At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for customers.
- Company: Join Becrypt, a forward-thinking tech company with a focus on customer service.
- Benefits: Enjoy hybrid working, competitive salary, 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: 2 years in a similar role, strong communication skills, and a passion for technology.
The predicted salary is between 30000 - 40000 £ per year.
Job Requirements
Location
Hybrid working - Becrypt Head Office/Home Working with Occasional Customer Site Visits
Responsible to
- Helpdesk Manager
- Job Purpose
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.
- Principal duties and 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
Role will be subject to an employment screening process and will require security clearance.
Work Experience
Essential
- 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/i OS
- VMWare
- Exposure to, and support of, cloud-based services
- Microsoft Office 365
- Microsoft Azure/ Intune
- #J-18808-Ljbffr
Tier 2 Customer Support Engineer in London employer: Leonardo UK Ltd
Leonardo UK Ltd is an exceptional employer, offering a dynamic work environment in Basildon where innovation meets collaboration. With a strong focus on employee growth, you will benefit from generous leave, flexible benefits, and opportunities to advance your career while working on cutting-edge defence technologies that make a real impact globally.
