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Top 49 First Leveler Skills

Below we've compiled a list of the most important skills for a First Leveler. We ranked the top skills based on the percentage of First Leveler resumes they appeared on. For example, 11.6% of First Leveler resumes contained Level Support as a skill. Let's find out what skills a First Leveler actually needs in order to be successful in the workplace.

These are the most important skills for a First Leveler:

1. Level Support

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high Demand
Here's how Level Support is used in First Leveler jobs:
  • Ensured overall operation by carefully monitoring software and responding as a first level support.
  • Act as the first point of contact in hardware and network issues before escalating to 2nd level Support if necessary.
  • Served as second level support on technical issues that were not resolved by first level agents.
  • Organized the escalation and resolution of incidents to a higher level support.
  • Forward break/fix open tickets via Remedy to 2nd level support.
  • Provided first level support to Virtual users.
  • Perform write-ups on technical issues and assign to proper workgroups outside the scope of first level support.
  • Provided First Level support to Cherwell Software's customers.

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2. Technical Support

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high Demand
Here's how Technical Support is used in First Leveler jobs:
  • Self-motivated Technical Support Representative with 4 years experience.
  • Provided technical support for hardware/software configurations and applications.
  • Provided technical support within a team environment for software within the call center.
  • Provide first level technical support to teachers, students, and other faculty
  • Provided information and technical support via telephone for users with software problems.
  • Acted as first level of technical support.

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3. Windows XP

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high Demand
Here's how Windows XP is used in First Leveler jobs:
  • Installed and configured Windows XP/Vista operating systems at Arlington campus.
  • Helped migrate more than 50 clients from Windows XP to Windows 8.

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4. Troubleshoot

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high Demand
Here's how Troubleshoot is used in First Leveler jobs:
  • Use remote tools to connect with end-user to assist and troubleshoot Microsoft application and client proprietary software.
  • Network Troubleshooting and Software setup.
  • Answered and documented all calls to the Helpdesk, provided troubleshooting support, and one-on-one support as necessary.
  • Resolve all issues using standard practices, procedures, and company-approved troubleshooting tools and workflow processes.
  • Maintain Cisco Routers and Switches configurations and check logs for troubleshooting using Sys Log Server.
  • Create troubleshooting documents that can befollowed by all users.
  • Network installation and troubleshooting of PCs Addittional responsibilities included managing rollout teams during rollouts: setup of computer stations.

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5. Remote Access

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high Demand
Here's how Remote Access is used in First Leveler jobs:
  • Use remote access to remotely connect and fix software issues.

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6. Hardware Issues

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high Demand
Here's how Hardware Issues is used in First Leveler jobs:
  • Administer and enroll computers with PGP disk encryption * Diagnose hardware issues and send systems for repair with vendor.
  • Track and assist field personnel it resolving hardware issues.

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7. PC Desktops

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high Demand

8. Laser Printers

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high Demand

9. Active Directory

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high Demand
Here's how Active Directory is used in First Leveler jobs:
  • Provided assistance with creating and deleting account with use of Active Directory.

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10. Input Helpdesk

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high Demand

11. Support Helpdesk

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high Demand

12. Customer Service

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high Demand
Here's how Customer Service is used in First Leveler jobs:
  • Maintain an excellent customer service experience for each client who contacts the company.

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13. Backup

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high Demand
Here's how Backup is used in First Leveler jobs:
  • Performed initial program loads and backup systems using established schedules.
  • Served as Backup for store sales Excel spreadsheet posting and reporting to Management.
  • Required to administer multiple servers and create real time backups.
  • Participated in the backup pool of data entry personnel
  • Net Backup production and UAT environment to ensure success of backup job Work with storage provider to track offsite media.
  • Developed and installed new File Server Backup System using (Servedat and Arcserv).

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14. Escalate

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high Demand
Here's how Escalate is used in First Leveler jobs:
  • Followed established troubleshooting procedures and escalated issues to higher technical level support when necessary.
  • Document each incoming call in our ticketing software and escalate tickets if unable to resolve.
  • Enter tickets in Clarify ticketing system and escalated to level III or MIS.
  • Reproduce and escalate reported bugs, test workarounds and patches.
  • Partnered with senior technicians to escalate calls if necessary.

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15. Data Storage

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average Demand

16. Password Resets

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average Demand
Here's how Password Resets is used in First Leveler jobs:
  • Conduct security password resets and step users through changing them.

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17. Mainframe

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average Demand
Here's how Mainframe is used in First Leveler jobs:
  • Developed system to move remaining IT tracking programs from mainframe to PC based system.
  • Saved cost of mainframe maintenance.
  • Reset or respool network and mainframe printers.

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18. Domain

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average Demand
Here's how Domain is used in First Leveler jobs:
  • Assist users with resetting of passwords for domain, application, ldap and mainframe lockout.

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19. Unix

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average Demand

20. Skill Levels

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average Demand

21. SLA

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average Demand
Here's how SLA is used in First Leveler jobs:
  • Monitor incidents entered to ensure 24 SLA is met on low level incidents.
  • Translated and deployed message packs and user documentations in the plant.

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22. LAN

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average Demand
Here's how LAN is used in First Leveler jobs:
  • Configured and managed Cisco 2960 & 500G switch with inter VLAN communications including Static Routing and RIPv2.
  • Build out and expansion of client facing networks in accordance with assigned project plans.
  • Test and installation the Wireless LAN standard Q802.11 b to client.
  • Wan, LAN Cable modems ISDN routers, Meridian home systems, PCMCIA/Xircom Cards.
  • Trouble shooting issues related to Vlans, DHCP, Ether channel and STP.

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23. User Accounts

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average Demand
Here's how User Accounts is used in First Leveler jobs:
  • Migrated user accounts in to the new Active Directory domain.

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24. Internet

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average Demand
Here's how Internet is used in First Leveler jobs:
  • Provided connectivity (LAN, Internet) troubleshooting and support for approximately 3,500 users.

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25. Linux

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average Demand

26. Interface Programs

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average Demand
Here's how Interface Programs is used in First Leveler jobs:
  • Prepared the MD20, MD50, MD60, MD70 for the custom forms / reports and interface programs.

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27. Network Printers

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average Demand

28. CRM

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average Demand
Here's how CRM is used in First Leveler jobs:
  • Support and train Centre and Home office end-users on CRM system and operational policy and procedures to help reduce repeat occurrences.

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29. End-User Training

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average Demand

30. Patch Panels

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low Demand
Here's how Patch Panels is used in First Leveler jobs:
  • Install cables to patch panels and switches.

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31. Private First Class

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low Demand

32. Computer Hardware

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low Demand

33. APR

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low Demand

34. VPN

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low Demand
Here's how VPN is used in First Leveler jobs:
  • Assisted in deploying Cisco VPN to user.

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35. JAN

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low Demand

36. SME

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low Demand
Here's how SME is used in First Leveler jobs:
  • SAP Sales and Distribution and Supply Chain Management team Subject Matter Expert (SME).
  • Reduced user callback rate by 10% through accurate assessment of root causes.
  • Created SOP for CMDB (ITIL) and applied to SME team structure.

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37. Itil

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low Demand
Here's how Itil is used in First Leveler jobs:
  • Service Now (Snow) was used as a ticketing system, well versed in ITIL practices & workflow.
  • Key Accomplishments Successfully implemented ITIL Processes; Incident, Service Request, Change and Knowledge Management.

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38. AIX

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low Demand

39. IVR

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low Demand
Here's how IVR is used in First Leveler jobs:
  • Administer ShoreTel ACD and IVR Phone system.

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40. Multiple Locations

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low Demand

41. Desktop

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low Demand
Here's how Desktop is used in First Leveler jobs:
  • Integrated and standardized desktops for over 300 users across multiple geographical locations across Nigeria.
  • Provided deployment end user support for Windows XP, Windows 7, MS Office 2007 and other desktop software.
  • Create MS Outlook profile, offline folders and personal folders for both desktop and remote laptop users.
  • Installed and repaired hardware and software issues; performed advanced management of desktops and laptops.
  • Support of all Microsoft and standard desktop applications along with proprietory applications for rig management, maintenance and personnel accountability.
  • Manage, add, remove, activate, upgrade and configure users and devices thru Blackberry Enterprise Server and desktop software.
  • Provide assistance with desktop/vdesk/ispace/ system password reset and unlocking account with the use of Active Directory.

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42. Tcp/Ip

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low Demand

43. Conference Calls

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low Demand

44. Business Communication

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low Demand

45. Special Projects

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low Demand
Here's how Special Projects is used in First Leveler jobs:
  • Support internal business processes; client billing, time-tracking, client satisfaction, report generation, special projects, operational updates.
  • Participated in special projects, software upgrades for quality assurance and ease of use.

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46. Technical Problems

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low Demand

47. Lotus Notes

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low Demand
Here's how Lotus Notes is used in First Leveler jobs:
  • Performed software testing of new versions of Lotus Notes 6 and 6.5.

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48. Communication Skill

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low Demand

49. Information Technology

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low Demand

First Leveler Jobs

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20 Most Common Skills For A First Leveler

Level Support

15.7%

Technical Support

8.3%

Windows XP

7.4%

Troubleshoot

6.4%

Remote Access

6.4%

Hardware Issues

6.1%

PC Desktops

5.8%

Laser Printers

5.1%

Active Directory

5.1%

Input Helpdesk

4.8%

Support Helpdesk

4.8%

Customer Service

4.8%

Backup

3.2%

Escalate

2.6%

Data Storage

2.6%

Password Resets

2.6%

Mainframe

2.6%

Domain

1.9%

Unix

1.9%

Skill Levels

1.9%
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Typical Skill-Sets Required For A First Leveler

Rank Skill
1 Level Support 11.6%
2 Technical Support 6.1%
3 Windows XP 5.4%
4 Troubleshoot 4.7%
5 Remote Access 4.7%
6 Hardware Issues 4.5%
7 PC Desktops 4.3%
8 Laser Printers 3.8%
9 Active Directory 3.8%
10 Input Helpdesk 3.5%
11 Support Helpdesk 3.5%
12 Customer Service 3.5%
13 Backup 2.4%
14 Escalate 1.9%
15 Data Storage 1.9%
16 Password Resets 1.9%
17 Mainframe 1.9%
18 Domain 1.4%
19 Unix 1.4%
20 Skill Levels 1.4%
21 SLA 1.4%
22 LAN 1.4%
23 User Accounts 1.4%
24 Internet 1.2%
25 Linux 1.2%
26 Interface Programs 1.2%
27 Network Printers 1.2%
28 CRM 0.9%
29 End-User Training 0.9%
30 Patch Panels 0.9%
31 Private First Class 0.9%
32 Computer Hardware 0.9%
33 APR 0.9%
34 VPN 0.9%
35 JAN 0.7%
36 SME 0.7%
37 Itil 0.7%
38 AIX 0.7%
39 IVR 0.7%
40 Multiple Locations 0.7%
41 Desktop 0.7%
42 Tcp/Ip 0.7%
43 Conference Calls 0.7%
44 Business Communication 0.7%
45 Special Projects 0.7%
46 Technical Problems 0.7%
47 Lotus Notes 0.7%
48 Communication Skill 0.7%
49 Information Technology 0.7%
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