Technical Support Specialist CV Example

On a technical support specialist CV, employers want to see fast resolution times, satisfaction scores and technical skill together. The example below shows how to present ticketing and SLA metrics with concrete numbers. Just tailor it to your own experience.

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Sample Technical Support Specialist CV

Oliver Hughes

Senior Technical Support Specialist

Manchester, UK

Summary

Technical support specialist with 5 years of 1st- and 2nd-line experience, consistently exceeding SLA targets. Strong in troubleshooting Windows and Linux environments, remote desktop support and customer satisfaction. I enjoy explaining complex technical issues in plain language.

Experience

Senior Technical Support Specialist · Netbil IT Services Ltd

Mar 2022 – Present
  • ›Handled an average of 40 support tickets a day and raised first-contact resolution from 68% to 82%.
  • ›Kept SLA response time under 30 minutes on critical tickets, lifting annual customer satisfaction to 94%.
  • ›Wrote 60+ knowledge base articles for recurring issues, cutting 1st-line ticket volume by 20%.

Technical Support Specialist · Anderson Software Ltd

Jul 2019 – Feb 2022
  • ›Resolved 25+ user issues a day remotely via TeamViewer and AnyDesk with no on-site visit required.
  • ›Improved the ticket prioritisation flow in Jira Service Management, reducing the pending ticket backlog by 35%.

Skills

Windows Server / Linux troubleshootingJira Service Management & Zendesk ticketingTeamViewer, AnyDesk remote desktopSLA tracking and prioritisationActive Directory administrationNetworking fundamentals (TCP/IP, DNS, DHCP)Knowledge base documentation

Education

HND Computer Programming · Manchester Metropolitan University (2016 – 2018)

What to Highlight in a Technical Support Specialist CV

  • ✓Always give metrics like first-contact resolution rate, average resolution time and satisfaction score as numbers.
  • ✓Name the ticketing tools (Jira, Zendesk, Freshdesk) and remote desktop software you know explicitly.
  • ✓State clearly whether you provided 1st- or 2nd-line support — employers want to see the level immediately.
  • ✓Highlight your certifications (ITIL, CompTIA A+, Microsoft) in a separate section.
  • ✓Add an example (knowledge base, training) showing you can explain technical terms in plain language.

Technical Skills

  • •Ticketing systems (Jira, Zendesk)
  • •Windows and Linux troubleshooting
  • •Remote desktop (TeamViewer, AnyDesk)
  • •Active Directory and DNS/DHCP
  • •SLA management and prioritisation
  • •Networking basics (TCP/IP)

Soft Skills

  • •Patience and empathy
  • •Clear communication
  • •Calm under pressure
  • •Openness to learning

Common Mistakes

  • ✕Using vague phrases like "fixed computers" with no tools or metrics.
  • ✕Not stating your certifications and support level.
  • ✕Skipping measurable outcomes like customer satisfaction.

Frequently Asked Questions

Which metrics should I highlight on a technical support CV?

Foreground first-contact resolution rate, average resolution/response time, SLA compliance percentage and customer satisfaction score. These numbers show your performance directly to the employer.

Can I apply for technical support roles without certifications?

Yes, but CompTIA A+, ITIL Foundation or a basic Microsoft certification strengthen your application. Without one, describe your hands-on experience and the types of issues you resolved with concrete examples.

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→ Technical Support Specialist Interview Questions & Answers

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