1st Line Support CV Template + Tips and Download - CV Plaza

1st Line Support Engineer CV Template + Tips and Download

author Sobhan Mohmand, Career Expert         date 12 Nov 2020

Tip: Use the 1st Line Support CV Template below as an example to help you write your own personal and fully-tailored CV.

Adrian Baker

266 Dudley Road
Mob: 079 6377 6785       Email: [email protected]

Personal profile statement

I am a hardworking and dedicated 1st Line Support Engineer with a passion to for working within the IT Industry. I have over two years’ experience of providing technical assistance within a customer-facing environment. I have a “can-do” attitude; I never give up until I have found a solution to a problem, and I have practical knowledge of both software programs and hardware systems. I would now like to utilise the skills and experience gained from my previous work experience to further my career in providing IT services and to become a valuable asset to your organisation.


  • Over two years’ of relevant work experience
  • 2:1 degree in Software Engineering from the University of Brighton
  • Full, clean driving license


2012 – 2015BSc Software EngineeringUniversity of BrightonGrade achieved: [2:1]

Relevant Modules:

  • Introduction to requirement analysis
  • Information technology platforms
  • Graduate and professional development
  • System analysis and troubleshooting
  • Web application development
  • Software verification and validation
  • Process requirements and analysis engineering

2010 – 2012
Results: IT: A Sociology: B Maths: B
A LevelsAlton College
2003 – 2010
Results: 8 GCSEs at Grades A*-C including Maths (A*) and English (B)
GCSEsBarnfield Secondary School

Work experience

Oct 2015 – Present1st Line Support Analyst       Cleverbox Ltd.

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

Feb 2014 – Sept 2015Helpdesk Support Technician       Hagley Council

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


  • Level 3 N.V.Q. Employability Skills
  • Level 2 European Computer Driving Licence (ECDL) – BCS
  • E-typing Course – Rochdale Training


  • IT: Extensive knowledge of systems, networking, hardware and software
  • Problem-solving: Excellent ability to identify and resolve complex issues
  • Communication: Ability to communicate with both technical and non-technical people

Hobbies and interests

During my spare time, I enjoy repairing and upgrading my personal PCs and IT systems at home. I also enjoy volunteering for charity work and reading non-fiction books to expand my knowledge.


Mr William Sanders
IT Support Manager, Cleverbox Ltd.
Address: 2 Arnold St, Chester, CHE8 1DQ
Tel: 0773 5744 7853
Email: [email protected]
Mrs Cathy Alexander
Technical Executive, Hagley Council
Address: 9 Milk Rd, Leeds, LK1 3YE
Tel: 0964 6722 4500
Email: [email protected]

Please note: the above CV Example is presented in the UK format and layout.





Click here to download the above CV Sample (blank).

COLLECTION: You may also want to browse through our collection of Free CV Templates and download any of the editable CVs to create your own (available in Microsoft Word format and convertible to PDF).


  • People Skills: Working as a 1st Line Support specialist means that you will constantly be dealing with people on a daily basis, including fellow engineers, IT managers and system users. It is, therefore, highly advisable that besides your technical skills and abilities, you should also dedicate a part of your CV to your passion and enthusiasm for working with people on your CV and resolving their day-to-day technical difficulties.

Good Luck!

Written by Sobhan Mohmand
Sobhan is a qualified Careers Advisor and Professional CV Writer with over 10 years of experience in helping job seekers get a job. He is a Member of the Careers Development Institute (CDI) and is listed on the official UK Register of Career Development Professionals. He holds a Level 6 Diploma in Career Guidance and Development (QCF).


    £18.000 – £25.000
    Degree or Relevant Work Experience
    37+ hours per week


  • Communication Skills
    Ability to communicate effectively with both technical and non-technical people
  • Computing Skills
    Excellent knowledge and expertise in IT, including the ability to install, repair and upgrade IT systems
  • Troubleshooting
    Ability to identify and solve technical problems as a matter of urgency
  • Attention to Detail
    Ability to achieve thoroughness and accuracy in a given task
  • Customer Service
    Providing expert advice and assistance to users
  • Teamwork
    Working with others in a supportive and constructive manner

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