{"id":3972884,"url":"https://alion.io/job/techary-1st-line-support-technician","title":"1st Line Support Technician","company":{"id":688977,"name":"Techary","domain":"techary.com","url":"https://alion.io/company/techary","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":90,"open_postings":12,"ghost_share":0.083,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":128,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Orpington, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"OneDrive","optional":false},{"name":"Outlook","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false},{"name":"Azure","optional":true},{"name":"DHCP","optional":true},{"name":"DNS","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-01-20T11:04:45Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T22:21:25Z","board_verified":true,"closed_at":null,"days_open":293,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":293},"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. \nOur 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.\nOur 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.\nTechary 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.\n\nThe Role\nAs a 1st Line Support Engineer, you will be the first point of contact for our managed service customers, delivering professional, friendly, and effective technical support. This role is critical to our service delivery model and customer experience.\nYou will handle incoming incidents and service requests, resolve common technical issues, and ensure all tickets are logged, triaged, and progressed in line with SLAs. For more complex issues, you will work closely with 2nd and 3rd line engineers, gaining exposure to a wide range of technologies and environments.\nThis is an ideal role for someone who thrives in a fast-paced MSP environment, is passionate about customer service, and is hungry to learn and progress quickly.\nKey Responsibilities:\nService Desk Support & Ticket Management\nAct as the first point of contact for customer support requests via phone, email, and ticketing system\nLog, triage, prioritise, and manage incidents and service requests in line with SLAs\nResolve common 1st line issues efficiently while maintaining high customer satisfaction\nEnsure accurate, clear, and consistent ticket documentation\nTechnical Support\nProvide 1st line support across:- Windows 10/11 and macOS\n- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)\n- User account management (Active Directory / Entra ID)\n- Basic networking and connectivity issues\n- Printers, peripherals, and end-user devices\n\nPerform password resets, user onboarding/offboarding tasks, and access requests\nEscalate complex issues to 2nd line with high-quality diagnostics and context\nCustomer Experience & Communication\nDeliver a friendly, professional, and confident customer experience at all times\nSet clear expectations with customers around resolution times and next steps\nRepresent the company’s values and service standards in every interaction\nHandle high-volume support requests while maintaining attention to detail\nCollaboration & Continuous Improvement\nWork closely with 2nd and 3rd line engineers to ensure smooth escalation and resolution\nContribute to the knowledge base by documenting common fixes and procedures\nIdentify recurring issues and suggest improvements to processes or tooling\nActively engage in training and development to expand technical capability\n\nEssential Skills:\nPrevious experience in a 1st line support or service desk role\nPrevious experience within an MSP environment is highly desirable\nStrong customer service mindset with excellent communication skills\nWorking knowledge of:- Windows 10/11\n- Microsoft 365\n- Active Directory / Entra ID (basic user management)\n\nExperience using ticketing systems (e.g. HaloPSA, ServiceNow, Freshservice, ConnectWise)\nAbility to work effectively in a fast-paced, SLA-driven environment\nDesirable Skills:\nMSP experience supporting multiple customers and environments\nExposure to Intune, Azure AD, or endpoint management tools\nBasic understanding of networking concepts (DNS, DHCP, VPNs)\nRelevant certifications such as:- CompTIA A+ / Network+\n- Microsoft Fundamentals (MS-900, AZ-900)\n\nA clear desire to progress into 2nd line and beyond\nBenefits\nAt Techary, we embrace a family culture and believe in working as a team to overcome any challenge we face.\nEmployee benefits include:\nBirthday as a free day holiday.\nSocial events run throughout the year.\nFree breakfast, snacks and drinks.\nLunch provided Friday.\n\nJob Type: Permanent\nEqual Opportunities & Diversity Policy\nTechary 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.\nFull details of Techary’s Equal Opportunity Policy are available upon request.","description_format":"text","description_chars":4748,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-11-09T16:51:35Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"Licensed UK visa sponsor (Scale-up, Skilled Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Scale-up; Skilled Worker","cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":{"score":12,"band":"cold","label":"Long shot","p_open":1,"p_active":0.429,"p_room":0.28,"age_days":293,"expected_fill_days":128,"reasons":["conf:3","win:tail","crowd:"],"computed_at":"2026-11-10T02:08:15Z"},"pay":null,"html_url":"https://alion.io/job/techary-1st-line-support-technician","json_url":"https://alion.io/job/techary-1st-line-support-technician.json","meta":{"generated_at":"2026-11-10T02:08:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5028,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":688977},"rest":"https://alion.io/mcp/rest/get_company?id=688977"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftechary-1st-line-support-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftechary-1st-line-support-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftechary-1st-line-support-technician"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/techary-1st-line-support-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftechary-1st-line-support-technician"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3972884}},{"tool":"search_jobs","arguments":{"company":"techary.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3972884},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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