your desktop support resume skills as it becomes that much easier to identify them.

Desktop Support Resume: Header

Your resume header is a crucial element of your technical support resume.

It's the first thing that a recruiter should see when evaluating your resume and it should communicate who the resume belongs to in one glance.

This is why it is best practice to write your real full name as your resume header.

Here's what you can do to perfect it:

• Write it at the extreme top of your technical support resume.
• Increase its visibility by using the largest font size of 16-20 points .
• If you have a middle name, write your first name, followed by the first initial of your middle name in capital letters, followed by your last name.
• Example: Maria Henry Deville should be written as "Maria H. Deville" in your tech support resume.

To get a better understanding of resume headers, read Hiration’s 2023 Guide To Writing The Perfect Resume Header .

Here's a desktop support resume sample illustrating the ideal resume header for your resume.

This is a snapshot of a tech support resume that we have made with Hiration’s Online Resume Builder . You can use our builder to edit the template of desktop support resume samples or use it to create your own help desk support resume.

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Desktop Support Resume: Personal Information

The personal information section of your tech support resume should reflect important contact-centric information such as:

• Updated mobile number
• Professional email ID
• Current Location

LinkedIn URL

Updated mobile number.

If a recruiter likes your IT desktop support resume, shortlist you, he/she will use the mobile number you have provided to get in touch with you.

This is why you should be extremely careful and enter the digits correctly.

Here are some rules that you should follow to compose this section:

• Use your country’s ISD code as a prefix before your phone number
• Put a plus sign (+) before the ISD code
• Eg: +1 37648 21511

Professional E-mail Address

As the official mode of communication for professional exchange, a recruiter or hiring manager will use your email ID to get in touch.

The preliminary interaction almost always happens over email, so make sure that your tech support resume correctly illustrates your email ID.

Hiration Pro Tip : Avoid using flimsy nicknames while drafting your email address in your resume. Make sure that your email ID is professionally written.

Current Location of Residence

The location of your tech support resume refers to the current city and state of your residence.

Here are some things that you should know to compose this with perfection:

• Do not mention irrelevant location details such as your house number, street number, and your locality name in your tech support resume.
• Use the city/state code format for showcasing your location in your tech support resume.
• Eg: If you're from Los Angeles, California; this should be written as "Los Angeles, CA" in your resume.
• If you're applying for jobs abroad, use the city/country code format to illustrate your location. Eg: Los Angeles, US.

Adding a LinkedIn URL to your personal information section will act to your advantage since it gives you the space to showcase your achievements, projects, and networking skills along with a glimpse of your personality.

You can also add the link to your GitHub or Personal website in this section.

Desktop Support Resume Sample for Personal Information

For a better explanation of this section, read Hiration's 2023 Guide to composing your contact information .

To learn what an ideal personal information section should ideally look like, take a look at the IT support resume sample below:

This is a snapshot of a tech support resume that we have built using Hiration’s Online Resume Builder .

It comes with a pre-designed & pre-filled desktop support resume template that you can easily modify to suit your needs & preference.

Moreover, this pre-designed desktop support resume template has pre-arranged font size, spacing, design and you also have the option of changing your template as we have 25+ design templates that you can choose from.

Desktop Support Resume: Profile Title

Profile titles are important elements of tech support resumes. It communicates the following information to the recruiter.

• Your current designation.
• Your functional industry.
• Your seniority level.

Give your profile a professional touch by considering the following points:

• Write your profile title in the second-largest text size.
• This should ideally be in the font range of 14-16 points .

Here's an IT support resume sample showcasing the ideal profile title:

In the meanwhile, get your hands on our highly unique AI-powered Resume Review Service to get an in-depth and constructive analysis of your techsupport resume within minutes of uploading it on our tool.

Keep an eye out on the bottom-left corner of this page!

Desktop Support Resume: Professional Experience

The professional experience section of your help desk technician resume is one of the most important sections.

It consists of career-specific information such as where you have worked, how long you have worked, and in what capacity you worked, etc.

• Frame points
• Use the STAR format
• Use Grouping & Highlighting

Framing Points

There are two types of people when it comes to writing tech support resumes.

Type 1 : Paragraph users Type 2 : Point users

Here are two desktop support resume examples.

Your job here is to quickly evaluate it.

"As part of my job description as a desktop support manager at XYZ, I was responsible for handling trouble ticket system. I was part of the core team that single-handedly identified issues in this system to arrive at meaning resolutions of the same. At times I ended up collaborating with Tier 2 & 3 help desk peers who were based in China to resolve complex issues that needed escalation. Facilitating support, maintenance, troubleshooting, and repair of PCs and peripherals was also part of my core job as a support specialist. Other roles included catering to an active user base of over 10,000 users around the world. I helped them with both hardware & software support".

• Identified issues in trouble ticket system to ensure swift resolutions
• Minimized data loss by 98% by solving departmental technical emergencies
• Catered to a user base of 10,000+ users with hardware & software support
• Facilitated support, maintenance, troubleshooting and repair of PCs & peripherals
• Collaborated with Tier 2 & Tier 3 help desk peers to resolve complex issues that needed escalation

Framing Points: Analysis

An impactful technical support resume is one that is reader-friendly and highly comprehensible.

If the professional experience section is not readable, your technical support resume would have a very slim chance of getting evaluated.

This means that even though you might be highly proficient, your resume has a high chance of getting overlooked.

The likelihood of your resume getting overlooked is high when you use paragraphs.

On the contrary, when you use one-liner points as demonstrated in example 2, your desktop support technician resume becomes more readable and comprehensible.

It is properly spaced out and information is presented using crisp one-liner points which makes it easy to read & comprehend.

It also uses action verbs such as 'facilitated', 'catered', and 'communicated' which gives your desktop support technician resume a more assertive and professional tone.

STAR Format

Now that you know the importance of good readability and the role played by one-liner points in all this, the next step is to optimize each one-liner point.

This can be done using the STAR format.

STAR stands for the following:

• Situation : The situation/backdrop/context of your contributions.
• Task : The actual task that was assigned to you.
• Action : The strategy you used to execute the assigned task.
• Result : The result/outcome of your action in the form of an achievement figure.

The STAR format makes each one-liner point more relevant as it helps you showcase the extent of your professional capabilities with the help of performance figures.

Using numbers shows exactly how your contributions helped in the growth of the organization.

Thus, you should use the STAR format to structure each one-liner point.

Grouping & Highlighting

Now the next step is to organize each one-liner point in such a way that its visibility increases.

You can do this by using grouping & highlighting.

Here are two desktop support resume examples to demonstrate this:

• Assisted 50+ weekly customers with troubleshooting
• Facilitated hardware & software support to 500+ customers every month
• Designed 10+ PC images every week based on departmental security needs
• Received outstanding ratings on performance reviews for technical problem solving
• Configured & implemented upgrades on Dell & Lenovo workstations, laptops & servers
• Managed hardware inventory for laptops, desktops, servers & printers with 100% efficiency

Technical Support, Troubleshooting & User Assistance

Security Upgrades & Inventory Management

Key Achievements

Grouping & Highlighting: Analysis

The above desktop support examples show that while using points is a good way of endorsing your roles & responsibilities in your support specialist resume, it is not enough to enhance its effectiveness.

Example 1 uses points while example 2 uses grouping & highlighting.

Grouping is the practice of organizing similar one-liner points under unique subheadings. Doing this helps a recruiter identify your key roles & responsibilities in one go.

Highlighting is the practice of highlighting important words by marking them in bold. Doing this helps the recruiter identify your key achievements in each one-liner point in one go.

Grouping & Highlighting is a powerful tool in your hands because it helps enhance the visibility of your resume. Enhanced visibility further helps in enhancing the effectiveness of your resume.

Desktop Support Resume Sample for Professional Experience

Most technical support resumes fall short because they lack structure & organization: something you don't have to worry about when you use the STAR format to structure each one-liner point and optimize them using grouping & highlighting.

Here's a desktop support resume sample showcasing the ideal professional experience section:

To learn more about this section and what you can do to perfect it, read Hiration's Blog on how to compose the work experience in your resume .

Desktop Support Resume: Education

The education section of your resume should ideally communicate the following points:

• Name of the school/university you have attended.
• Name of the courses you have pursued.
• The location of your school/university.
• Enrolment and graduation dates in month & year format .

The education section is one of the most important must-have sections of your resume. Make sure that you incorporate it into your technical support resume.

Get a grip over this section and learn the intricacies of this section by reading Hiration's 2023 Guide on how to list education on your resume .

Here's a desktop support resume sample showcasing the ideal education section for your technical support resume:

Desktop Support Resume: Certifications

Now comes the additional sections of your desktop support technician resume.

While this section is not a pre-requisitive, don't make the mistake of leaving this information out if you have done relevant certifications.

Relevant certification can bolster your shortlist chances tremendously. So if you have them, make a separate 'certifications' section and list down the following information in it:

• Certification course name.
• Name of the institute of affiliation.
• Location of the institute of affiliation.
• Enrollment and completion date of the course in month & year format.

Arrange these points in the below format:

{Name of certification} | {Affiliating Institution} | {Location} | {Date} (month & year format)

For a more detailed explanation, read Hiration's 2023 Guide on listing certifications on a resume to get a better understanding of this section.

Here's a technical support resume sample demonstrating the ideal certifications section for your desktop support technician resume:

This is a snapshot of a desktop support technician resume that we have composed using Hiration's Online Resume Builder .

Use our Online Resume Builder to say goodbye to the hair-splitting task of individually adjusting the spacing, font size, and template.

Your only task is to fill your details in our professionally designed desktop support specialist resume template to make a shortlist-ready desktop support technician resume.

We have curated a list of certifications for your Desktop Support resume that might help you in staying up-to-date with the industry trends:

• Jetking Certified Hardware and Networking Engineer
• Cisco Certified Network Associate
• Microsoft Certified Professional
• Microsoft Certified Solutions Expert
• Information Technology Infrastructure Library

Desktop Support Resume: Additional Information

Now comes the additional information section. This is where you should put down any miscellaneous information that does not fit anywhere else.

For example, hobbies & languages are things that you can write in this section.

That being said, you should only use this section if you think it can positively impact your job application in any way.

If it fails to do this, there's no point in having this section in your IT support technician resume as it will unnecessarily take up space.

The technical support resume sample that we have attached below illustrates a perfectly-composed additional information section for your IT support technician resume.

Desktop Support Resume Key Sections

Desktop support resume: key skills.

It is in the key skills section that you get the opportunity to endorse your desktop support resume skills without coming across as a showoff.

This is why the 'key skills' section is important.

Here's what you can do to compose this section with perfection:

Compose it after concluding the professional experience section : The main points for this section comes from the professional experience section. Your job is to identify your top desktop support specialist resume skills and replicate them in this section.

Pick the desktop support resume keywords from your target job & incorporate them in this section : Your target desktop support job will have a list of desktop support resume keywords. These keywords are those skills that a hiring body looks for in the ideal candidate. Identify these keywords & replicate them in this section. Don't blatantly cut-copy-paste. Use only those keywords that you're skilled in.

For more details on this section, read Hiration's 2023 Guide on what skills to put on a resume .

Here's an IT support resume sample illustrating the perfect key skills section:

This is a snapshot of an IT support technician resume that we have built using Hiration's Online Resume Builder .

Use our Resume Builder to compose a key skills section as stunning as this.

It is imperative to create a different subsection titled "Technical Skills", it allows the recruiter to better understand your technical expertise.

Desktop Support Resume Summary

Think of your resume summary as a concluding statement of your IT support technician resume and make it worth their while.

Your job here is to communicate your skills & proficiency in such a way that it proves that you are the right fit for the given job.

Here’s a list of what you can do to write an effective resume summary:

• Write a resume summary only if you have a minimum work experience of 3 years. If you don't, write a desktop support resume objective.
• Write your summary at the end after concluding all other sections. This helps you identify your career highlights which helps you paint a vibrant summary.
• Keep your summary length limited to 3-5 lines and don't exceed this limit.

For a more detailed explanation of resume summaries, read Hiration's 2023 Resume Summary Guide .

Attached below is a technical support resume sample showcasing the ideal resume summary for your technical support engineer resume:

Desktop Support Resume Objective

You should write a desktop support resume objective if:

• You have no work experience.
• You have less than 3 years.

On deeper levels, a desktop support resume objective is the same as a resume summary. The goal of both is to get you shortlisted.

The only problem here is that you don't have much work experience to talk about.

So instead, focus on the skills that make you unique in this section. Instead of talking about what you're looking for in the organization you wish to work with, talk about the value you can deliver in your next organization.

Show how the desktop support resume skills can benefit the organization.

If you're able to do this, you're already on the path to success.

Read Hiration's 2023 Guide on Resume Objectives to learn how you can write an effective desktop support resume objective.

In the meanwhile, make resume-writing an effortless affair with Hiration's Online Resume Builder to write impeccable shortlist-worthy technical support resumes.

Resume Review Service

Get your resume reviewed with Hiration's unique AI-powered Resume Review Service.

With us, your technical support engineer resume will be evaluated in compliance with the below-mentioned parameters:

• Compliance with industry norms
• Content Relevance
• Recruiter Friendliness
• Design Compatibility
• Conversion Scope
• ATS Compliance
• Global Compatibility
• Performance Assessment
• Resume Formatting (font, margins, the order of sections, etc.)

And here's the best part:

You will get 2 resume templates for free!

Online Resume Builder for Desktop Support Resume

Resume writing does not have to be so hard.

Give yourself the much-needed help with Hiration's Online Resume Builder .

Here is a list of the resources that come with our Online Resume Builder:

• Option to save unlimited resumes
• 25+ resume designs
• Full rich-text editor
• Unlimited PDF downloads
• 100+ resume templates
• 1-click design change
• A sharable link
• Live resume editor

With 25+ design templates and 100+ profile-specific resume examples , our resume builder is built to give you the ultimate resume writing experience.

Key Takeaways

• Use the reverse-chronological order if you're a mid-level or senior-level professional and a hybrid/combination resume format if you're a frequent job switcher or an entry-level professional or if you have gaps in your resume.
• You should always write your real full name as the resume header of your technical support engineer resume.
• Your resume header should ideally be in the font size of 16-20 points and your profile title should be in the font size of 14-16 points .
• Do not mention unnecessary information in the personal information section of your resume. Brief documentation of your mobile number, email ID & location is more than enough.
• Use the city/state code format to illustrate your location for job applications in your country of residence and use the city/country code format to illustrate your location if you are looking for job opportunities in other countries.
• Don't use paragraphs to showcase your roles & responsibilities. Instead, use one-liner points and use the STAR format and grouping & highlighting to make these points more visible and impactful.
• Begin each one-liner point with a power verb.
• Only write a help desk technician resume objective if you have less than 3 years of work experience.

This brings us to the end of this blog.

Follow the guidelines we have outlined in this blog to write an impeccable computer support technician resume or help desk analyst resume.

The technical support resume samples that we have attached in this blog have done a fantastic job of illustrating what each section should look like. Go back and evaluate it to know what it should look like.

Go to Hiration resume builder and create a professional resume for yourself. Additionally, reach out to us at [email protected] and you can get 24/7 professional assistance with all your job & career-related queries.

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• Desktop Support Engineer Resume Example

Resume Examples

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

Common Responsibilities Listed on Desktop Support Engineer Resumes:

• Troubleshoot hardware and software issues on desktop computers
• Install and configure operating systems, applications, and software updates
• Maintain and repair computer hardware and peripherals
• Set up and configure new computers and peripherals
• Assist with network connectivity issues
• Provide technical support to end users
• Monitor and maintain system performance
• Create and maintain user accounts and profiles
• Assist with data backup and recovery
• Ensure compliance with security policies
• Provide training and guidance to end users

Speed up your resume creation process with the AI-Powered Resume Builder . Generate tailored achievements in seconds for every role you apply to.

Desktop Support Engineer Resume Example:

• Implemented a proactive monitoring system for desktop computers, reducing downtime by 25% and improving overall system performance.
• Developed and delivered training sessions to end users on best practices for software usage, resulting in a 20% decrease in support tickets related to user errors.
• Collaborated with the IT security team to implement and enforce security policies, ensuring compliance with industry regulations and reducing the risk of data breaches.
• Managed the deployment of a new ticketing system, resulting in a 30% increase in ticket resolution efficiency and improved customer satisfaction ratings.
• Developed and implemented a standardized process for computer setup and configuration, reducing setup time by 20% and improving consistency across the organization.
• Provided technical expertise and guidance during the company's migration to a new operating system, ensuring a smooth transition and minimizing user disruptions.
• Implemented a data backup and recovery solution, reducing data loss incidents by 40% and improving data availability for end users.
• Collaborated with the network team to troubleshoot and resolve network connectivity issues, resulting in a 15% decrease in network downtime.
• Developed and maintained documentation for hardware and software configurations, improving knowledge sharing and enabling faster troubleshooting.
• Proactive system monitoring
• Training development and delivery
• IT security policy implementation
• Compliance with industry regulations
• Ticketing system management
• Computer setup and configuration standardization
• Technical expertise in operating system migration
• Data backup and recovery solutions
• Network troubleshooting and resolution
• Hardware and software configuration documentation
• Knowledge sharing and troubleshooting
• Customer service skills
• Project management
• Problem-solving skills
• Technical writing
• Understanding of data privacy standards
• Proficiency in desktop management and remote control technologies
• Familiarity with IT service management frameworks
• Ability to work in a team environment
• Strong communication skills.

Top Skills & Keywords for Desktop Support Engineer Resumes:

Hard skills.

• Troubleshooting and Problem Solving
• Hardware and Software Installation
• Operating System (OS) Configuration and Support
• Network Configuration and Support
• Active Directory Administration
• Remote Desktop Support
• Backup and Recovery Solutions
• Security and Antivirus Management
• Hardware and Software Upgrades
• Printer and Peripheral Device Support
• Mobile Device Support
• IT Asset Management

Soft Skills

• Communication and Interpersonal Skills
• Problem Solving and Troubleshooting Abilities
• Customer Service and Client Relationship Management
• Technical Knowledge and Expertise
• Attention to Detail and Accuracy
• Time Management and Organization
• Adaptability and Flexibility
• Teamwork and Collaboration
• Patience and Empathy
• Analytical Thinking and Decision Making
• Stress Management and Resilience
• Continuous Learning and Self-Development

Resume Action Verbs for Desktop Support Engineers:

• Troubleshot
• Implemented
• Collaborated

Generate Your Resume Summary

Resume FAQs for Desktop Support Engineers:

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

• Identify opportunities to further tailor your resume to the Desktop 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

Complete the steps below to generate your free resume analysis.

Related Resumes for Desktop Support Engineers:

Desktop support specialist, desktop support technician, it desktop support, senior desktop support engineer, it support analyst, it support specialist, technical support, technical support engineer.

Desktop Support Engineer Resume Sample

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Work Experience

• Provide quality Tier I & II support to end-users including complex support for hardware (laptop, desktop, mobile devices), software, and applications including connectivity to network
• Assist 3rd Party vendors when issues arise
• Two (2) to three (3) years Help Desk/End User Support experience
• Demonstrable analytical capability
• High capacity for learning and highly collaborative
• Repair, install, upgrade, or reconfiguration of Laptop/Desktop hardware
• Basic understanding of help desk software for opening, documenting, closing, and follow up on service calls
• In Help Desk support, the IT Support Specialist acknowledges assigned Help Desk tickets in a timely manner. This employee resolves tickets and documents the solution in the Help Desk database using the Help Desk software
• Maintain a level of technical expertise and continually build a strong understanding of technical knowledge and current market and industry trends
• Participate in disaster recovery activities as required
• Perform capacity management and availability management activities for Front Office systems
• Act as a local point of contact in support of our Divisional IT support teams and processes
• Configure, install, monitor and maintain users' computer software and hardware devices; supports stationary and mobile workforce
• Resolve and close tickets/requests supporting end-user desktops and peripherals
• Work in partnership with members of the I.T. staff as well as other departments
• Create and maintain computer images
• In PC support and troubleshooting, the IT Support Specialist configures and deploys new PCs, troubleshoots existing PCs and peripherals, and reconfigures PCs for redistribution. This employee installs and troubleshoots departmental applications on these PCs
• In wireless support, the IT Support Specialist installs and maintains in-car computers known as Mobile Data Terminals (MDT) and installs LAN connections and docking stations in police cruisers
• MCP, CCNA, or other related certification and one year experience; or
• Efficient and effective delivery of end user computing second and third line operational support including (but not limited to): desktop and client support, desk-side delivery and desk-side training of end users and installations
• Collect and maintain accurate, detailed information about all our support requests to provide the relevant information to other support and application teams as appropriate and to facilitate service and management reporting
• Own and resolve our issues raised through the Service Desk and handle resulting incidents and service requests using agreed incident management and request fulfilment processes
• Support the investigation and diagnosis of assigned problems for workarounds and / or root causes. Proactively propose solutions to problems and implement solutions as agreed with the Manager of Desk Side Support
• Help manage our user relationships, engage with our service delivery teams and third party support providers to resolve issues and incidents as appropriate

Professional Skills

• Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Excellent collaborative skills and experience with working closely with a team
• Excellent Customer Service skills and experience supporting people in a face to face work environment
• Strong written and oral communication, and excellent customer service skills
• Demonstrated understanding of Networking skills, such as DNS and troubleshooting network connectivity issues
• Strong skills in general MS Office application troubleshooting
• Previous experience in an outsourced IT environment, with good customer facing skills

How to write Desktop Support Engineer Resume

Desktop Support Engineer role is responsible for customer, troubleshooting, technical, interpersonal, microsoft, software, analytical, documentation, mac, telecommunications. To write great resume for desktop support engineer job, your resume must include:

• Your contact information
• Work experience
• Skill listing

Contact Information For Desktop Support Engineer Resume

The section contact information is important in your desktop support engineer resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

• First and last name
• Telephone number

Work Experience in Your Desktop Support Engineer Resume

The section work experience is an essential part of your desktop support engineer resume. It’s the one thing the recruiter really cares about and pays the most attention to. This section, however, is not just a list of your previous desktop support engineer responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular desktop support engineer position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions.

Representative Desktop Support Engineer resume experience can include:

• Strong organizational skills with proven ability to manage multiple concurrent priorities in a fast-paced environment
• Proven expertise in integrating with Excel plug-ins, troubleshooting broken links, effectively working with vendor technical support
• Excellent problem-solving and multitasking skills, ability to work under pressure
• Strong troubleshooting skills and networking knowledge
• Strong interpersonal/relationship-building skills & customer service values/practices
• Effective communication skills working with both IT and non-IT colleagues

Education on a Desktop Support Engineer Resume

Make sure to make education a priority on your desktop support engineer resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your desktop support engineer experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

• School you graduated from
• Major/ minor
• Year of graduation
• Location of school

These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Desktop Support Engineer Resume

When listing skills on your desktop support engineer resume, remember always to be honest about your level of ability. Include the Skills section after experience.

Present the most important skills in your resume, there's a list of typical desktop support engineer skills:

• Clear and effective written and verbal communication skills. Excellent oral and written English skills are required
• Good communication skills both Verbal & written, as to correspond with Business users effectively
• Strong time management skills when dealing with multiple priorities
• Possess strong customer orientation and excellent interpersonal and skills
• Excellent customer relation’s skills and good phone manners
• Proven expertise in integrating with Excel plug-ins, troubleshooting broken links, effectively working with vendor

List of Typical Experience For a Desktop Support Engineer Resume

Experience for senior desktop support engineer resume.

• Demonstrate the ability to learn new technologies and technical skills quickly and effectively
• Strong customer focus, responsive to needs, Strong inter-personal skills
• Demonstrated exceptional PC and peripheral troubleshooting and break/fix skills
• Strong analytical skills in wired, wireless and VOIP technologies
• Strong Audio Visual (Zoom, telepresence, WebEx etc.) skills
• Excellent communication skills in both verbal and written Chinese
• Learn & Grow – On-going drive for learning and ability to apply new knowledge and skills

Experience For Line Desktop Support Engineer Resume

• 1) Strong Remote Desktop Support (Level 2) experience in supporting end users of global financial organization
• Experience in engineering/platform/Active Directory/Mobile support with the following technical skill sets
• Grow in your ability to communicate effectively
• 2+ experience with using imaging technologies and experience working with Active Directory
• 2nd line desktop support experience, ideally some 3rd line experience as well
• Prior desktop support experience
• Strong Remote Desktop Support (Level 2) experience in supporting end users of global financial organization

Experience For Remote Desktop Support Engineer Resume

• Understanding and/or experience of Powershell
• Strong understanding of networking equipment, wireless, VLAN and other technology
• Experience using a Help Desk Ticketing system and Knowledgebase
• Experience acting in an IT desktop support role predominantly supporting Microsoft Windows XP and Microsoft Office suite applications
• Experience working in a global support environment, raising incidents in an incident management system
• Solid understanding of basic networking and active directory principles
• Experience of supporting key areas of the business covering both desktop and laptop user environments
• Experience administering Jamf Pro/Casper and managing a Mac environment
• Experience with communications patching and knowledge of cabling technologies

Experience For IT Desktop Support Engineer Resume

• Experience with Video production and editing using Adobe Creative Suite
• Experience with Video production and editing using Adobe Creative Suite Tools or similar tools
• Demonstrated knowledge of fiscal matters including budget development, forecasting and variance analysis
• Experience with System Center Configuration Manager (SCCM) for patching management, OSD and application packaging/deployments
• Experience with establishing and managing EUC processes and procedures
• Experience providing technical support in a fast paced and constantly changing environment up to executive management level
• Two years’ experience in a technical support position providing end user computing support

Experience For Mac / Linux Desktop Support Engineer Resume

• Experience working with most recent software applications and operating systems
• Experience in end user computing technologies and support in a large scale fast moving environment (2000+ users)
• Strong understanding of trading platforms would be advantageous
• Good understanding of Windows networking (DHCP, DNS, IP)
• Strong understanding of Networking and Firewall Fundamentals

Experience For Junior Desktop Support Engineer Resume

• Experience with Ticketing systems and understanding of Support Desk
• Audio Visual troubleshooting experience for meeting rooms and company-wide Town Hall/All Hands style meetings
• Excellent working knowledge of Windows desktop OS XP professional/Windows 7 64- bit Win 10 64bit
• Excellent knowledge of Powershell scripting
• Strong working knowledge of peripherals, printers, graphics cards, network cards
• Experience providing hardware and software support for desktop/laptop on MAC/Windows OS

Experience For Colleague Systems Desktop Support Engineer Resume

• Experience with inventory tracking and maintenance
• Previous experience of supporting 100+ users in a Windows XP/7 environment
• Strong background in managing Office 365 environment
• Experience working in a desktop support environment for medium to large enterprise companies is required
• Experience working with SAAS Solutions such as Office365, SalesForce,

Experience For Apple Certified & Windows Desktop Support Engineer Resume

• Strong understanding of macOS and Mac Laptops required
• Good technical knowledge of Microsoft products including: Windows XP/7/8/10, Windows 2008, Windows 2012, Active Directory and Exchange
• Experienced in hardware troubleshooting in Desktops and laptops
• Experienced in repairing of laptop and desktop hardware
• Experience of working with a variety of Office applications
• Experience working with SCCM 2012 and above
• Strong aptitude for hardware and software troubleshooting
• Experience and understanding of Active Directory
• Effective working relations with other Capita and 3rd party resolver groups

Experience For Senior Remote Desktop Support Engineer Resume

• Install End User software (licensing validity and availability checks)
• Strong knowledge of provisioning users accounts and emails based on Office O365 environment
• Hands-on experience in resolving Windows 7/10 issues
• Hands-on experience troubleshooting all types of Windows OS issues
• Experience in large computing environment

Experience For Field Engineer / Desktop Support Engineer Resume

• Experience understanding of Windows Active Directory architecture - groups, users, GPO, and related services
• Experience working with Windows 7 and Windows 10
• The ability to communicate to End Users with a wide variety of IT experience is essential together with understanding and responsibility for their issues
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7, Windows 10, iOS, OSX, Office 365 applications and Cloud
• Enthusiastic team worker - proven ability of working in a successful and flexible team
• Hands-on experience with troubleshooting in cloud deployments (AWS)

List of Typical Skills For a Desktop Support Engineer Resume

Skills for senior desktop support engineer resume.

• Have good troubleshooting, installation and problem solving skills
• Problem-solving skills demonstrating a directed, methodical, cost-effective, data-driven approach
• Solid skills at playing Quake III
• Uses skills as a seasoned, experienced professional with a full understanding of industry practices, company policies, and procedures
• Excellent troubleshooting skills and able to multi-task
• Strong inter-personal and communication (verbal and written) skills
• Good communicator (in both english written and verbal skills)
• Able to manage time effectively and set priorities appropriately

Skills For Line Desktop Support Engineer Resume

• Strong Microsoft Office 2007-2016 support skills
• Strong diagnostic capabilities and problem solving skills
• ) Strong interdisciplinary skills; Microsoft platforms and virtualizations
• Strong Microsoft Office 2010-2016 support skills
• A team player with excellent people & communication skills
• Good documentation skills and the ability to produce documents to a consistent standard for all target audiences

Skills For Remote Desktop Support Engineer Resume

• Excellent troubleshooting skills on in MacOS, Windows, mobile devices, peripherals and software
• Professional, relevant examples of attention to detail and excellent customer service skills
• Strong documentation skills are required for process and procedure development
• Good clear written and verbal communication skills
• Solid telephone and remote assistance skills
• Strong written, verbal & phone skills, with ability to explain technical matters in non-technical terms
• Strong documentation skills and an attention to detail
• Excellent Customer service skills and a "can do" attitude

Skills For IT Desktop Support Engineer Resume

• Demonstrated experience in managing and supervising staff including hiring, performance management, development and counseling
• Excellent experience with creating and deploying images, scripting, building software packages and patch deployment
• Experience of handling escalations, complaints and solving problems including major incidents and high priority calls
• Good understanding of Windows networking (DHCP, DNS, IP) Hand-on experience of Active Directly in a Windows 2008 environment
• Proven experience of working within an IT support environment – offering face-to-face support would be desirable

Skills For Mac / Linux Desktop Support Engineer Resume

• Effectively resolve Workplace Technology Service Incidents and Requests keeping the customer updated at all times on progress and within SLAs guidelines
• Work effectively with other resolving agents within Desktop Services and within IT Services as a whole
• Robust 1st Line experience and 2nd line experience including
• Demonstrated knowledge and experience with Windows 7&10 , Microsoft Active Directory, Terminal server and roaming profiles
• Proven experience of working in an airport environment
• Solid Physical/Wireless networking experience
• Prior migration experience using SCCM

Skills For Junior Desktop Support Engineer Resume

• Expert diagnostic troubleshooting skills
• Communicate effectively including but not limited to presenting solutions and recommendations to management and teams
• Have skill in organising resources and establishing priorities
• Be able to communicate effectively, both orally and in writing
• Continually try to improve your technical skills
• Recognize, analyze, and effectively solve problems in a timely and organized manner
• Solid mobile development management experience

Skills For Colleague Systems Desktop Support Engineer Resume

• Good knowledge and experience supporting Citrix environment
• All calls closed to customer’s satisfaction as quickly and effectively as possible, with regular updates provided during resolution of long calls
• Demonstrated experience in Windows technologies (DNS, AD, DHCP, IIS, SQL, Power Shell, Windows Server Update Services (WSUS)
• Demonstrated client engagement and service experience
• Provide second level support to internal and external customers to analyse and solve their computer problems as rapidly and effectively as possible
• Proven experience in hands on technical systems support
• Customer support and communication skills
• Proven experience in working on a busy customer site in an operations role
• Proven experience in supporting Windows based systems

Skills For Apple Certified & Windows Desktop Support Engineer Resume

• Strong experience with Microsoft Windows 7/8/10/2003/2008/2012 and Apple MacOs and iOS operating systems
• Good design, analytical, and problem-solving capabilities and the ability to understand the user experience
• Strong desktop hardware experience with Windows 10
• Demonstrated Experience with Office 365, Windows 7, Windows 10
• Previous customer service experience is strongly desired
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role

Skills For Senior Remote Desktop Support Engineer Resume

• Experience with programming in VBA, C++/C# is a strong advantage
• Use your time effectively
• Communicate effectively and courteously with colleagues and customers at all levels
• Previous desktop support administration skills required
• Good experience with Active Directory, DHCP and DNS services, WDS, WSUS, and print services
• Strong Microsoft Office / 0365 experience
• Team Lead or prior Supervisory experience recommended
• Networking and Call Center experience, especially with Cisco products
• Testing, validation and rollout of corporate images

Skills For Field Engineer / Desktop Support Engineer Resume

• Working experience with administrative proficiency in
• Ticketing experience with previous job
• Experience with Microsoft SCCM 2012 platform (including software packaging/deployment, OSD, security patching and hardware/software reporting) preferable
• Thorough experience configuring, upgrading, troubleshooting desktop and laptops computers, servers, printers, scanners and other peripheral devices
• Strong working knowledge of industry standard End User imaging and packaging
• Experience of managing and maintaining enterprise Anti-Virus solutions
• Experience supporting End User Computing devices/BYOD/Cellular devices

List of Typical Responsibilities For a Desktop Support Engineer Resume

Responsibilities for senior desktop support engineer resume.

• Prior experience troubleshooting, resolving and supporting desktops, laptops, applications, hard phones and WIFI devices
• Collaborate effectively with desktop support team members and other IT technicians (network and/or system engineers) to resolve and document issues
• Experience in managing workstations using SCCM for software deployments, inventory, and security patching
• Solid hardware knowledge including PC’s, mobile computing and peripherals
• Experience writing business documents, such as functional specs and result summaries, as well as communicating project/issue status
• Experience maintaining and supporting a Microsoft environment
• Excellent at PC Hardware Configuration and Troubleshooting

Responsibilities For Line Desktop Support Engineer Resume

• Strong understanding of Microsoft Windows 7/10 and Office 2013
• Experience providing support to business community users up to senior executive level
• In-depth knowledge of and experience working with MS Office Suite (2016 & Office 365), Adobe (multiple versions), and other desktop applications
• Operates in a 24/7, shifting multi-tiered environment
• Experience using standard support tools such as Bitlocker, GoToAssist, LogMeIn, Dameware etc
• Deskside experience working in a customer service environment

Responsibilities For Remote Desktop Support Engineer Resume

• Experience in troubleshooting issues in macOS, Windows, and printers
• Experience in managing mobile devices
• Experience providing first class Executive Support
• Build strong working relationships with end users to set service level expectations and align
• Desktop Support experience, supporting a team of 130+ members of staff
• Customer facing experience in a support related capacity

Responsibilities For IT Desktop Support Engineer Resume

• Experience managing Active Directory at the Organization Unit level
• Experience in troubleshooting desktop and/or application performance issues
• Prioritize incoming requests
• 4) Hands-on experience in resolving Windows 10/7 and MS Office 2007/10/13/16 issues
• 5) Good understanding of Virtualisation technology and ability to resolve issues on Virtual Desktops
• 6) Citrix Technologies awareness and experience in troubleshooting Citrix Client side issues
• ) Strong understanding of Windows Group Policy 5 yrs
• ) Strong understanding of SCCM and image deployment 3 yrs

Responsibilities For Mac / Linux Desktop Support Engineer Resume

• Knowledge and support of Microsoft Windows Operating Systems (MCP certification required or demonstrable experience)
• Infrastructure experience (Server, Networks and messaging)
• Experience of using ServiceNow or other ITSM tool
• Experience in a field services role supporting Microsoft products
• Experience within IT industry in a customer facing capacity in a technical role
• Experience working in Windows PC Support or an equivalent occupation
• Experience in supporting business IT

Responsibilities For Junior Desktop Support Engineer Resume

• Experience with Dell computer and laptops troubleshooting
• Experience Supporting Windows 10 and Mac OS
• Experience in Active Directory, especially managing group-policies
• Experience in supporting iOS devices
• Experience with imaging technologies such as Ghost, PXE Boot & Clonezilla

Responsibilities For Colleague Systems Desktop Support Engineer Resume

• General desktop support on a trade desk with light engineering experience
• Experience in troubleshooting SCCM task sequences,
• Assist with effective basic user training and new user inductions
• Hands-on experience with Windows environment and TCP/IP networking
• Experience supporting OSX and Windows workstations
• Skilled in problem-solving, with best-value solutions as the goal
• Desktop engineering experience
• Experience working with managed VoIP solutions

Responsibilities For Apple Certified & Windows Desktop Support Engineer Resume

• User perspective troubleshooting of remote access and ‘Good For Enterprise’ technologies
• 8) User perspective troubleshooting of remote access and ‘Good For Enterprise’ technologies
• Experience of working in a desktop support environment
• Strong technical expertise in Voice Communications, VOIP, audio-video and video conferencing support
• Good working knowledge of network technologies
• Good understanding and awareness of ITIL tools and processes
• Good technology understanding and awareness
• Experience in a global organization supporting multiple EUC environments

Responsibilities For Senior Remote Desktop Support Engineer Resume

• Previous working experience within the Pharmaceutical industry would be highly desired
• Experience supporting Apple iPhone an iPads in an enterprise environment
• Windows image deployment and PC refresh experience using Microsoft SCCM
• Experience of working in an IT related role within a corporate environment
• Experience of working on a Service Desk
• Experience of using IT Service Management software, preferably House on the Hill
• Experience working in Service Desk environment
• Experience Windows PC engineering and Mac OS

Responsibilities For Field Engineer / Desktop Support Engineer Resume

• Experience dealing with hardware suppliers
• Basic networking experience (TCP IP/DNS/DHCP)
• Windows PC engineering experience
• 4) Hands-on experience in resolving Windows 10/7/XP issues
• A solid understanding of LAN/WAN topologies
• Experience with Windows 7/10 operating systems

Related to Desktop Support Engineer Resume Samples

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• • Led a team that provided 24/7 IT support to over 300 local users, achieving a 99.9% uptime for critical systems.
• • Managed IT asset lifecycle from procurement to decommissioning, ensuring a 15% reduction in yearly IT expenses through strategic supplier negotiations.
• • Implemented an automated system for tracking and reporting on IT equipment, which cut down asset management time by 40%.
• • Designed and executed a company-wide operating system upgrade for 150 workstations, resulting in enhanced security and a 20% increase in system efficiency.
• • Conducted training sessions on best IT practices for non-technical staff, significantly reducing the number of IT incidents by 35%.
• • Collaborated with developers to streamline the deployment of new software, leading to a 50% reduction in rollout time.
• • Provided in-person and remote technical support for over 200 employees, resolving 95% of issues within established SLAs.
• • Contributed to the development of a knowledge base that improved self-service incident resolution by end-users by 25%.
• • Coordinated with network engineers to troubleshoot and resolve complex connectivity issues, thereby improving network stability by 30%.
• • Played a key role in a successful security audit by ensuring all workstations complied with updated security policies.
• • Improved ticketing system's efficiency by developing automation scripts, reducing average response time by 20%.
• • Resolved hardware and software issues across 100+ desktops, leading to a 10% increase in average productivity.
• • Streamlined software deployment process using automation, reducing installation time by 50%.
• • Managed inventory of IT supplies and placed orders proactively, ensuring no downtime due to equipment shortages.
• • Developed and maintained documentation for IT processes, enhancing team efficiency and onboarding speed for new hires.

5 Desktop Support Resume Examples & Guide for 2024

Your desktop support resume should clearly highlight your technical proficiency. Include all relevant certifications and tools you are skilled with. Showcase your problem-solving abilities. Employers want evidence of your hands-on experience in troubleshooting and resolving issues.

All resume examples in this guide

Traditional

Resume Guide

Resume Format Tips

Resume Experience

Skills on Resume

Education & Certifications

Resume Summary Tips

Additional Resume Sections

Key Takeaways

As a desktop support professional, your resume challenge is to effectively showcase your technical skills and problem-solving abilities amidst a sea of applicants. Our tailored guide will assist you by providing industry-specific tips to highlight your expertise and make your application stand out to potential employers.

• Format your desktop support resume to ensure that it balances professionalism with creativity, and follows the best practices.
• Match the desktop support job requirements by including industry keywords on your resume.
• Use various resume sections to showcase your skills and achievements to answer why you're the best candidate for the desktop support role.

Take inspiration from leading desktop support resume examples to learn how to tailor your experience.

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Desktop Support resume format made simple

You don't need to go over the top when it comes to creativity in your Desktop Support resume format .

What recruiters care about more is the legibility of your Desktop Support resume, alongside the relevancy of your application to the role.

That's why we're presenting you with four simple steps that could help your professional presentation check all the right boxes:

• The reverse-chronological resume format is the one for you, if you happen to have plenty of relevant (and recent) professional experience you'd like to showcase. This format follows a pretty succinct logic and puts the focus on your experience.
• Keep your header simple with your contact details; a headline that details the role you're applying for or your current job; and a link to your portfolio.
• Ensure your resume reaches an up-to-two-page limit, only if you happen to be applying for a more senior role or you have over a decade of relevant experience.
• Save your Desktop Support resume as a PDF to retain its structure and presentation.

Upload & Check Your Resume

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

Bold the names of educational institutions and certifying bodies for emphasis.

Don't forget to include these six sections on your desktop support resume:

• Header and summary for your contact details and to highlight your alignment with the desktop support job you're applying for
• Experience section to get into specific technologies you're apt at using and personal skills to deliver successful results
• Skills section to further highlight how your profile matches the job requirements
• Education section to provide your academic background
• Achievements to mention any career highlights that may be impressive, or that you might have missed so far in other resume sections

What recruiters want to see on your resume:

• Demonstrated proficiency in troubleshooting hardware and software issues
• Experience with system imaging and deployment tools
• Knowledge of network configurations and protocols (e.g., TCP/IP, DHCP, VPN)
• Customer service skills and experience in user support
• Familiarity with the latest operating systems (e.g., Windows 10/11, MacOS)

Adding your relevant experience to your desktop support resume

If you're looking for a way to show recruiters that your expertise is credible, look no further than the resume experience section.

Your desktop support resume experience can be best curated in a structured, bulleted list detailing the particulars of your career:

• Always integrate metrics of success - what did you actually achieve in the role?
• Scan the desktop support advert for your dream role in search of keywords in the job requirements - feature those all through your past/current experience;
• Dedicate a bullet (or two) to spotlight your technical capabilities and how you're able to use the particular software/technology in your day-to-day roles;
• Write simple by including your responsibility, a job advert keyword or skill, and a tangible outcome of your success;
• Use the experience section to also define the unique value of working with you in the form of soft skills, relevant feedback, and the company culture you best thrive in.

Industry leaders always ensure that their resume experience section offers an enticing glimpse at their expertise, while telling a career narrative. Explore these sample desktop support resumes on how to best create your resume experience section.

• Managed and resolved over 200 tickets monthly, prioritizing responses based on severity and impact on business operations, maintaining a 95% satisfaction rate among users.
• Led a project to upgrade and replace 150+ workstations to Windows 10 ahead of the company-wide timeline, improving system performance and security.
• Developed and delivered training programs for 300+ employees, enhancing the staff’s ability to troubleshoot common desktop issues and reducing incoming ticket volume by 20%.
• Created a comprehensive desktop inventory management system that tracked over 500 devices, leading to a reduction in loss and mismanagement of corporate hardware assets.
• Provided daily support to approximately 100 remote users, ensuring virtual desktop infrastructure operated with minimal downtime.
• Implemented a proactive maintenance schedule for desktop systems, reducing system failures and downtime by 30% over a span of 12 months.
• Championed a cybersecurity initiative to train 400+ staff on new security protocols, resulting in a 50% decrease in phishing incident reports.
• Orchestrated a smooth transition to cloud-based productivity tools for 200+ users, culminating in an increase in collaboration and a 15% rise in overall productivity.
• Automated regular system patching for 600+ desktops, ensuring compliance with the latest security standards and reducing the manual workload by 40 hours per month.
• Spearheaded the migration of the entire company’s data from local servers to a secure cloud environment, resulting in enhanced data recovery capabilities.
• Responsibly managed the end-to-end user hardware upgrade process, coordinating with vendors to ensure timely delivery and setup for 250+ systems.
• Reduced average problem-resolution time by 25% through the introduction of a tiered support model, improving user satisfaction and operational efficiency.
• Prototyped and deployed a self-service portal for common desktop issues, serving over 500 end-users and reducing support ticket volume by 35% within the first six months.
• Played a key role in the inter-departmental task force aimed at enhancing IT workflows, which led to a 20% improvement in cross-functional project completion times.
• Performed system installations and configurations for specialized software in the R&D department, supporting critical development projects and ensuring 99% uptime.
• Collaborated on a system-wide clean-up operation, removing obsolete files and applications from 800+ desktops and reclaiming over 2TB of storage space.
• Established a 24/7 helpdesk support protocol to cater to international team members, enhancing system accessibility and user satisfaction.
• Developed a detailed documentation archive for troubleshooting procedures, which was later adopted as the standard practice and cut down issue resolution time by 18%.
• Instituted a robust backup strategy that safeguarded critical data across 350 desktops, significantly mitigating risk associated with data loss.
• Facilitated the smooth integration of new software tools into the company's network, which streamlined workflows and increased operational efficiency by 22%.
• Customized desktop environments to suit individual departmental needs, enhancing daily workflows for 500 employees.
• Designed and executed a complete refresh of endpoint security practices, strengthening the company’s defense against external threats and reducing malware occurrences by 40%.
• Instrumental in the decommissioning and secure disposal of outdated IT equipment from all departments, in alignment with EPA regulations and company sustainability goals.
• Managed the successful deployment of dual-monitor setups for the graphics department, boosting design productivity and workflow efficiency.

Quantifying impact on your resume

• Mention the number of end-users supported daily to showcase the scale of your experience.
• Include the percentage reduction in help desk tickets after you implemented a new process or tool.
• Feature the average time taken to resolve technical issues to demonstrate efficiency.
• Highlight the number of IT assets managed to indicate experience with large infrastructures.
• State the increase in user satisfaction scores if you have contributed to improving them.
• Specify the number of projects or deployments completed within deadlines showing project management skills.
• Present the amount of training sessions or workshops conducted to exhibit leadership and knowledge-sharing abilities.
• Quantify any cost savings achieved through vendor negotiations or optimizing processes.

Action verbs for your desktop support resume

What if my desktop support experience doesn't match the requirements?

You've just graduated from college and may have no real world job experience . What should you include within your resume then?

Instead of making up information or adding irrelevant past jobs (e.g. your on-campus work during freshman year), you can:

• Shift the focus from your professional experience to your community impact with your volunteer work. This would showcase numerous soft skills you've built over time (e.g. interpersonal communication);
• Highlight the projects you've completed, as part of your coursework, or, on your own. Thus, you will align your technical background with recruiters' requirements;
• Consider spotlighting your transferrable skills. Or, what lessons and talents your current professional and personal experience has taught you and how they could benefit your potential employers;
• Even if you've had a few months of internship experience, that is relevant for the role, make sure to include this. Recruiters do care about the years of experience you happen to have, but, at the end of the day, your profile would also be assessed based on role alignment.

Recommended reads:

• How to List Expected Graduation Date on Your Resume
• How to List a Major & Minor on Your Resume (with Examples)

Highlight any significant extracurricular activities that demonstrate valuable skills or leadership.

Desktop Support resume skills: the essential hard skills and soft skills checklist

Ultimately, your Desktop Support resume should hint to recruiters that you possess an array of talents that are indispensable to the role.

For example, listing the technologies and software you're apt at using (or your hard skills) and how you apply them in your day-to-day responsibilities would ensure you meet the technical requirements of the role.

But is this enough to ensure that you make a good impression on recruiters?

Go a step further by detailing the soft skills or personality traits you've attained thanks to your work and life experience.

The best way to balance hard skills and soft skills on your Desktop Support resume is by:

• Highlighting up to three of your most noteworthy career accomplishments in a separate section.
• Listing at least one hard skill and one soft skill you've used to solve a particular challenge or problem.
• Feature niche skills and technologies that would help you stand out amongst candidates.
• Think back on the social impact your efforts have had towards improving the work environment - were you able to always maintain a professional ethic, while enhancing the team culture? Write about your contribution to the role, department, or organization itself as a metric of success.

The skills section of your resume provides you with plenty of opportunities to detail your technical and personal traits.

All you have to do is select the talents that best fit your application and expertise. Make note of some of the most prominent hard and soft skills across the industry from our list:

Top skills for your desktop support resume:

Hardware Troubleshooting

Software Installation

Operating Systems (Windows, macOS, Linux)

Networking Fundamentals

Virus and Malware Removal

Data Backup and Recovery

Active Directory Management

Peripheral Device Configuration

Remote Desktop Support

Help Desk Ticketing Systems

Problem Solving

Customer Service

Communication

Time Management

Attention to Detail

Adaptability

Stress Management

If the certificate you've obtained is especially vital for the industry or company, include it as part of your name within the resume headline.

The desktop support resume sections you may underestimate: certifications and education

Your education and certifications provide insight into both your technical capabilities and personal attributes, such as perseverance. When crafting your desktop support resume, consider how you present these elements:

• For your higher education degrees , prioritize listing those most relevant to the job or indicative of your academic dedication;
• Include applicable coursework as a stand-in for relevant experience or if it might impress recruiters;
• Include incomplete higher education only if it's pertinent to meeting job requirements;
• If your degree is from a renowned university, mention how often you made the Dean's list to underline academic excellence.

Regarding certifications, it's not necessary to list all of them. Instead, match up to three of your most recent or significant certificates with the technical skills required in the job description.

Below, we've selected some of the top industry certifications that could be vital additions to your desktop support resume.

The top 5 certifications for your desktop support resume:

• Microsoft Certified: Modern Desktop Administrator Associate (MDAA) - Microsoft
• CompTIA A+ (A+) - Computing Technology Industry Association (CompTIA)
• Apple Certified Support Professional (ACSP) - Apple
• Certified Information Systems Security Professional (CISSP) - International Information System Security Certification Consortium (ISC)²
• Help Desk Support Technician (HDST) - HDI

The more trusted the organization you've attained your certificate (or degree) from, the more credible your skill set would be.

• Perfecting the Education Section on Your Resume
• How to List GPA on Your Resume

Your desktop support resume top one third: choosing between a resume summary or an objective

The top third of your resume is crucial, as recruiters might focus only on this section rather than reading the entire document. Therefore, it's important to carefully decide whether to include a resume summary or an objective.

• The resume summary encapsulates your most significant experiences, key achievements, and skills in the field. Ideal for candidates with substantial relevant experience, the summary previews what recruiters will find in the rest of your resume.
• The resume objective outlines your professional aspirations. It describes your career goals for the coming years and how you envision your role evolving in the prospective company. The resume objective is suitable if you have less professional experience and wish to emphasize various soft skills such as motivation, vision, and planning.

Explore some of the best examples of resume summaries and objectives from real-life professional resumes in the industry.

Resume summaries for a desktop support job

• With over 6 years of dedicated experience in desktop support at a Fortune 500 company, I have honed my technical expertise in managing large-scale IT infrastructures and resolving complex hardware and software issues. Spearheading the migration of over 200 workstations to a new OS, I aim to leverage my skills to meet and exceed service delivery standards.
• As an experienced network administrator transitioning into desktop support, my 8-year background in managing multi-site networks equips me with a unique perspective on system optimization and user support. My pivotal role in reducing network downtime by 30% showcases my dedication to operational excellence and end-user satisfaction.
• Formerly a customer service specialist, my exceptional communication skills have been refined over a 5-year period managing high-volume customer inquiries. Transitioning into desktop support, my passion for technology and user experience drives me to excel in providing comprehensive technical assistance and fostering positive client relations.
• Adept at troubleshooting and resolving IT issues from my 4-year tenure in a dynamic tech startup environment, I bring to the table proven expertise in improving system functionalities and user support protocols. My proactive approach resulted in decreasing average ticket resolution time by 25%, and I am enthusiastic about bringing this same efficiency and problem-solving acuity to a new technical challenge.
• Keen to embark on a career in desktop support, my objective is to apply my recently acquired CompTIA certification and unrivaled dedication to learning. Eager to contribute to a team that values tech-savvy problem solvers, I am prepared to immerse myself fully in mastering the skills required to provide exceptional IT support.
• Fresh from completing an intensive IT Support training program, my objective is to leverage my newfound knowledge in system diagnostics and customer service to benefit an organization in need of robust technical support. My commitment to professional growth and enthusiasm for hands-on experience will fuel my progression and contribution from day one.

Beyond your desktop support resume basics - extra sections

Ensure your desktop support resume stands out from the crowd by spicing it up with a couple of supplementary sections that showcase your:

• Prizes - as a special nod to what matters most in the field;
• Projects - ones that would really further support your application;
• Hobbies - include only if you think they'd further your chances at landing the role with personality
• Community impact - to hint at the causes you care about.

Key takeaways

• The layout of your resume should take into consideration your professional background while integrating vital sections and design elements;
• Highlight your most pertinent achievements for the role all through different sections;
• Be very specific when selecting your certifications, hard skills, and soft skills to showcase the best of your talents;
• Include within the top one-third of your desktop support resume a header and summary to help recruiters understand your experience and allocate your contact details. A skills box is optional, but it will help you align your expertise with the role;
• Detail the full extent of your professional experience with specific bullets that focus on tasks, actions, and outcomes.

Looking to build your own Desktop Support resume?

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Desktop Support Engineer Resume Example for 2024 (Skills & Templates)

Create a standout desktop support engineer resume with our online platform. browse professional templates for all levels and specialties. land your dream role today.

Are you a Desktop Support Engineer looking for a new job opportunity? Look no further! Our Desktop Support Engineer Resume Example article will provide you with the resources and guidance to create an effective resume that will help you stand out from the competition. We'll provide tips and tricks on how to highlight your accomplishments and skills, as well as advice on how to showcase your experience and qualifications. So don't wait, read on to learn how to craft the perfect Desktop Support Engineer resume!

We will cover:

• How to write a resume , no matter your industry or job title.
• What to put on a resume to stand out.
• The top skills employers from every industry want to see.
• How to build a resume fast with our professional Resume Builder .
• Why you should use a resume template

What does a Desktop Support Engineer do?

A Desktop Support Engineer is responsible for providing technical support for computer hardware and software systems. They are typically employed by companies to help keep their computers running smoothly and efficiently. This may include troubleshooting problems with hardware and software, setting up and configuring computer systems, installing and upgrading software, providing technical assistance and training users in the use of computer systems, and performing other related tasks as needed.

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What are some responsibilities of a Desktop Support Engineer?

• Identifying and troubleshooting hardware and software issues on desktop computers
• Diagnosing and resolving network connectivity issues
• Providing technical support for end-users on desktop applications and systems
• Maintaining and updating inventory records for desktop hardware and software
• Installing and configuring computer systems and peripherals
• Upgrading existing hardware and software systems
• Performing preventive maintenance on desktop computers
• Creating and maintaining user accounts on the network
• Performing virus and malware scans
• Assisting with server maintenance and administration
• Solving technical problems with local area networks (LAN) and wide area networks (WAN)

Sample Desktop Support Engineer Resume for Inspiration

Address: 123 Main Street, Any City, ST 12345

Phone: (123) 456-7890

Email: [email protected]

John Smith is an experienced and certified Desktop Support Engineer with extensive knowledge in troubleshooting hardware and software issues. He has the ability to work independently and as part of a team, and has a proven track record of providing excellent customer service. He is proficient in a variety of technical languages and applications.

Work Experience

• Desktop Support Engineer, ABC Company, Any City, ST (2018-present)
• Diagnose and troubleshoot hardware and software issues for end users
• Provide technical support both onsite and remotely
• Maintain and install computer hardware and software
• Perform regular system maintenance and upgrades
• Bachelor of Science in Computer Science, Any University, Any City, ST (2014)
• Technical Troubleshooting
• Customer Service
• Hardware and Software Maintenance
• Network Administration

Certifications

• Microsoft Certified Professional (MCP)
• English (fluent)
• HTML (proficient)

Resume tips for Desktop Support Engineer

Creating a perfect, career-launching resume is no easy task. Following general writing rules can help, but it is also smart to get advice tailored to your specific job search. When you’re new to the employment world, you need Desktop Support Engineer resume tips. We collected the best tips from seasoned Desktop Support Engineer - Check out their advice to not only make your writing process easier but also increase your chances of creating a resume that piques the interest of prospective employers.

• Highlight your technical certifications and any relevant experience.
• Include a summary statement that clearly outlines your qualifications.
• Detail your troubleshooting and issue resolution abilities.
• Mention your knowledge of relevant software and hardware.
• Demonstrate your ability to work with users to identify and solve problems.

Desktop Support Engineer Resume Summary Examples

A desktop support engineer resume summary or resume objective can be an effective way of communicating your qualifications and career goals to potential employers. A well-crafted resume summary or objective can help you stand out from other candidates and show employers why you are the best candidate for the job. It can also help employers to quickly get an idea of your expertise and capabilities, and make it easier for them to determine if you are the right fit for the role. For Example:

• Dynamic Desktop Support Engineer with 5+ years of experience providing advanced technical support to users. Proven success in resolving hardware/software issues and providing exceptional customer service.
• Experienced Desktop Support Engineer with 7+ years of technical support experience specializing in hardware/software troubleshooting and repair. Exceptionally knowledgeable in Windows OS.
• Certified Desktop Support Engineer with 8+ years of experience troubleshooting complex technical problems, installing and configuring software, and providing excellent customer service.
• Efficient Desktop Support Engineer with 5+ years of experience in providing user support, resolving hardware/software issues, and configuring systems. Proven track record in delivering timely solutions.
• Highly-skilled Desktop Support Engineer with 10+ years of experience in troubleshooting and resolving hardware/software issues. Adept at providing customer service and installing/configuring systems.

Build a Strong Experience Section for Your Desktop Support Engineer Resume

Building a strong experience section for a desktop support engineer resume is important because it allows potential employers to assess your skills and abilities. A well-crafted experience section can demonstrate your technical knowledge and provide insight into the types of tasks and projects you have successfully completed. Furthermore, it can also demonstrate your ability to troubleshoot and solve complex problems, as well as your ability to work within a team environment. Finally, it can also provide evidence of your commitment to customer service, as well as your ability to provide quality service. Ultimately, these qualities are essential for a successful desktop support engineer, and a strong experience section can help you stand out from the competition. For Example:

• Provided remote technical support to over 300 users in a large-scale corporate environment.
• Configured, installed, and troubleshot desktop hardware and software applications.
• Configured and managed Active Directory, Group Policies, and user accounts.
• Assisted with the installation and configuration of network printers and other peripherals.
• Collaborated with other IT teams to resolve network and hardware issues.
• Created and maintained user accounts, profiles, and file systems.
• Provided users with technical assistance and guidance on system operations.
• Developed and documented procedures for desktop support and maintenance.
• Implemented proactive measures to ensure optimal system performance and reliability.
• Assisted senior engineers in troubleshooting complex technical issues.

Desktop Support Engineer resume education example

A Desktop Support Engineer typically needs a Bachelor's degree in a relevant field such as computer science, information technology, or engineering. In addition, they typically need to be knowledgeable of a variety of computer operating systems and software, such as Microsoft Windows, Linux, and Mac OS. They should also have strong problem-solving and troubleshooting skills, as well as excellent customer service skills. Additionally, they need to have good communication and interpersonal skills for communicating with customers and colleagues. Here is an example of an experience listing suitable for a Desktop Support Engineer resume:

• B.S. in Computer Science from University of California, Los Angeles, CA, 2019
• A.A. in Information Technology from Santa Monica College, Santa Monica, CA, 2017
• Certified Professional in Information Technology (CPIT) from Microsoft, 2017
• Microsoft Certified Solutions Associate (MCSA) from Microsoft, 2016
• CompTIA A+ Certification from CompTIA, 2015

Desktop Support Engineer Skills for a Resume

It is important to add skills for a Desktop Support Engineer Resume because employers look for candidates who possess the technical and soft skills necessary to be successful in the position. Examples of technical skills include knowledge of Windows and Mac OS, networking protocols, hardware and software repair, troubleshooting, and customer service. Soft skills relevant to this role might include communication, problem solving, critical thinking, and time management. Demonstrating these skills on a resume can help a candidate stand out from other applicants and demonstrate their knowledge and expertise. Soft Skills:

• Problem Solving
• Communication
• Technical Knowledge
• Time Management
• Organizational Skills
• Critical Thinking
• Attention to Detail
• Troubleshooting
• Resourcefulness
• Hardware troubleshooting
• Software installation
• Network configuration
• Remote support
• Diagnostics testing
• Data backup
• Security protocols
• Systems integration
• Technical support

Common Mistakes to Avoid When Writing a Desktop Support Engineer Resume

In this competitive job market, employers receive an average of 180 applications for each open position. To process these resumes, companies often rely on automated applicant tracking systems, which can sift through resumes and eliminate the least qualified applicants. If your resume is among the few that make it past these bots, it must still impress the recruiter or hiring manager. With so many applications coming in, recruiters typically give each resume only 5 seconds of their attention before deciding whether to discard it. Considering this, it's best to avoid including any distracting information on your application that could cause it to be thrown away. To help make sure your resume stands out, review the list below of what you should not include on your job application.

• Not including a cover letter. A cover letter is a great way to explain why you are the best candidate for the job and why you want the position.
• Using too much jargon. Hiring managers do not want to read a resume full of technical terms that they do not understand.
• Omitting important details. Make sure to include your contact information, educational background, job history, and any relevant skills and experiences.
• Using a generic template. Take the time to customize your resume to the job you are applying for. This will show the employer that you are serious about the position.
• Spelling and grammar errors. Always double-check your resume for typos, spelling mistakes, and grammar errors.
• Focusing too much on duties. Make sure to include accomplishments and successes to show the employer that you are a great candidate.
• Including personal information. Avoid including any personal information such as age, marital status, or religious beliefs.

Key takeaways for a Desktop Support Engineer resume

• Highlight technical certifications and relevant coursework
• Include relevant IT experience and accomplishments
• Specify knowledge of hardware and software applications
• Demonstrate customer service skills
• Mention problem-solving and troubleshooting abilities
• Showcase communication and organizational skills
• Include any IT-related certifications

Resume Worded   |  Career Strategy

Desktop support resume summary examples.

Approved by hiring managers, here are proven resume summary examples you can use on your Desktop Support resume. Learn what real hiring managers want to see on your resume, and when to use which.

• Desktop Support
• Desktop Support Supervisor
• Desktop Support Technician
• IT Helpdesk Analyst
• IT Service Desk Analyst
• IT Support Analyst
• IT Support Specialist
• Junior Desktop Support Analyst
• Senior Desktop Support Engineer
• Technical Support Engineer
• Desktop Support resume templates
• Similar summary examples

Desktop Support Resume Summary Example

Show your experience and specialization.

When you tell recruiters you have "over 7 years of experience" in a specialized role like a Desktop Support specialist, you're signalling that you're not just familiar with the job, but you've probably seen it all. This kind of phrase reflects a depth of knowledge that can only come from years on the job.

Quantify your achievements

By showing that you "reduced response time by 30%" you not only highlight an achievement, but you show that you measure your work. Recruiters appreciate candidates who can quantify their impact and it gives a more concrete idea of what you could bring to their organization.

Demonstrate knowledge of industry methodologies

Implementing "ITIL methodologies" shows that you're proactive and strategic in your work. It's an evidence of well-rounded knowledge in your field and recruiters will see you as someone who can bring improvement initiatives to their team.

Desktop Support Supervisor Resume Summary Example

Demonstrating leadership.

Highlighting your history of "leading high-performing teams" shows potential employers your leadership skills. It's an indication that you're capable of managing and inspiring a team to achieve high standards.

Cost Optimization

By stating that you "reduced IT costs by 25%", you're demonstrating your ability to optimize resources. In today's cost-conscious environment, this ability to deliver results while keeping costs down is highly prized by employers.

Policy Implementation

Mentioning your experience in "developing and implementing IT policies" shows that you understand the importance of structure and rules in an IT setting. It indicates you can balance security and productivity, which is a crucial aspect of any successful IT operation.

Wondering why you're not getting called back for interviews? It could be your resume. Our AI-powered tool scans your resume and identifies areas that may be holding you back. Get personalized suggestions on how to make your resume stand out in just minutes.

Desktop Support Technician Resume Summary Example

Show your problem-solving efficiency.

By saying you were able to "resolve 95% of user issues within the first call", you show you're a rapid and effective problem solver. This will make recruiters see you as a potential asset to their team, as they value efficiency in user support.

Indicate your ability to innovate

Introducing a new system that "increased customer satisfaction by 50%" shows you're not only a problem solver, but also a creative thinker. It tells recruiters you can find innovative solutions that could enhance their operations.

Showcase your multitasking skills

By stating your experience in "managing multiple high-priority tasks", you show that you can handle pressure and still deliver on your responsibilities. Especially in sectors like finance and healthcare, this is a highly valued skill.

IT Helpdesk Analyst Resume Summary Example

Showcasing problem-solving abilities.

When an applicant mentions that they have a history of "providing effective solutions to a high volume of IT issues", it illustrates their ability to troubleshoot and problem-solve under pressure. It tells recruiters that you are able to handle multiple issues at once, which is a vital skill in the IT world.

Demonstrating measurable results

Mentioning how you "improved first call resolution rate by 20%" provides tangible proof of your skills. This gives employers concrete evidence of your abilities and achievements, which is much more persuasive than generic statements.

Highlighting teamwork skills

By mentioning your experience "working with global teams", you display your adaptability and teamwork skills. Employers value employees who can work well with others, especially in diverse and dispersed teams. It also shows your ability to handle cultural and time-zone differences.

IT Service Desk Analyst Resume Summary Example

User experience-centric.

Mentioning your focus on "improving user experience" emphasizes your understanding of the importance of user-centric design in IT. This shows that you appreciate the role of IT as a service provider within the business, and that you strive to ensure that the end-user's needs are met.

Project involvement

By discussing your "implementation of a new ITSM tool", you highlight your involvement in important projects. This can demonstrate to prospective employers your experience in project management and your ability to contribute to major initiatives.

Cost efficiency

When you mention "managing IT assets", and how it reduced hardware costs, you're showcasing your ability to work efficiently and save money. This could be a deciding factor for many companies looking to hire an efficient and cost-conscious IT professional.

IT Support Analyst Resume Summary Example

Displaying technical expertise.

When you talk about "managing system upgrades and software installations", you're letting employers know about your technical expertise. This is a crucial skill for an IT Support Analyst and mentioning it in your summary shows that you know your stuff.

Showcasing impact

A powerful way to demonstrate your value is to quantify your accomplishments like how you "increased system efficiency by 30%". It gives employers a sense of the tangible impact you've had in your previous roles. This could make you an attractive prospect to hiring managers looking for someone who can deliver similar results.

Highlighting soft skills

By stating that you have a record of "providing training to non-technical staff", it demonstrates your ability to communicate complex information in an understandable way. It shows that you can bridge the gap between IT and the rest of the business, a critical skill in today's tech-driven business environment.

IT Support Specialist Resume Summary Example

Articulate your commitment to customer service.

By focusing on "providing excellent customer service", you show recruiters that you understand the importance of user satisfaction in IT support roles. This customer-centric approach is likely to resonate with employers.

Demonstrate your ability to improve processes

A "60% reduction in customer complaints" through a new feedback system shows that you're proactive and capable of improving processes. It reflects an ability to listen to feedback, identify issues and implement changes to enhance customer satisfaction.

Showcase your database management skills

Mentioning your track record in "managing and maintaining large databases" illustrates your technical skills and experience. This is particularly appealing to recruiters as database management is a crucial aspect of IT support jobs.

Junior Desktop Support Analyst Resume Summary Example

Display your problem-solving skills.

By showing that you can "identify and resolve software and hardware issues within a short turnaround time", you display efficiency and expertise. This is a skill highly appreciated by recruiters as it saves organizations time and money.

Show your contribution to large-scale projects

Being part of the "migration of 500+ end users to a new operating system" highlights your ability to work on large-scale projects. It shows you can manage change effectively and contribute to key projects.

Show your ability to thrive under pressure

Stating that you're adept at "working in high-pressure environments" shows that you can keep cool under stress. It's a valued trait in any fast-paced IT environment.

Senior Desktop Support Engineer Resume Summary Example

Highlight your impact on business metrics.

Improving "system uptime by 25% in a Fortune 500 company" lets recruiters know that you understand what metrics matter to the business and that you have the skills to improve them. This kind of achievement sets you apart from other candidates.

Showcase your ability to use tools effectively

Implementing a new diagnostic tool that led to a "40% reduction in problem resolution time" shows your ability to use tech tools effectively to improve outcomes. This shows recruiters that you're not just tech-savvy, but also results-oriented.

Demonstrate leadership skills

Showing that you have a record of "training and leading junior technicians" indicates that you possess leadership qualities. This will make you an attractive candidate for roles that require managing a team or mentoring others.

Technical Support Engineer Resume Summary Example

Demonstrate your infrastructure development skills.

By highlighting your experience in "developing and implementing IT infrastructure", you show that you possess essential skills for a Technical Support Engineer. The ability to develop IT infrastructure is critical for any organization's IT operations.

Highlight your project management skills

Led a team that "successfully completed a critical data migration project ahead of schedule" shows that you've got solid project management skills. Employers value candidates who can lead a team and deliver projects on time.

Demonstrate your ability to manage vendor relationships

Stating that you're adept at "managing vendor relationships" and negotiating contracts to save costs shows that you bring a strategic approach to your work. This will appeal to recruiters as it shows your capability to manage external relationships effectively.

Desktop Support Resume Templates

Cloud engineer.

IT Specialist

Technical Support

Administrative Resume Summary Examples

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• > Research Assistant Summary Examples

Administrative Resume Objective Examples

• > Administrative Assistant Objective Examples
• > Executive Assistant Objective Examples
• > Office Manager Objective Examples
• > Research Assistant Objective Examples

Administrative Resume Guides

• > Administrative Assistant Resume Guides
• > Executive Assistant Resume Guides
• > Office Manager Resume Guides
• > Research Assistant Resume Guides

Thank you for the checklist! I realized I was making so many mistakes on my resume that I've now fixed. I'm much more confident in my resume now.

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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.

Create a Resume in Minutes with Professional Resume Templates

• 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

Read our complete resume writing guides

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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

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