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
Support technician CV sample
Looking for ideas on writing your support technician CV? Here’s an example to learn from:
How to write an IT support CV
Writing your CV doesn’t need to be a struggle. Here we outline the top tips to target your CV for an IT support role.
1. Emphasise both technical and interpersonal skills
IT support roles demand a balance of hard skills and people skills. Ensure your CV clearly highlights both so that employers know you can handle the technical duties of the role while also managing your work and communicating with others:
Here are some common technical skills to highlight on your CV:
- Troubleshooting hardware, software, and connectivity issues
- Experience with Helpdesk or Service Desk ticketing systems (e.g., Jira, ServiceNow)
- Proficiency in multiple operating systems (Windows, MacOS, Linux, ChromeOS)
- Device and workstation set-up and deployment (including cabling and peripherals)
- Mobile device management (MDM) systems
You should also highlight certain soft skills on your IT support CV, by writing them into your personal statement and the bullet points of your work experience section:
- Clear verbal and written communication (especially for explaining tech to non-experts)
- Patience and empathy when dealing with users
- Strong organisational and multitasking abilities
- Time management and prioritisation
- Logical problem solving under pressure
2. Include industry-recognised qualifications
Qualifications help prove you have the skills you say you have, which is useful in the competitive IT industry. These roles usually require specific qualifications, so include a qualifications section near the top of your CV.
Relevant qualifications might include:
- CompTIA A+ / Network+
- ITIL Foundation
- Microsoft Certified: Modern Desktop Administrator Associate
- Cisco Certified Network Associate (CCNA)
- Apple Certified Support Professional (ACSP)
Check the job listing to see which qualifications are required for the role you want, and make sure you list the ones you have at the top of your qualifications list.
3. Tailor your IT support CV to the job description
If you write a generic CV to apply for multiple positions, it’s hard to make it stand out. Take the time to adjust your CV for each application by:
- Matching your skills and experience to the specific duties and tech stack in the job advert
- Using the same keywords and phrases found in the job description (e.g., ‘first-line support’, ‘incident resolution’, ‘SLA adherence’)
- Highlighting your ability to work within different team structures or company cultures (e.g., remote support, onsite roles, or hybrid settings)
4. Quantify your achievements
Where possible, use numbers and data to give employers a clear picture of the achievements on your CV. Here are some examples:
- Resolved 40+ tickets per week, maintaining a 95% satisfaction rate
- Deployed 200+ new workstations across 3 UK office locations
- Reduced average first response times by 20% by streamlining ticket triage processes
IT support job outlook in 2025 — things to know
According to the UK Earnings Explorer provided by the Office for National Statistics (ONS), IT support specialists in the UK earn an average annual salary of £47,608, with similar pay levels for both men and women.
The ONS also notes that this role faces a skills shortage, with 61.15% of employers reporting difficulties filling similar vacancies.
To strengthen your CV for a data analyst role, highlight these key qualifications and licences:
- Network+ certification
- CompTIA A+ certification
- ITIL Foundation certification
- Microsoft certifications
- Cisco certifications
- Cyber security qualifications (e.g. CISSP, CEH)
If you’re missing any of these qualifications, consider enrolling in a course, training programme, or work-based learning scheme to boost your profile.
More CV & Cover Letter Examples:
