2nd Line Support Technician

Techary redefines the way customers procure, implement, and support their organisations' technology, providing an innovative alternative to the traditional Managed Service Provider (MSP) / Value-Added Reseller (VAR) approach.

Our concept, “Technology, done differently”, embodies our belief that the way our customers consume and utilize technology should innovate at the same pace as the technology itself.

Our customers range from small start-ups to global enterprises. From designing, deploying and managing infrastructure stacks within low-latency financial trading environments, to relocating the headquarters of a global fintech firm, our operations span multiple markets, industries and geographies.

Techary have helped customers scale their operations globally, gain an advantage in financial markets, enabled mission-critical projects and, most importantly, implemented technology that delivers alpha-accelerating business transformation.

The Role

As a 2nd Line Support Technician, you will be primarily responsible for delivering remote technical support to end users, resolving escalated incidents from the service desk, and ensuring service excellence at every stage. The role requires strong technical ability, but equally a customer-first mindset, with particular emphasis on providing high-quality VIP support and handling sensitive or high-priority issues.

You will play a key part in ensuring smooth resolution of technical challenges while representing the company’s reputation for professionalism, responsiveness, and care. On occasion, you may also be required to provide out-of-hours support for Priority 1 (P1) incidents.

Duties & 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

Essential Skills

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

Desirable Skills

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

Benefits

At Techary, we embrace a family culture and believe in working as a team to overcome any challenge we face.

Employee benefits include:

Birthday as an additional PTO

401K – 100% matching up to $5,000

20 paid Vacation days

Healthcare insurance

Learning & Development courses paid (Microsoft, Cisco etc)

Opportunity to work throughout the USA and internationally

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.