2nd Line Support Technician

About the role

Techary provides technology procurement, implementation and support services to customers ranging from start-ups to global enterprises. As a 2nd Line Support Technician you will deliver remote technical support to end users, resolve escalated incidents from the service desk and ensure service excellence, including high-quality VIP support and sensitive, high-priority issues. You may occasionally provide out-of-hours support for Priority 1 incidents.

Key responsibilities

• 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
• Deliver high-touch, discreet support to VIP and executive users and act as escalation point for complex issues
• Maintain accurate ticket documentation and contribute to the knowledge base
• Work with the TechOps team to resolve recurring issues and improve processes
• Identify patterns and propose preventative solutions, and contribute to technical projects and process documentation

Required profile

• Proven experience in a 2nd line or remote support role within an MSP or enterprise environment
• Ability to handle sensitive or VIP support requests professionally
• Excellent communication and customer-service skills
• Willingness to provide occasional out-of-hours support for P1 incidents

Required skills

• Windows 10/11, macOS, Microsoft 365, Active Directory and Exchange
• Remote support and ticketing tools such as HaloPSA, ServiceNow or Freshservice
• Desirable: ITIL and SLA-driven environments, Entra ID, Intune or Endpoint Manager; certifications such as CompTIA A+/N+, Microsoft Modern Desktop Administrator Associate or ITIL Foundation

What we offer

• Birthday as an additional day of leave
• 22 paid vacation days
• Healthcare insurance
• Paid learning and development courses (Microsoft, Cisco, etc.)