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/iOS
- VMWare
Exposure to, and support of, cloud-based services
- Microsoft Office 365
- Microsoft Azure/ Intune
Tier 2 Customer Support Engineer 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.
StudySmarter Expert Advice🤫
We think this is how you could land Tier 2 Customer Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Leonardo UK Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Leonardo UK Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Tier 2 Customer Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Leonardo UK Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Leonardo UK Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Leonardo UK Ltd!
How to prepare for a job interview at Leonardo UK Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
