Ensure your CV format is structured to best highlight your unique experience and life situation.

IT Support CV Template (Text Format)

PERSONAL STATEMENT

Senior 2nd Line Specialist with 5+ years of experience providing 1st and 2nd line IT support in public- and private-sector organisations. Possess multiple Microsoft and Cisco certifications and a BSc in Information Technology Management. Have deep knowledge of software and hardware configuration and change methodology as well as excellent communication and interpersonal skills. Seeking to improve data security and enhance business efficiency at [Company Name].

WORK EXPERIENCE

Onebright, Lancaster
2nd Line Specialist, October 2022–Present

  • Perform hardware installations, including configuring and releasing software updates
  • Upgrade existing IT infrastructure and implement system security enhancements
  • Repair and replace faulty hardware components
  • Provide solutions to 10+ customer tickets daily with a 97% success rate
  • Improved help desk ticket system by reducing response times by 17%
  • Won ‘Team Player of the Quarter’ recognition in Q2 2023

Digital Waffle, Leicestershire
1st Line Specialist, June 2020–September 2022

  • Handled IT service training for 15 new employees
  • Conducted troubleshooting of software such as Microsoft Office Suites 2018, Windows 10, Active Directory, and Windows Exchange 2016
  • Provided support for Apple devices, including iPhones, MacBooks, and iMacs
  • Trained end users to operate hardware and software applications correctly
  • Resolved 98% of IT issues within SLA time frames

Vero HR Ltd, Baldock
Help Desk Analyst, September 2018–May 2020

  • Developed an efficient ticketing system that helped increase customer satisfaction score by 20%
  • Captured 10+ leads and resolved 20+ customer complaints daily using effective chatbots
  • Recorded and tracked customer information for use by data scientists to identify patterns and trends, increasing sales by 34%
  • Worked with 2 2nd-line support specialists to facilitate the easy tracking of support tickets
  • Integrated intelligent routing to direct client queries to the correct agent, thereby improving customer experience

EDUCATION & CERTIFICATIONS

University of Wolverhampton (2015–2018)

BSc (Hons) Information Technology Management, Upper second class honours (2:1)

Relevant Modules: Hardware and Software Systems, Systems Acquisition and Management, Internet Software Architecture, Computer Systems and Networks, Web Application Development
Dissertation Topic: The Use Cases of IT Structures in Business Change Management in the UK

CERTIFICATIONS

  • Cisco Certified CyberOps Professional (2023)
  • Cisco Certified DevNet Professional (2022)
  • Cisco ASA Firewall — Pending
  • ITIL Foundation — Pending
  • Microsoft 365: Modern Desktop Administrator Associate (2013)
  • MCTIP — Windows Server 2008 Enterprise Administrator (2014)
  • City & Guilds Level 3 Diploma in ICT Systems & Principles for IT Professionals (2015)
  • Google IT Support Professional Certificate (2016)

KEY SKILLS

  • Call log management
  • Knowledge of hardware problems and application viruses
  • Telephone use and remote access
  • Firewall management
  • Networking and cabling
  • Troubleshooting abilities
  • Communication skills
  • Attention to detail
  • Time management
  • Customer service
  • Rapport building

 

HOBBIES & INTERESTS

  • Poker competitions
  • Rugby
  • Teaching computer programming to adults
  • Volunteering at local animal shelters

20 skills to list on your IT support CV

Before you begin writing, make sure you know how to write a CV in a way that best emphasises your strengths.

An IT support job is typically a customer service role that involves helping clients with technical issues they’re having with their computers or other technology products. The support technician troubleshoots the issues and provides the customers with helpful solutions.

As a result, hard skills (or technical abilities learned through training) are imperative in an IT support role. For instance, an IT support specialist should have in-depth knowledge of different software and hardware products to provide professional assistance.

But soft skills — personality traits that help people relate well with others in a work setting— are also necessary because of the job’s customer service focus.

Hard skills can be listed in your skills section, while soft skills should be mentioned in your work experience bullet points, like this:

  • Communicated technical information clearly and concisely to non-technical staff, ensuring they understood the solutions provided and felt comfortable using their devices and software

So when you make your CV for an IT support position, highlight examples of your relevant hard and soft skills, such as the following:

 

  • IT skills
  • Installing and configuring software
  • Maintaining computer networks
  • Updating software
  • Responding to help desk tickets
  • Configuring email clients
  • Critical thinking skills
  • Setting up VPNs
  • Configuring firewalls
  • Troubleshooting internet connections
  • Configuring wireless networks
  • Patience
  • Teamwork
  • Attention to detail
  • Recovering data
  • Analytical abilities
  • Administering databases
  • Management skills
  • Configuring web servers
  • Developing automation scripts

 

Technical skills and industry experience are certainly important, but being personable and having the ability to communicate well is equally imperative to a well-rounded IT support professional. So, make sure your CV strikes the right balance! — Matt Collingwood, Managing Director at VIQU IT Recruitment

Samuel Johns
Written by

Samuel Johns

Samuel Johns is a Certified Professional Resume Writer (CPRW) and senior career counsellor on the CV Genius team, with almost 5 years of experience in the career space. He has helped countless job hunters craft high-quality CVs and cover letters, exceed expectations at interviews, and obtain their dream jobs. Born and raised in County Durham in the beautiful North East of England, he graduated with a BA (Hons) in French Language and Literature from the University of Bristol in 2013 and has worked in Newcastle-upon-Tyne, London, Paris, and Taipei as a French–English translator. He’s determined to use his native English and fluent French skills to help UK and French candidates get the jobs they deserve. In addition to the British and French versions of CV Genius, Samuel’s job-hunt advice has been published on numerous websites, including Careers.org, the University of Warwick, the Enterprisers Project, and HR.com. If you’d like to collaborate, please reach out to Samuel through LinkedIn. Please note, we don’t accept guest posts and won’t reply to such requests.