{"id":1464422,"url":"https://alion.io/job/techary-2nd-line-support-technician","title":"2nd 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":"C","score":60,"open_postings":12,"ghost_share":0.667,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-09T06:01:00Z"}},"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":{"min_usd":35000,"max_usd":72000,"period":"year","method":"role_country_seniority_unknown","sample_n":55},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true},{"name":"SLI/SLO/SLA","optional":true}],"status":"closed","first_seen_at":"2026-04-23T13:31:15Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-09T11:44:37Z","board_verified":false,"closed_at":"2026-10-09T11:44:37Z","days_open":168,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":167},"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 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.\nYou 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.\nDuties & Responsibilities \nRemote Technical Support & Troubleshooting\nResolve 2nd line tickets escalated from the service desk in line with SLAs\nProvide remote support across Windows, macOS, Microsoft 365, Active Directory, Exchange, and mobile devices\nTroubleshoot software, operating system, and connectivity issues via remote tools\nSupport account management, access rights, and security permissions\nCustomer Service & VIP Support\nDeliver an exceptional customer experience with a service-focused approach\nProvide tailored, high-touch support to VIP and executive users, ensuring rapid resolution and discretion\nAct as point of escalation for complex or persistent end-user issues\nService Delivery & Collaboration\nMaintain accurate ticket documentation and contribute to the knowledge base\nWork with the wider TechOps team to resolve recurring issues and improve processes\nSupport proactive monitoring and updates to enhance system reliability\nContinuous Improvement\nIdentify patterns and propose preventative solutions to reduce repeat incidents\nContribute to technical projects, deployments, and process documentation\nChampion best practices in customer service and remote support delivery\nEssential Skills\nProven experience in a 2nd line or remote support role within an MSP or enterprise environment\nStrong knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, and Exchange\nSkilled in using remote support and ticketing tools (e.g., HaloPSA, ServiceNow, Freshservice)\nDemonstrated ability to handle sensitive or VIP support requests with professionalism\nExcellent communication and interpersonal skills with a strong customer-service orientation\nWillingness to provide occasional out-of-hours support for P1 incidents\nDesirable Skills\nFamiliarity with ITIL practices and SLA-driven environments\nExposure to Entra AD, Intune, or Endpoint Manager\nCertifications such as CompTIA A+/N+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation\n\nBenefits\nAt Techary, we embrace a family culture and believe in working as a team to overcome any challenge we face.\nEmployee benefits include:\n25 days leave per annum\nBirthday as an additional day's leave\nSupport for Professional Training (Microsoft, Cisco etc)\nPrivate Medical Insurance, including gym discounts, dentist and optical cashback schemes \nFree breakfast, snacks and drinks \nLunch provided Friday\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":4467,"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":["Health insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Human Resources"],"lifecycle":[{"event":"open","at":"2026-09-29T14:11:04Z"},{"event":"close","at":"2026-10-09T11:44:37Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"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":"2026-10-08T06:20:15+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/techary-2nd-line-support-technician","json_url":"https://alion.io/job/techary-2nd-line-support-technician.json","meta":{"generated_at":"2026-10-10T00:58:57Z","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","counted_by":"address","units_charged":1,"used_today":1536,"day_limit":5000,"remaining_today":3464,"minute_limit":60,"resets_at":"2026-10-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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-2nd-line-support-technician"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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-2nd-line-support-technician"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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-2nd-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-2nd-line-support-technician\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftechary-2nd-line-support-technician"}]}