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 HR@becrypt.com (please include the Job Reference number in your email subject line for filtering).
Tier 2 Customer Support Engineer employer: Becrypt Ltd
Becrypt is an excellent employer that fosters a collaborative and innovative work culture, offering a hybrid working model in London with the flexibility of remote work. Employees benefit from comprehensive support packages, including private medical insurance, generous annual leave, and opportunities for professional growth through hands-on experience in a dynamic environment. With a focus on employee well-being and development, Becrypt provides a rewarding career path for those passionate about technology and customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 2 Customer Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work at Becrypt or similar companies. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service scenarios. Think of examples from your past experiences that showcase your problem-solving abilities and how you’ve handled tricky situations.
✨Tip Number 3
Don’t forget to research Becrypt! Knowing their products, services, and company culture will help you tailor your responses during the interview and show that you’re genuinely interested in being part of the team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and really keen on joining us at Becrypt.
We think you need these skills to ace Tier 2 Customer Support Engineer
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 fit into 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 how your background makes you a great fit for the Tier 2 Customer Support Engineer role. Let us know what excites you about working with us!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application showcases your excellent communication skills. Keep it clear, professional, and friendly – we love a good chat, even in writing!
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 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 Scenario-Based Questions
Expect questions that put you in real-life situations, like handling escalated calls or troubleshooting complex issues. Practise how you would approach these scenarios, focusing on your problem-solving skills and teamwork.
✨Demonstrate Your Willingness to Learn
Becrypt values a genuine interest in technology, so be ready to discuss how you keep your skills updated. Mention any recent courses, certifications, or personal projects that showcase your commitment to continuous learning.
