Hard Skills
IntermediateTechnical TroubleshootingThe ability to systematically identify, diagnose, and resolve hardware and software malfunctions or user errors.
IntermediateIT Service Management (ITSM) ToolsProficiency in using ticketing systems like ServiceNow, Jira Service Management, or Zendesk to track and document incidents.
IntermediateNetwork Connectivity SupportKnowledge of TCP/IP, DNS, DHCP, and VPN configurations to resolve user connection issues.
IntermediateOperating System AdministrationConfiguring, updating, and managing end-user environments in Windows, macOS, or Linux.
IntermediateRemote Desktop SupportUsing tools like RDP, TeamViewer, or LogMeIn to take control of a user's machine to perform repairs from a distance.
Soft Skills
AdvancedCustomer Service ExcellenceProviding professional and empathetic assistance to end-users while managing expectations and ensuring satisfaction.
IntermediateActive ListeningFully concentrating on what is being said to understand the user's technical problem before responding.
IntermediateKnowledge ManagementThe ability to create, update, and maintain clear technical documentation and 'how-to' guides for the knowledge base.