Level 1/2 Support Technician

Professional Summary

Dedicated IT Support Technician with over 8 years of experience in providing comprehensive technical support and troubleshooting for a variety of systems and applications. Proven ability to resolve complex technical issues quickly and efficiently. Adept at working in fast-paced environments and providing exceptional customer service.

Key Skills

• Technical Support & Troubleshooting
• Hardware & Software Installation
• Network Configuration & Maintenance
• Customer Service & Communication
• Problem-Solving & Critical Thinking
• Knowledge of Operating Systems (Windows, Linux, macOS)
• Remote Support Tools (e.g., TeamViewer, Remote Desktop)
• ITIL Framework Understanding
• Ticketing Systems (e.g., ServiceNow, Jira)

Professional Experience

L2 Support Technician – 2 years 
Leading US MSP

• Provide second-level support for hardware, software, and network issues for end-users.
• Diagnose and resolve technical issues using remote support tools.
• Escalate complex problems to higher-level support teams when necessary.
• Document and track issues in the ticketing system to ensure timely resolution.
• Conduct root cause analysis and implement solutions to prevent recurring issues.
• Assist in the training and mentoring of junior support technicians.

L1 Support Technician – 3 years 
Accenture (Various Clients)

• Respond to user inquiries via phone, email, and ticketing system.
• Troubleshoot and resolve basic hardware, software, and network problems.
• Install and configure operating systems and applications.
• Provide guidance and support to users on best practices.
• Maintain accurate records of support activities and resolutions.
• Collaborate with other IT teams to ensure seamless service delivery.

IT Intern – 1yr
Local MSP

• Assisted with the setup and deployment of new hardware and software.
• Provided basic technical support and troubleshooting for end-users.
• Conducted routine maintenance and updates on systems and applications.
• Shadowed senior technicians to gain hands-on experience.

Education

Bachelor of Science in Information Technology

Certifications

• CompTIA A+
• ITIL Foundation
• Microsoft Certified: Azure Fundamentals

Technical Proficiencies

• Operating Systems: Windows, Linux, macOS
• Software: Microsoft Office Suite, VMware, Cisco AnyConnect
• Networking: TCP/IP, DNS, DHCP, VPN
• Tools: ServiceNow, Jira, TeamViewer, Remote Desktop