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 Senior 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.