Tier 2 Technical Support Engineer

Job Purpose:

Becrypt are 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.

Key Responsibilities:

* 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

Essential Skills:

* 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

Desirable:

* 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

Package & discretionary benefits:

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

Pension scheme

Life cover 4 x salary

Season ticket loan

Salary exchange benefits (ride2work, pension)

Subsidised gym membership

Employee referral scheme

Role will be subject to an employment screening process and will require security clearance
Only candidates based in UK and eligible to work in UK are allowed