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
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Ensure that a high level of customer service and support is provided in line with agreed SLAs
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Provide assistance and support to colleagues in IT related matters
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Provide proactive and preventative maintenance solutions and technical advice to reduce recurring incidents
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Escalate problems where necessary to management or third-party suppliers
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Undertake small to medium-sized operational projects
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Diagnose and resolve technical issues
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Handle escalated calls from first/second line members
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Liaise with System Administrators
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Provide support to users via telephone, email and remote tools
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Assist with the creation, maintenance, and improvement of technical documentation and knowledge base articles
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Ad-hoc on-site visit may be required
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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
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Confident, clear and professional telephone manner
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Excellent written and verbal communication skills
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2 years’ experience in a similar role
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A genuine interest in technology and a willingness to learn
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Working proactively as part of a team or alone
Desirable
- Experience in Application Support
Knowledge of:
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Linux
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Microsoft Windows Server Management
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SQL
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Mac/iOS
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VMWare
Exposure to, and support of, cloud-based services:
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Microsoft Office 365
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Microsoft Azure/ Intune
