VIP 2nd Line Remote IT Support Specialist

Techary Inc.; Singapore; Remote; SGD 42,000 - 64,000; Full time

Benefits offered by this job

Birthday leave

Vacation days

Healthcare insurance

Learning & Development courses paid

Job summary

Techary is seeking a 2nd Line Support Technician to deliver remote technical support to end users, resolving escalated incidents and ensuring service excellence. You will provide VIP support with discretion and may handle out- of-hours P1 incidents.

You will troubleshoot Windows 10/11, macOS, Microsoft 365, Active Directory, Exchange, and mobile devices, while documenting tickets and collaborating with the TechOps team to improve reliability.

Qualifications

• 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 (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.

Responsibilities

• Resolve 2nd line tickets escalated from the service desk in line with SLAs.
• Provide remote support across Windows, macOS, Microsoft 365, AD, Exchange, and mobile devices.
• Troubleshoot software, operating system, and connectivity issues via remote tools.
• Support account management, access rights, and security permissions.
• Deliver an exceptional customer experience with a service-focused approach.
• Act as escalation point for complex end-user issues.
• Maintain accurate ticket documentation and contribute to the knowledge base.
• Collaborate with TechOps to resolve recurring issues and improve processes.
• Support proactive monitoring and updates to enhance system reliability.
• Identify patterns and propose preventative solutions to reduce repeats.

Skills

2nd line support

Remote support

Windows 10/11

macOS

Microsoft 365

Active Directory

Exchange

VIP support

Remote tools

ITIL familiarity

Tools

HaloPSA

ServiceNow

Freshservice

Entra AD

Intune

Job description

Techary is seeking a 2nd Line Support Technician to deliver remote technical support to end users, resolving escalated incidents and ensuring service excellence. You will provide VIP support with discretion and may handle out- of-hours P1 incidents.

You will troubleshoot Windows 10/11, macOS, Microsoft 365, Active Directory, Exchange, and mobile devices, while documenting tickets and collaborating with the TechOps team to improve reliability.