VIP 2nd Line IT Support Technician (Remote)

Techary Inc.; Singapore; On-site; SGD 50,000 - 84,000; Full time

Benefits offered by this job

Birthday as an additional days leave

Job summary

Techary Inc. in Singapore is seeking a 2nd Line Support Technician to deliver remote technical support to end users, resolve escalated incidents from the service desk, and uphold service excellence with a customer-first mindset.

You will handle VIP and executive support, with occasional out-of-hours P1 assistance, while collaborating with the TechOps team to improve processes and knowledge base for reliable IT operations.

Qualifications

• 2nd line or remote support experience in MSP or enterprise
• Strong customer-focused service delivery and VIP support
• Willingness to provide out-of-hours support for P1 incidents
• Familiarity with ITIL practices and SLA-driven environments
• Experience with Windows, macOS, M365, AD, and Exchange

Responsibilities

• Resolve 2nd line tickets escalated from the service desk
• Provide remote support across Windows, macOS, Microsoft 365, Active Directory, Exchange, and mobile devices
• Troubleshoot software, operating system, and connectivity issues via remote tools
• Support account management, access rights, and security permissions
• Deliver VIP and executive-level support with discretion
• 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
• 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
• Proven experience in a 2nd line or remote support role within an MSP or enterprise environment
• Strong knowledge of Windows 10/11, macOS, Microsoft 365, Active Directory, 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
• 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

Skills

Remote technical support

VIP support

Customer-first mindset

Communication

Problem solving

Windows 10/11

macOS

Microsoft 365

Active Directory

Exchange

Education

CompTIA A+

CompTIA Network+

Microsoft Modern Desktop Administrator Associate

ITIL Foundation

Tools

HaloPSA

ServiceNow

Freshservice

Entra AD

Intune

Endpoint Manager

Job description

Techary Inc. in Singapore is seeking a 2nd Line Support Technician to deliver remote technical support to end users, resolve escalated incidents from the service desk, and uphold service excellence with a customer-first mindset.

You will handle VIP and executive support, with occasional out-of-hours P1 assistance, while collaborating with the TechOps team to improve processes and knowledge base for reliable IT operations.