Are you looking to write your perfect 1st Line Support CV?
A 1st line support engineer or technician is responsible for providing initial technical assistance and troubleshooting to end-users, addressing and resolving issues related to hardware, software and IT systems.
In the competitive field of IT support, your CV is your first opportunity to make a lasting impression on potential employers. It has to be perfect to get shortlisted!
In this article, we’ll guide you through the process step by step, offering valuable tips and examples to ensure your CV stands out and gets you more job interviews. Let’s get started!
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.
Achievements
Over two years of relevant work experience
2:1 degree in Software Engineering from the University of Brighton
Full, clean driving license
Education
2012 – 2015
BSc Software Engineering
University of Brighton
Grade 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 Levels
Alton College
2003 – 2010 Results: 8 GCSEs at Grades A*-C including Maths (A*) and English (B)
GCSEs
Barnfield Secondary School
Work experience
Oct 2015 – Present
1st 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 computers, 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 2015
Helpdesk 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
Qualifications
Level 3 N.V.Q. Employability Skills
Level 2 European Computer Driving Licence (ECDL) – BCS
E-typing Course – Rochdale Training
Skills
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.
References
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]
Preview
What makes this CV good and effective?
Personal details: The candidate provides clear and concise personal details at the top of the CV, including full name, contact information and a professional email address. It does not contain any irrelevant personal details such as date of birth, gender, marital status or nationality.
Personal profile: The personal profile is well-crafted, providing a brief summary of the candidate’s skills, experience, and career objectives. It is tailored to the 1st line support role, showcasing a solid understanding of the job requirements.
Structure and format: The CV follows a clean and organised structure with clear headings for each section, making it easy for the reader to navigate. A consistent and professional font is used throughout, enhancing readability.
Content: The candidate focuses on relevant qualifications, highlighting certifications and technical skills essential for the 1st line support role.
Use a clean and professional design: Adopt a clean, easy-to-read layout with a professional font to ensure your CV is visually appealing and accessible. A well-designed CV reflects your professionalism and makes it easy for employers to navigate your information.
Tailor your CV to the job description: Customise your CV for each application by aligning your skills and experience with the specific requirements of the 1st line support role.
Highlight relevant skills: Utilise the top section of your CV to showcase key technical skills, such as proficiency in troubleshooting hardware and software issues. This instantly informs employers of your capabilities in addressing common IT challenges.
Emphasise technical certifications: Highlight relevant certifications, such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate, to demonstrate your technical expertise. Certifications act as tangible proof of your proficiency and commitment to staying current in the IT field.
Proofread thoroughly: Conduct a meticulous proofread to eliminate any grammatical errors or typos, ensuring a polished and professional document. A well-proofread CV reflects your attention to detail and commitment to delivering high-quality work.
In your CV, the personal details section is where you provide essential information about yourself. Include your full name, contact details such as phone number and email address, and your professional profiles, like LinkedIn.
Avoid including unnecessary personal information like date of birth or marital status.
In the personal profile section of your CV, you provide a snapshot of who you are professionally. It’s crucial as it’s the first thing employers read, offering them insight into your skills, experience, and what makes you a valuable candidate.
Aim to concisely highlight your key achievements, skills and career goals, giving employers a compelling reason to delve further into your CV.
Dedicated 1st Line Support professional with over three years of experience delivering efficient IT solutions. Proven track record in swiftly resolving hardware and software issues, ensuring minimal disruption for end-users. Adept at translating technical jargon into user-friendly language, fostering positive customer interactions. Holds a CompTIA A+ certification, reflecting a commitment to maintaining current technical expertise. Enthusiastic about embracing emerging technologies and contributing to a seamless IT support environment.
Achievements
In the achievements section of your CV, you showcase your standout moments and successes in a bullet-point format. This is your chance to demonstrate the tangible impact you’ve had in your career, making it easier for employers to see the value you bring to the table.
Include key accomplishments such as awards, promotions, significant projects, academic achievements or any other milestones that highlight your skills and contributions.
Example:
Achieved Distinction in ITIL Foundation Certification.
Successfully implemented a system update, reducing downtime by 30%.
Volunteered for local IT workshops, educating community members on basic troubleshooting.
Promoted to Senior Support Technician within two years of joining the company.
Successfully trained and mentored three junior support staff members.
Employment history
In this section, you detail your work history, outlining your roles, responsibilities and achievements to provide a comprehensive overview of your professional experience.
Include various types of roles such as full-time positions, part-time jobs, internships, voluntary work, temporary assignments and freelance projects in the employment section to showcase a diverse range of experiences.
Focus on concisely articulating your job responsibilities, emphasising achievements and using action verbs to convey the impact of your contributions.
Oct 2019 – Present
1st Line Support Technician Tech Solutions Ltd.
Main duties and responsibilities performed:
Provided prompt and effective IT support to end-users, resolving hardware and software issues.
Collaborated with cross-functional teams to implement system updates and enhancements.
Conducted user training sessions, improving overall team IT literacy.
Contributed to a 20% reduction in ticket resolution time through proactive troubleshooting.
Achievements: Received the Employee of the Month recognition for consistently exceeding service level expectations.
Providing first-line assistance: Delivering prompt and effective support to end-users for hardware and software issues.
Troubleshooting technical problems: Identifying and resolving IT-related issues, ensuring minimal disruption to workflow.
User training: Conducting training sessions to enhance team members’ IT literacy and proficiency.
Ticket resolution: Efficiently managing and resolving support tickets within agreed service level agreements.
System updates: Collaborating on the implementation of system updates and enhancements.
Documentation: Maintaining accurate records and documentation of support activities.
Proactive monitoring: Implementing systems for proactive monitoring to identify and address potential issues.
Collaboration: Working closely with cross-functional teams to address complex technical challenges.
Knowledge sharing: Contributing to the development and sharing of knowledge within the support team.
Customer satisfaction: Ensuring high levels of customer satisfaction through effective communication and problem resolution.
Educational background
The education section of your CV is a snapshot of your academic journey, presented in reverse chronological order, with your most recent qualifications at the top.
Start with your university degree (if you have one) and work backwards. Include qualifications like degrees, A-Levels, GCSEs, diplomas or any other relevant certifications.
Don’t include any outdated, insignificant or irrelevant jobs.
Example:
Sep 2016 – Jul 2019
Bachelor of Science in Computer Science
University of Hallam
Degree achieved: Upper Second Class (2:1).
Subjects Studied:
IT Systems
Programming Fundamentals
Network Administration
Database Management
Sep 2014 – Jul 2016 Results: Computer Science: A, Mathematics: B, Physics: B.
A-Levels
Hallam College
Qualifications & training
In this section, showcase your commitment to professional growth by listing relevant vocational training and qualifications in addition to your formal education.
Highlight certifications such as CompTIA A+ or ITIL Foundation that demonstrate your expertise in 1st line support, providing a comprehensive overview of your skills and dedication to staying current in the field.
Example:
Level 3 NVQ Diploma in IT User Skills – City & Guilds
BTEC Level 4 Diploma in Information Technology – Pearson
CompTIA A+ Certification – CompTIA
Microsoft Certified: Windows 10 – Microsoft
ITIL Foundation Certification – Axelos
Cisco Certified Network Associate (CCNA) – Cisco Systems
City & Guilds Level 2 Certificate in IT User Skills – City & Guilds
OCR Level 3 Cambridge Technical Certificate in IT – OCR
A-levels: Computer Science, Mathematics, and Physics – XYZ College
Skills and abilities
In the skills section of your 1st line support CV, you should highlight your key proficiencies and capabilities relevant to the role. This is your opportunity to showcase to potential employers the specific technical and interpersonal skills that make you a valuable candidate.
Include a mix of technical skills such as proficiency in IT systems, troubleshooting abilities and familiarity with relevant software, along with interpersonal skills like effective communication, customer service and problem-solving.
Proficient in diagnosing and resolving hardware and software issues, demonstrated through a consistent track record of achieving an 85% or higher first-call resolution rate in previous roles.
Excellent customer service skills, showcased by consistently receiving positive feedback from users for clear communication and prompt issue resolution.
Strong knowledge of ITIL practices, as evidenced by the successful implementation of ITIL principles in streamlining service desk operations, resulting in a 20% increase in overall efficiency.
Skilled in troubleshooting network connectivity problems, with a proven ability to quickly identify and resolve issues, reducing downtime for end-users by 30%.
Customer service excellence: Demonstrating a commitment to providing exceptional service to end-users and resolving their issues promptly.
Communication skills: Clearly conveying technical information to non-technical users, ensuring a smooth understanding of solutions.
Problem-solving: Exhibiting strong analytical skills to identify and resolve technical issues efficiently.
Active listening: Paying careful attention to users’ concerns, ensuring a thorough understanding of the problems they are facing.
Patience: Maintaining a calm and patient demeanour when dealing with frustrated or non-tech-savvy users.
Technical troubleshooting: Proficiently diagnosing and resolving hardware and software issues to ensure minimal downtime.
Ticketing systems: Experience in utilising ticketing systems to log, track, and manage user requests and incidents.
Remote support: Capable of providing effective technical assistance to users remotely, ensuring swift issue resolution.
User training: Providing user training on basic IT procedures and preventive measures to reduce recurring issues.
IT security awareness: Knowledgeable about basic cybersecurity practices to safeguard user information and company data.
Hobbies and interests (optional)
Your CV’s hobbies section offers a glimpse into your personality and can help you stand out.
Including relevant hobbies can showcase qualities such as teamwork and technical abilities. For example, mentioning participation in team sports demonstrates your collaborative spirit, while engaging in coding projects outside of work highlights your passion for technology and continuous learning.
Keep it concise, focusing on activities that reflect positively on your professional attributes.
Example:
In my leisure time, I actively engage in collaborative online coding projects, showcasing my passion for technology and problem-solving. Being an avid participant in local football leagues has honed my teamwork and communication skills, which seamlessly translate into my ability to work harmoniously in a support team. These activities not only contribute to my personal growth but also reinforce the collaborative and solution-oriented approach I bring to my role in 1st line support.
Referees
The referees section of your CV contains contact details for individuals who can vouch for your professional skills and character.
They can be former supervisors, colleagues or mentors who are familiar with your work and can offer valuable perspectives on your abilities and work ethic.
Just ensure that you seek permission from your chosen references before including their contact details on your CV.
Quantify achievements: Quantify your impact by stating specific achievements, such as reducing ticket resolution time by a certain percentage or successfully implementing new support protocols.
Use action verbs: Utilise dynamic action verbs, also known as CV key words, like “implemented,” “resolved,” and “collaborated” to convey a sense of accomplishment and initiative in your job responsibilities.
Tailor the hobbies section: Tailor your hobbies and interests section to align with the role, for example, mentioning involvement in coding projects or tech-related communities to reinforce your passion for IT.
Include industry key words: Incorporate relevant industry keywords in your CV, ensuring it aligns with the language commonly used in the 1st line support field and increasing the likelihood of passing through applicant tracking systems.
Demonstrate user training experience: Showcase any experience you have in providing user training, illustrating your ability to educate users on basic IT procedures and preventive measures.
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).
