At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for customers.
- Company: Join Becrypt, a tech company focused on customer satisfaction and innovation.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and subsidised gym membership.
- Other info: Dynamic team environment with opportunities for professional growth and development.
- Why this job: Make a real difference by improving system performance and enhancing customer experiences.
- Qualifications: 2 years of experience in technical support and a passion for technology.
The predicted salary is between 30000 - 40000 £ per year.
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
- Health 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.
Tier 2 Technical Support Engineer in London employer: Becrypt Ltd
Becrypt is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where teamwork and innovation thrive. With comprehensive benefits including private medical insurance, generous annual leave, and opportunities for professional development, employees are empowered to excel in their roles while enjoying a healthy work-life balance. Located in a dynamic environment, Becrypt fosters a collaborative atmosphere that encourages continuous learning and career advancement, making it an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 2 Technical Support Engineer in London
✨Tip Number 1
Get to know the company inside out! Research Becrypt's products and services, and understand their customer support philosophy. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your troubleshooting skills! Since you'll be dealing with complex issues, brush up on your technical knowledge related to Linux, Windows Server, and cloud services. Being able to demonstrate your problem-solving abilities can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current or former Becrypt employees on LinkedIn. Ask them about their experiences and any tips they might have for landing a role in the Service Desk team. Personal connections can make a huge difference!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and serious about joining the Becrypt family.
We think you need these skills to ace Tier 2 Technical Support Engineer in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Tier 2 Technical Support Engineer role. Highlight your relevant experience, especially in customer support and technical troubleshooting. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about technology and how you can contribute to our team. Keep it professional but let your personality come through – we love a bit of character!
Showcase Your Communication Skills:Since excellent written and verbal communication is key for this role, make sure your application reflects that. Use clear language and structure your documents well. We want to see that you can communicate effectively with both customers and colleagues.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining our team at Becrypt!
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 how you've tackled complex issues in the past and be ready to demonstrate your troubleshooting skills.
✨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 clear communication style and how you handle pressure while maintaining professionalism.
✨Familiarise Yourself with the Company
Do a bit of homework on Becrypt and their services. Understanding their products and the challenges they face will help you tailor your answers and show that you're genuinely interested in the role and the company.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you'd handle specific situations, like an escalated call or a technical issue. Practise your responses to these scenarios, focusing on your problem-solving approach and teamwork skills.
