IT Technician CV — ATS-Ready Guide

Lead with the systems you actually supported: Windows 10/11 administration, Active Directory user management, and Microsoft 365 operations such as Exchange Online mailbox permissions and SharePoint access. Mention Group Policy (GPO) actions you performed, like enforcing password policies or mapping network drives, so recruiters can verify depth quickly. Include at least one remote-access troubleshooting example using VPN connectivity and basic DNS/DHCP diagnostics to show you can resolve access failures, not just “log tickets”. Where possible, add an outcome metric such as achieving 95%+ SLA on incidents recorded in ServiceNow or Jira Service Management.

Describe your day-to-day using ITSM tooling: ServiceNow, Freshservice, or Jira Service Management, including how you triage incidents, update ticket notes, and manage asset details. State your typical workload in tickets/month and your impact on KPI outcomes like first-time fix rate and SLA compliance. Show escalation discipline by explaining what you resolved at 1st/2nd line and what you escalated to 3rd line (for example, system rebuilds, VMware host issues, or complex network changes). Use ITIL terminology appropriately—incidents, changes, knowledge articles—to demonstrate process competence alongside technical troubleshooting.

Prove networking competence with examples of VLAN segmentation, Wi-Fi authentication issues, and VPN access troubleshooting using TCP/IP diagnostics and connectivity tests. Mention common root-cause techniques such as verifying DNS resolution, checking DHCP lease behaviour, and validating firewall rules during remote access incidents. If you supported enterprise Wi-Fi, include the relevant workflow—resetting network credentials, verifying device profiles, or coordinating with network teams for access point configuration changes. Where you can, include a KPI such as reducing repeat incidents by improving cabling or correcting DNS records, and tie it back to the ticket system you used.

Include endpoint lifecycle work such as SCCM/Configuration Manager imaging, software deployment, and patch compliance for Windows endpoints. If you used Intune, state how you applied policies, handled device compliance, and supported enrolment troubleshooting for users moving to cloud-managed devices. Reference security-driven maintenance actions like deploying updates outside business hours, remediating certificate issues, or resetting browser configurations after policy changes. Add one quantifiable detail—such as supporting 30+ new starters per month or processing an imaging queue within agreed timeframes—to make your contribution credible.