Hard Skills
AdvancedTroubleshootingThe systematic process of identifying, analyzing, and resolving technical malfunctions within hardware, software, or network environments.
AdvancedOperating System ProficiencyComprehensive knowledge of installing, configuring, and maintaining OS environments such as Windows, macOS, and Linux.
IntermediateTicketing System ManagementCompetency in using IT service management (ITSM) tools like Jira, ServiceNow, or Zendesk to track and document support requests.
IntermediateTechnical DocumentationThe ability to write clear instructions, knowledge base articles, and incident reports for both technical and non-technical audiences.
IntermediateNetwork FundamentalsUnderstanding of basic networking concepts including TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.
Soft Skills
IntermediateActive ListeningThe ability to focus entirely on what the user is saying, understanding the technical issue from their perspective, and responding appropriately.
AdvancedEmpathy and PatienceMaintaining a professional and supportive attitude when dealing with frustrated users or complex, repetitive technical problems.