Tier 2 Customer Support Engineer

Salary: £76,000 - 94,000 per year

Requirements

• We require the ability to multitask, prioritise tasks and work well under pressure.
• We require a confident, clear and professional telephone manner.
• We require excellent written and verbal communication skills.
• We require 2 years experience in a similar role.
• We require a genuine interest in technology and a willingness to learn.
• We require the ability to work proactively as part of a team or alone.
• Desirable: experience in application support.
• Desirable: knowledge of Linux.
• Desirable: knowledge of Microsoft Windows Server management.
• Desirable: knowledge of SQL.
• Desirable: knowledge of Mac/iOS.
• Desirable: knowledge of VMWare.
• Desirable: exposure to, and support of, cloud-based services including Microsoft Office 365 and Microsoft Azure/Intune.

Responsibilities

• We accurately log tickets in our ticketing system.
• We provide a high level of customer service and support in line with agreed SLAs.
• We assist and support colleagues in IT-related matters.
• We provide proactive and preventative maintenance solutions and technical advice to reduce recurring incidents.
• We escalate problems where necessary to management or third-party suppliers.
• We undertake small to medium-sized operational projects.
• We diagnose and resolve technical issues.
• We handle escalated calls from first- and second-line members.
• We liaise with system administrators.
• We support users via telephone, email and remote tools.
• We assist with the creation, maintenance and improvement of technical documentation and knowledge base articles.
• We may be required to attend ad-hoc on-site visits.
• We may be required to provide 24/7 on-call support on a rotational basis.

Technologies

• Azure
• Cloud
• Support
• Linux
• Office 365
• SQL
• Security
• VMware
• Windows
• iOS

More

We are Becrypt, a Service Desk team offering a hybrid working arrangement between our head office, home working and occasional customer site visits. This Tier 2 Customer Support Engineer role supports second-line technical issues, collaborates with internal teams and customers, and helps maintain system performance and improve support processes. The role reports to the Service Desk Manager for technical direction and guidance. It is full time, based in Engineering, and is subject to an employment screening process and security clearance.

last updated 35 week of 2026