At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for our customers.
- Company: Join Becrypt, a forward-thinking tech company with a focus on customer service.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and subsidised gym membership.
- Other info: Hybrid work model with opportunities for career growth and learning.
- Why this job: Be part of a dynamic team and make a real difference in tech support.
- Qualifications: 2 years experience in a similar role and a passion for technology.
The predicted salary is between 30000 - 40000 £ per year.
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, health 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.
Tier 2 Customer Support Engineer in London employer: Becrypt Ltd
Becrypt is an exceptional employer that values its employees by fostering a collaborative and innovative work culture. With a hybrid working model in London, employees enjoy the flexibility of remote work while also having opportunities for professional growth through hands-on experience in technical support and operational projects. The company offers a comprehensive benefits package, including generous annual leave, private medical insurance, and subsidised gym memberships, making it an attractive place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 2 Customer Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Becrypt on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. Make sure you can confidently discuss your experience with Linux, SQL, and cloud services. We want to see that you're not just a tech whiz but also a great communicator!
✨Tip Number 3
Show off your problem-solving skills during the interview. Be ready to tackle some hypothetical scenarios related to customer support. We love candidates who can think on their feet and come up with creative solutions!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows you’re genuinely interested in the role and appreciate the opportunity to chat with the team.
We think you need these skills to ace Tier 2 Customer Support Engineer in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your technical support experience and any relevant projects you've worked on. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about technology and customer support. Share specific examples of how you've tackled challenges in previous roles, and let us know why you want to join Becrypt.
Show Off Your Communication Skills:Since this role involves liaising with customers and internal teams, make sure your written application showcases your excellent communication skills. Keep it clear, concise, and professional – we love a well-structured application!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Becrypt Ltd
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around Linux, Microsoft Windows Server Management, and SQL. Be prepared to discuss specific scenarios where you've diagnosed and resolved technical issues, as this will show your hands-on experience.
✨Showcase Your Customer Service Skills
Since this role is all about providing top-notch customer support, think of examples where you've gone above and beyond for a customer. Highlight your ability to communicate clearly and professionally, especially over the phone or via email.
✨Prepare for Problem-Solving Questions
Expect questions that test your troubleshooting skills. Practice explaining your thought process when diagnosing issues and how you prioritise tasks under pressure. This will demonstrate your ability to handle escalated calls effectively.
✨Familiarise Yourself with the Company Culture
Research Becrypt and understand their values and mission. Being able to align your answers with their culture will show that you're not just a fit for the role, but also for the team. Plus, it’ll help you ask insightful questions at the end of the interview!
