Techary - 2nd Line Support Technician
Requirements
• Proven experience in a 2nd line or remote support role within an MSP or enterprise environment • Strong knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, and Exchange • Skilled in using remote support and ticketing tools (e.g., HaloPSA, ServiceNow, Freshservice) • Demonstrated ability to handle sensitive or VIP support requests with professionalism • Excellent communication and interpersonal skills with a strong customer-service orientation • Willingness to provide occasional out-of-hours support for P1 incidents • Familiarity with ITIL practices and SLA-driven environments • Exposure to Entra AD, Intune, or Endpoint Manager • Certifications such as CompTIA A+/N+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation
Responsibilities
• Remote Technical Support & Troubleshooting • Resolve 2nd line tickets escalated from the service desk in line with SLAs • Provide remote support across Windows, macOS, Microsoft 365, Active Directory, Exchange, and mobile devices • Troubleshoot software, operating system, and connectivity issues via remote tools • Support account management, access rights, and security permissions • Customer Service & VIP Support • Deliver an exceptional customer experience with a service-focused approach • Provide tailored, high-touch support to VIP and executive users, ensuring rapid resolution and discretion • Act as point of escalation for complex or persistent end-user issues • Service Delivery & Collaboration • Maintain accurate ticket documentation and contribute to the knowledge base • Work with the wider TechOps team to resolve recurring issues and improve processes • Support proactive monitoring and updates to enhance system reliability • Continuous Improvement • Identify patterns and propose preventative solutions to reduce repeat incidents • Contribute to technical projects, deployments, and process documentation • Champion best practices in customer service and remote support delivery
Benefits
• At Techary, we embrace a family culture and believe in working as a team to overcome any challenge we face. • Birthday as an additional days leave • 22 paid Vacation days • Healthcare insurance • Learning & Development courses paid (Microsoft, Cisco etc) • Job Type: Permanent • Equal Opportunities & Diversity Policy • Techary is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make the best use of their skills, free from discrimination or harassment and in which all decisions are based on merit. • Full details of Techary’s Equal Opportunity Policy are available upon request.
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