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