Tier 2 Technical Support Engineer

Job Purpose:

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

Heath 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