Techary · 9 hours ago
1st Line Support Technician
United States
Full-time
Remote
New Grad, Entry LevelTechary is an innovative company that redefines how customers procure, implement, and support their technology. As a 1st Line Support Technician, you will serve as the first point of contact for managed service customers, providing effective technical support and ensuring high customer satisfaction through efficient incident management and communication.
Information Technology
Responsibilities
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
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
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
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
Qualification
Required
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
Working knowledge of Microsoft 365
Working knowledge of 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
Preferred
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+
Relevant certifications such as Microsoft Fundamentals (MS-900, AZ-900)
A clear desire to progress into 2nd line and beyond
Benefits
Birthday as a free day holiday.
Social events run throughout the year.
Free breakfast, snacks and drinks.
Lunch provided Friday.
Company
Techary
From startups through to global enterprises, we help our customers procure, implement and support technology, across the world.
Founded in 2012
51-200 employees
Funding
Current Stage
Growth StageRecent News
2023-07-13
Startup Amsterdam
2022-07-27
Company data provided by crunchbase