Tier 2 Customer Support Engineer

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