At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for customers.
- Company: Join Becrypt, a forward-thinking tech company focused on customer satisfaction.
- Benefits: Enjoy competitive pay, flexible working hours, and opportunities for professional growth.
- Other info: Be part of a dynamic team with opportunities for career advancement.
- Why this job: Make a real difference by ensuring high-quality service delivery and system performance.
- Qualifications: Experience in technical support and strong problem-solving skills are essential.
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
Tier 2 Technical Support Engineer employer: Becrypt Ltd
Becrypt is an exceptional employer that prioritises employee development and a collaborative work culture, making it an ideal place for a Tier 2 Technical Support Engineer. With a strong focus on customer service excellence, employees benefit from ongoing training opportunities and the chance to work on diverse projects that enhance their technical skills. Located in a dynamic environment, Becrypt fosters innovation and teamwork, ensuring that every team member feels valued and empowered to contribute to the company's success.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 2 Technical Support Engineer
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Becrypt on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills. We should be ready to troubleshoot common issues on the spot, as well as discuss how we’ve handled complex problems in the past.
✨Tip Number 3
Show off our customer service skills! Be ready to share examples of how we’ve gone above and beyond for customers. It’s all about demonstrating that we can provide top-notch support.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets noticed. Plus, we can keep an eye on any updates or new roles that pop up.
We think you need these skills to ace Tier 2 Technical Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Tier 2 Technical Support Engineer role. Highlight relevant experience and skills that match the job description, like troubleshooting and customer service. 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 technical support and how your background makes you a great fit for Becrypt. Keep it concise but engaging – we love a good story!
Showcase Your Problem-Solving Skills:In your application, don’t forget to mention specific examples of how you've diagnosed and resolved technical issues in the past. We’re looking for those who can think on their feet and provide proactive solutions, so let us know how you’ve done this before!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Becrypt!
How to prepare for a job interview at Becrypt Ltd
✨Know Your Tech Inside Out
Make sure you brush up on the technical skills relevant to the Tier 2 Technical Support Engineer role. Be prepared to discuss troubleshooting methods and provide examples of how you've resolved complex issues in the past. Familiarity with ticketing systems and remote support tools will definitely give you an edge.
✨Showcase Your Customer Service Skills
Since this role is customer-focused, be ready to share experiences where you provided exceptional support. Highlight your ability to communicate clearly and effectively, especially when dealing with frustrated users. Remember, it's all about keeping the customer happy while solving their problems!
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of specific situations where you had to diagnose and resolve technical issues or handle escalated calls. Practising these scenarios can help you articulate your thought process during the interview.
✨Demonstrate Team Collaboration
This role involves working closely with internal teams and System Administrators. Be prepared to discuss how you've collaborated with others in previous roles. Share examples of how you contributed to team projects or improved support processes, as this will show your potential employer that you're a team player.
