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 over