Help Desk Engineer (Evening Shift)

Symphony Communication Services; Belfast; On-site; GBP 25,000 - 35,000; Full time

Job summary

A financial services technology company in Belfast is seeking an enthusiastic L1 Technical Support / Help Desk Engineer. This role involves providing first-line support for the Cloud9 platform, ensuring operational excellence and exceptional service to clients. Candidates should have at least 1 year of experience in tech support, strong troubleshooting skills, and excellent communication abilities. The position operates on an evening shift to accommodate clients in various time zones. Competitive benefits and opportunities for growth are included.

Benefits

Regional specific competitive benefits

Build your own Benefits (BYOB) perk

Training and career progression opportunities

Supportive and collaborative culture

Qualifications

• 1+ years experience in a technical support/helpdesk or IT service role.
• Excellent verbal and written communication skills.
• Comfortable with Windows OS and SaaS platforms.

Responsibilities

• Serve as the first point of contact for Cloud9 support tickets.
• Troubleshoot issues related to the Cloud9 Trader voice application.
• Perform user lifecycle tasks including onboarding and deactivation.

Skills

Technical support experience

Troubleshooting mindset

Customer communication

Basic networking concepts

Ticketing tools experience

Tools

Zendesk

Jira

Job description

Overview

Symphony is seeking an enthusiastic and customer-focused L1 Technical Support / Help Desk Engineer for the Symphony Voice (Cloud9) platform to join our team in Belfast. This role provides first-line support for Cloud9 services, ensuring operational excellence and exceptional service delivery to our financial services clients. The position operates on an evening shift to provide support for clients in different time zones.

Responsibilities

• Serve as the first point of contact for Cloud9 support tickets via Zendesk or phone.
• Troubleshoot issues related to the Cloud9 Trader voice application, user provisioning, portal administration, call routing, connectivity, Cloud9-to-Cloud9 connections and neighbour changes, and feature enablement/disablement.
• Perform user lifecycle tasks, including onboarding, deactivation, and bulk updates.
• Support basic hardware troubleshooting and unbricking of Cloud Hubs.
• Escalate more complex issues to Level 2/3 teams with clear documentation.
• Participate in on-call rotations and assist with weekend or emergency support needs.
• Maintain accurate ticket records and contribute to internal knowledge sharing.
• Collaborate with Technical Account Managers, Engineering, and other support functions to ensure timely resolution and a high standard of customer care.

Qualifications

• 1+ years experience in a technical support/helpdesk or IT service role.
• Strong troubleshooting mindset and willingness to learn cloud communications technology.
• Excellent verbal and written communication skills – must be confident in customer-facing interactions.
• Comfortable with Windows OS, basic networking concepts (IP, DNS, VPN), and SaaS platforms.
• Experience using ticketing tools like Zendesk or Jira.
• Understanding of SAML specification to support Client Single Sign On (SSO).

Optional Qualifications

• Experience supporting trader voice or communications tools.
• Familiarity with VoIP/SIP-based systems or cloud PBX platforms.
• Exposure to financial services or fintech environments.
• Understanding of service SLAs and incident escalation workflows.

Benefits

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Many other fun and exciting benefits and activities
• Be part of a fast-growing global fintech company revolutionising trader communications
• Work with cutting-edge cloud voice technologies in a mission-critical environment
• Opportunities for training and career progression
• Supportive, collaborative culture that values innovation and customer focus

Job Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.