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.
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.