1st Line Support Technician

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 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.

You 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.

This 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.

Key Responsibilities:

Service Desk Support & Ticket Management

• Act as the first point of contact for customer support requests via phone, email, and ticketing system
• Log, triage, prioritise, and manage incidents and service requests in line with SLAs
• Resolve common 1st line issues efficiently while maintaining high customer satisfaction
• Ensure accurate, clear, and consistent ticket documentation

Technical Support

• Provide 1st line support across:
  - Windows 10/11 and macOS
  - Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  - User account management (Active Directory / Entra ID)
  - Basic networking and connectivity issues
  - Printers, peripherals, and end-user devices
• Perform password resets, user onboarding/offboarding tasks, and access requests
• Escalate complex issues to 2nd line with high-quality diagnostics and context

Customer Experience & Communication

• Deliver a friendly, professional, and confident customer experience at all times
• Set clear expectations with customers around resolution times and next steps
• Represent the company's values and service standards in every interaction
• Handle high-volume support requests while maintaining attention to detail

Collaboration & Continuous Improvement

• Work closely with 2nd and 3rd line engineers to ensure smooth escalation and resolution
• Contribute to the knowledge base by documenting common fixes and procedures
• Identify recurring issues and suggest improvements to processes or tooling
• Actively engage in training and development to expand technical capability

Essential Skills:

• Previous experience in a 1st line support or service desk role
• Previous experience within an MSP environment is highly desirable
• Strong customer service mindset with excellent communication skills
• Working knowledge of:
  - Windows 10/11
  - Microsoft 365
  - Active Directory / Entra ID (basic user management)
• Experience using ticketing systems (e.g. HaloPSA, ServiceNow, Freshservice, ConnectWise)
• Ability to work effectively in a fast-paced, SLA-driven environment

Desirable Skills:

• MSP experience supporting multiple customers and environments
• Exposure to Intune, Azure AD, or endpoint management tools
• Basic understanding of networking concepts (DNS, DHCP, VPNs)
• Relevant certifications such as:
  - CompTIA A+ / Network+
  - Microsoft Fundamentals (MS-900, AZ-900)
• A clear desire to progress into 2nd line and beyond

Benefits

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

Employee benefits include:

• Birthday as a free day holiday.
• Social events run throughout the year.
• 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.