Tier 2 Customer Support Engineer

Hybrid:
London/ Remote with Occasional Customer Site Visits Purpose

Becrypt is seeking a motivated and customer-focused Tier 2 Customer Support Engineer to join our Service Desk team. In this role, you will provide second-line technical support, troubleshoot complex issues, and collaborate with internal teams and customers to ensure reliable and high-quality service delivery. You will play a key role in maintaining system performance and improving support processes. You will report to the Service Desk Manager for technical direction and guidance.

• Accurately log tickets in Becrypt’s ticketing system
• Ensure that a high level of customer service and support is provided in line with agreed SLAs
• Provide assistance and support to colleagues in IT related matters
• Provide proactive and preventative maintenance solutions and technical advice to reduce recurring incidents
• Escalate problems where necessary to management or third-party suppliers
• Undertake small to medium-sized operational projects
• Diagnose and resolve technical issues
• Handle escalated calls from first/second line members
• Liaise with System Administrators
• Provide support to users via telephone, email and remote tools
• Assist with the creation, maintenance, and improvement of technical documentation and knowledge base articles
• Ad-hoc on-site visit may be required
• Be available for 24/7 on-call support on a rotational basis, when required
• Ability to multitask, prioritise tasks and work well under pressure
• Confident, clear and professional telephone manner
• Excellent written and verbal communication skills
• 2 years’ experience in a similar role
• A genuine interest in technology and a willingness to learn
• Working proactively as part of a team or alone
• Experience in Application Support
• Knowledge of
  • Linux
  • Microsoft Windows Server Management
  • SQL
  • Mac/iOS
  • VMWare
• Exposure to, and support of, cloud-based services:
  • Microsoft Office 365
  • Microsoft Azure/ Intune
• 25 days annual leave plus an additional 2 days after 2 years’ service
• 5 days additional holiday purchase available
• Private medical insurance
• Heath cashback plan with Healthshield
• Season ticket loan
• Salary exchange benefits (ride2work, pension)
• Subsidised gym membership

Role will be subject to an employment screening process and will require security clearance.

If this sounds like you, and you’re looking for your next exciting challenge, we’d love to hear from you. Please get in touch.

You can email us your CV using (please include the Job Reference number in your email subject line for filtering). Or Contact Us for further information.