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Technical Support Resume Sample & Job Description [20 Tips]

Technical Support Resume Sample & Job Description [20 Tips]

Do you need help writing your tech support resume? Our guide offers Tier 3-level support to fix up your resume and help you to land that interview.

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Technical Support Resume Sample

 

Linda E. Hubbard

CompTIA A+ Certified IT Support Technician

linda.hubbard@gmail.com

901-833-6388

linkedin.com/in/lindahubbard

 

Summary of Qualifications

 

Personable and knowledgeable IT support technician with over 4 years of experience assisting customers with various hardware and software related issues. Provided in-depth technical support to clients at a Tier 2 level, solving 99.2% of issues without transferring to Tier 3 support. Seeking to provide expert technical support to enterprise organizations as the L3 tech support engineer at QuantX Group.

 

Work Experience

 

IT Technical Support Specialist L2/Tier 2
January 2017–November 2019
Jones Software Group, Memphis, TN

Key Qualifications & Responsibilities

  • Coordinated with Level 1 technical support specialists to take over calls outside their level of support.
  • Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length.
  • Escalated support desk tickets to Level 3 in the most crucial circumstances and after considerable time had been spent on a single ticket.
  • Onboarded and trained all incoming junior tech support specialists.

Key Achievements

  • Solved 99.2% of Level 2 tech support tickets without needing to escalate to Level 3 tech support engineers.

 

Technical Support Specialist L1/Tier 1
October 2015–December 2016
Memphis Media Menagerie, Memphis, TN

Key Qualifications & Responsibilities

  • Supported customers with basic technical support for current and past software releases.
  • Assisted clients with general support for hardware, peripherals, network connections, and external software.
  • Escalated help desk tickets to Level 2 / Tier 2 support when outside the scope of L1/T1 technician support.

 

Education

 

Bachelor of Science in Computing and Security Technology

Drexel University, Philadelphia, PA

Graduation: 2015

Relevant Coursework: Computing and Informatics Design, Database Management Systems, Responding to Technological Failures and Concerns, Web Systems and Services, Information Security Management, Systems Analysis and Design, Database Design and Implementation.

 

Key Skills

 

  • Software Troubleshooting & Problem Solving
  • Phone & Email Technical Support
  • BMC Helix IT Service Management (ITSM) Software 
  • Communication & Interpersonal Skills
  • Creative Thinking Skills

 

Certifications

 

  • Google IT Support Professional Certificate
  • AppleCare Mac Technician (ACMT)
  • HDI Customer Service Representative (HDI-CSR) Certification
  • Microsoft Certified Solutions Associate (MCSA)

 

Memberships

 

  • Help Desk Institute (HDI)
  • The Association of Support Professionals (ASP)
  • Technology Services Industry Association (TSIA)
  • Network and Systems Professionals Association (NASPA)

 

Languages

 

  • Norwegian: Intermediate Working Proficiency

 

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Christian Eilers
Christian is a career expert who has been writing for Zety since 2017. From job hunting to acing interviews to settling in on the first days at a new career, his guides cover the entire career spectrum.
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