2nd Line Support Engineer

Hybrid Working – London Office/Remote (with occasional need for customer site visits)


Becrypt are looking for a driven and customer focused individual to join their Customer Support Help Desk team as a Tier 2 Customer Support Engineer, to provide 2nd line technical support and expertise. You will report to the Helpdesk Manager for technical direction and guidance.

Principle duties:

• Accurately logging tickets in Becrypt ticketing system
• Ensuring that a high level of customer service and support is provided
• Providing assistance and support to colleagues in IT related matters
• Escalating problems where necessary to management or third-party suppliers
• Undertaking small to medium-sized operational projects
• Diagnosing and resolving technical issues
• Handling escalated calls from first/second line members
• Providing support to users via telephone, email and remote tools
• Keeping documentation up-to-date
• Ad-hoc on-site visit may be 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


Good To Have:

  • 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

Additional Information:

Benefits package:

• 25 days annual leave (plus additional days after 2, 5 & 10 years service)
• Up to 5 days holiday purchase available
• Private medical insurance (including dental & optical and travel insurance)
• Health cashback scheme
• Pension scheme
• Life cover 4 x salary
• Subsidised gym membership
• Employee referral scheme

Role will be subject to a pre-employment screening process and will require Security Clearance


If this sounds like you, and you’re looking for your next exciting challenge, we’d love to hear from you. Please get in touch.

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