Your 1st line Support CV must show your ability to provide first line support across day-to-day business-as-usual IT operations.
1st line Support staff take ownership of all requests, guiding them to successful completion while delivering best-in-class customer service. Your CV must therefor show any prospective employers that you are an individual with strong technical troubleshooting abilities, a passion for technology, and a commitment to delivering outstanding customer service.
Your CV is the first real chance you have of making an immediate impact on a recruiter, meaning it has to be well written, targeted and easy to read. At it’s core it must show employers your understanding of animal physiology, nutrition and medicine.
Potential employers can see tens or even hundreds of CVs for every vacancy they advertise. So, when writing your CV keep it short, but with enough details to paint a descriptive picture of your skill at working well under pressure and juggles multiple priorities in a busy queue without dropping the ball. Don’t forget to mention that your strong knowledge of Windows desktop operating systems, configuration, and troubleshooting.
This page will show you the duties, responsibilities, and skills that should be included in a 1st line Support CV.
By: Iejaz Uddin – Updated: 21 October 2026
1st line Support CV template
Maxine Corry
Address
T: 0044 123 456 7890
E: [email protected]
PERSONAL SUMMARY
Maxine can manage and maintain user accounts, permissions, and access within Active Directory and Microsoft 365 Online. She is a passionate and hard working individual who has excellent analytical and problem-solving skills, with the ability to diagnose technical issues and deliver effective solutions. A real professional who has experience of providing a responsive, customer-focused support to users across the business. Has the strong problem-solving skills needed to play a key role in resolving IT issues, maintaining high levels of customer satisfaction.
In her current role she has become a generalist with a broad understanding of technical procedures and products. On a personal level she takes a calm and methodical approach when things go wrong. Right now, she is looking to develop their career within a supportive and forward-thinking company.
CAREER HISTORY
1ST LINE SUPPORT – Start Date – Present
Employers name – Location
Responsible for providing first-line technical support to colleagues across the firm via telephone, email, remote support and in person.
Duties;
- Troubleshooting and resolving first-line technical issues involving software, hardware, network, and other IT systems
- Setting up and configuring end-user devices, including laptops, desktops, mobile devices, and peripherals.
- Logging, prioritising and resolving IT support requests through the helpdesk system.
- Resetting passwords and maintaining user permissions.
- Liaising with third-party suppliers where required.
- Diagnosing and resolving Microsoft 365, hardware, software and network issues
- Keeping customers regularly updated on their open tickets in line with our service level expectations.
- Managing user accounts within Office365 and allocating licenses.
- Installing and configuring software, printers and peripherals.
- Visiting customer sites to diagnose and resolve technical issues.
- Escalating more complex issues to 2nd or 3rd line teams.
- Flagging repeat issues for further investigation.
JOB TITLE – Start Date – End Date
Employers name – Location
KEY SKILLS AND COMPETENCIES
Professional
- Using remote tools such as MDM, Remote control & Chat to resolve user requests.
- Communicating technical information in straightforward language.
- Ability to follow documentation and standard processes.
Personal
- Happy to work a variety of shifts including weekends.
AREAS OF EXPERTISE
Logging support tickets
Resetting passwords
Installing updates
Problem solving
User Administration
ACADEMIC QUALIFICATIONS
University name – Degree details Study Dates
College name – Qualifications Study Dates
School name – Subjects / Grades Study Dates
REFERENCES
Available on request.
1st line support CV example
How write a 1st line Support CV
Support staff are responsible for handling customer inquiries on daily support issues like time-sensitive queries, customers’ common challenges and FAQs. Your knowledge of all of these need to be included in your CV. You have to show the recruiter you have the attention to detail needed in order to be comfortable speaking with people at all levels and able to explain technical issues clearly without unnecessary jargon.
It must provide an introduction to you as a prospective employee who has practical working knowledge of Microsoft Windows, Microsoft 365, Teams, Outlook, endpoint devices, mobile devices, printers, Wi-Fi and common business applications. Stick to the basics and tell them about your knowledge of ITIL, incident, problem and change management. Additionally, your CV has to be written in a way that is easy for a human eye to read and clear enough for a ATS to scan for keywords and phrases that it is searching for.
This article provides examples, templates, and tips to craft a CV that hits the mark.
Areas to focus on when writing your 1st line support CV:
- Answering support queries via phone, email and fax.
- Helping to resolve hardware or software problems.
- Your excellent telephone manner.
- Knowledge of the latest call logging software.
- Good Microsoft / MS Office skills.
- understanding of Network and Hardware Support.
1st Line Support cover letter example
More IT and technology based CV templates:
Technical support executive CV