At a Glance
- Tasks: Provide top-notch technical support and troubleshoot complex issues for customers.
- Company: Join Becrypt, a tech company focused on delivering high-quality service.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and subsidised gym membership.
- Other info: Dynamic team environment with opportunities for career advancement and learning.
- Why this job: Make a real difference in customer satisfaction while growing your tech skills.
- Qualifications: 2 years of experience in a similar role 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 employer: P Ducker Systems 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 commitment to technology and customer service excellence, 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
✨Tip Number 1
Get to know the company! Research Becrypt and understand their products and services. 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 technical skills! Brush up on troubleshooting techniques and be ready to demonstrate your problem-solving abilities. You might even want to prepare for some hands-on scenarios that could come up during the interview.
✨Tip Number 3
Network like a pro! Connect with current or former Becrypt employees on LinkedIn. They can provide insider tips and maybe even put in a good word for you. Plus, it’s a great way to learn more about the company culture.
✨Tip Number 4
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 team.
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 your relevant experience and skills, especially those that match the job description. 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 technology and how your background makes you a great fit for us. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills:Since this role involves a lot of customer interaction, make sure your written application reflects your excellent communication skills. Be clear, professional, and friendly in your language – it’s all about making a great first impression!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about what we do at StudySmarter!
How to prepare for a job interview at P Ducker Systems 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 demonstrate your troubleshooting skills.
✨Show Off Your Customer Service Skills
Since this role is all about providing top-notch 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 Questions
Expect to be asked how you'd handle specific technical problems or customer scenarios. Practice articulating your thought process and the steps you would take to resolve issues, as this will showcase your problem-solving abilities.
✨Demonstrate Team Spirit
Becrypt values collaboration, so come ready to discuss how you've worked effectively in a team. Share experiences where you've supported colleagues or contributed to improving processes, as this will show you're a great fit for their culture.
