Job Description

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 Internal Desktop Support Technician, you will be primarily responsible for delivering onsite technical support to our internal Techarians, resolving escalated incidents from the junior technician, 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

Onsite/Remote Technical Support & Troubleshooting

Resolve 1st/2nd line tickets escalated from the junior technician within SLA Provide onsite and remote support across Windows, macOS, Microsoft 365, Active Directory, Entra AD, Exchange, and mobile devices Troubleshoot software, operating system, and connectivity issues via remote tools Support account management, access rights, and security permissions Management and upkeep of Internal MDM systems Intune/Jamf Daily checks and upkeep of AV solutions in both Orpington and London (Cisco + Teams) Escalation of internal Infosec and Network support tickets where required

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 Maintain asset management across End User Devices at Techary

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 Continuously evolve the internal service operation through automation recommendations and streamlining of manual tasks

Essential Skills

Proven experience in a 2nd line support role within an enterprise environment Strong knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory/Entra AD, 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 Technical projects exposure such as device rollouts, Windows upgrades Maintenance of asset management systems

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 Scripting knowledge (Powershell/Bash)

Benefits

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




Employee benefits include:




25 days leave per annum Birthday as an additional day's leave Support for Professional Training (Microsoft, Cisco etc) Private Medical Insurance, including gym discounts, dentist and optical cashback schemes Free breakfast, snacks and drinks Lunch provided Friday




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.