1st Line Support Technician

at  Techary

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.

ESSENTIAL SKILLS AND QUALIFICATIONS

We expect our technicians to have a competent knowledge or an understanding of the following:

• Microsoft 365 admin
• Windows OS support
• MAC OS support
• Gsuite
• Endpoint security – Anti-virus, malware
• Device build
• VPN configuration and management
• Basic understanding of VOIP & Connectivity
• Backup
• Hardware repairs, break fix competent
• Active directory
• Basic networking understanding
• Basic Info Sec principle understanding

ATTRIBUTES

The suitable candidate will have some IT experience, be competent in being able to manage IT issues and demonstrate an exceptional level of customer service.

• Change and innovation: looking for ways to improve what we do, engaging and adapting to change and being aware of and managing risk
• Delivering results: using and planning the resources you have responsibility for to ensure delivery of agreed plans and priorities
• Problem solving identifying, understanding, resolving and learning from problems
• Accountability: taking responsibility for your actions and behaviour using feedback to learn and develop
• Teamwork: contributing to and supporting your team utilising individual and shared learning and development
• Effective relationships: understanding how your behaviour affects others, showing trust, and collaborating positively
• Two-way communication: understanding and listening to others whilst communicating effectively using appropriate channels

THE ROLE

As a 1st Line Support Technician at Techary, you will work in a vibrant shared environment, helping our customers with their day-to-day issues and providing a range of support functions that in turn help deliver their highly reputable standard of customer service.

DUTIES & RESPONSIBILITIES

• Providing 1st line diagnostics “quick fixes” where appropriate
• Ensuring tickets are updated on a daily basis with all relevant information
• Contacting customers by phone, email and ticketing system efficiently
• Escalating to 2nd and 3rd line technicians as well as assisting with resolution for future knowledge
• Keeping the internal customer knowledgebase up to date
• Documenting new fixes when found
• Resolving customer tickets within the agreed SLA
• To assist the Technical Operations Lead and business with any IT related queries
• Assist on the delivery of projects with senior colleagues