1st Line Support Engineer CV Template + Tips and Download

Main duties performed:

• Providing 1st line technical support to customers via telephone, email, face-to-face and remotely
• Answering customer questions and general enquiries
• Logging customer and employee queries on the tracking system
• Ensuring that users are kept up to date at all times
• Updating the tracking system when an issue has been escalated or resolved
• Training customers and new employees to use computer programs and systems
• Maintaining IT equipment, including computer, laptops, printers and projectors
• Diagnosing and resolving software and hardware faults
• Assembling, installing, configuring and upgrading computer systems
• Helping to manage servers, routers and switches
• Liaising with IT Engineers to find solutions in a timely and effective manner
• Dealing with network and internet connectivity issues
• Performing routine upgrades and upgrades on existing systems
• Updating and installing security software on computers
• Escalating unresolved issues to 2nd Line Support Technicians when required
• Relaying complex problems or queries to the IT manager
• Setting up new users on Active Directory with the correct credentials and permissions
• Performing daily, weekly and monthly backup duties
• Ordering stock, e.g. toner cartridges, PC replacement parts, cables, etc.
• Ensuring damaged parts are safely disposed of
• Assisting with the software tests and helping to manage various projects
• Ensuring health and safety guidelines are maintained during the set-up of IT equipment for presentations
• Gaining an in-depth understanding of a range of business information systems

Main duties performed:

• Being the first point of contact for any IT queries or technical issues
• Installing and updating software on clients’ computers
• Troubleshooting and resolving hardware issues
• Logging and reporting any major problems to the manager
• Performing general admin duties