2nd Line Support Technician

About the Company

Techary offers a different model for how organizations buy, roll out, and support technology, positioning itself as an alternative to the traditional MSP and VAR setup. The company’s approach is built around the idea that technology services should evolve as quickly as the technology they support.

Its client base includes fast-growing start-ups as well as large multinational businesses. Work can range from building and running infrastructure for low-latency financial trading environments to helping relocate the headquarters of a global fintech company. Techary operates across several markets, industries, and regions, supporting global growth, mission-critical initiatives, and technology-led business transformation.

Role Overview

As a 2nd Line Support Technician, you will provide remote technical assistance to end users, handle escalated issues from the service desk, and help maintain a high standard of service throughout every interaction. The position calls for solid technical troubleshooting ability combined with a strong customer-focused attitude, especially when supporting VIP users and managing sensitive or high-priority cases.

You will contribute to the smooth resolution of technical problems while upholding the company’s standards for professionalism, responsiveness, and care. There may also be occasions when you are asked to assist outside normal working hours for Priority 1 incidents.

Key Responsibilities

• Take ownership of 2nd line tickets escalated from the service desk and resolve them within SLA targets.
• Provide remote support for Windows, macOS, Microsoft 365, Active Directory, Exchange, and mobile devices.
• Investigate and fix software, operating system, and connectivity problems using remote support tools.
• Support user account administration, access control, and security permissions.
• Deliver a polished and responsive service experience for all end users.
• Offer discreet, high-touch assistance to VIP and executive users, with a focus on fast resolution.
• Act as an escalation point for difficult or recurring end-user issues.
• Keep ticket records accurate and up to date, and help improve the knowledge base.
• Collaborate with the wider TechOps team to address repeated issues and refine working processes.
• Assist with proactive monitoring and updates that strengthen system reliability.
• Spot recurring patterns and suggest preventative fixes to reduce repeat incidents.
• Contribute to technical projects, deployments, and process documentation.
• Promote best practices in customer service and remote support delivery.

Required Skills and Experience

• Background in a 2nd line support or remote support position, ideally in an MSP or enterprise setting.
• Strong working knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, and Exchange.
• Hands-on experience with remote support platforms and ticketing systems such as HaloPSA, ServiceNow, or Freshservice.
• Ability to handle sensitive and VIP requests with professionalism and discretion.
• Excellent written and verbal communication skills with a strong service mindset.
• Availability to provide occasional out-of-hours support for Priority 1 incidents.

Preferred Qualifications

• Understanding of ITIL practices and SLA-based support environments.
• Exposure to Entra ID, Intune, or Endpoint Manager.
• Certifications such as CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation.

Benefits

• Birthday leave in addition to standard paid time off.
• 401(k) plan with 100% matching contributions up to $5,000.
• 20 paid vacation days.
• Healthcare insurance coverage.
• Paid learning and development courses, including Microsoft and Cisco training.
• Opportunity to work across the USA and internationally.

Employment Details

This is a permanent full-time role.

Equal Opportunity Commitment

Techary promotes equal opportunity for all employees and applicants. The company aims to provide a workplace free from discrimination and harassment, where hiring and employment decisions are based on merit. Full details of the equal opportunity policy are available on request.