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- Tasks: Provide first-line support for Cloud9 services and troubleshoot technical issues.
- Company: Join a leading fintech company revolutionising communication technology.
- Benefits: Competitive salary, bonus plan, and flexible benefits tailored to you.
- Why this job: Kickstart your tech career in a dynamic, remote-friendly environment.
- Qualifications: 1+ years in technical support and strong troubleshooting skills required.
- Other info: Evening shift role with opportunities for growth and learning.
The predicted salary is between 30000 - 42000 £ per year.
About us @Symphony We’ve spent the last 10 years building a communication and markets technology company, powered by interconnected platforms: messaging, voice, directory and analytics. Over 1000 institutions use our modular technology built for global finance. Security is in our DNA with uncompromising data protection, end-to-end encryption and resilient architecture, all created on a foundation of trust with our customers. But that was only chapter one. We’re now building on our purpose-built network, expanding AI-powered, real-time collaboration, redefining flexibility with fully cloud-native software with our trader voice product, and rethinking the industry’s approach to identity verification, connection and intelligence. The opportunity and our ambition are huge. But we need passionate, dedicated individuals to get there. At Symphony we work hard and fast. Our unique blend of technology and financial services makes it an environment you won’t get elsewhere.
Role Description:
Symphony is looking for an enthusiastic and customer-focused L1 Technical Support / Help Desk Engineer for Symphony Voice (Cloud9) platform to join our team in Belfast. This role will provide first-line support for Cloud9 services, ensuring operational excellence and exceptional service delivery to our financial services clients. In this role, you’ll be responsible for handling incoming support requests, assisting with provisioning tasks, and triaging issues related to Symphony Voice (Cloud9) services such as user setup, voice connectivity, hardware, and portal administration. This is an excellent opportunity for someone looking to grow their technical career in a dynamic fintech environment.
Working Hours:
Please note that this role operates on an evening shift to provide support for our clients in different time zones. The required hours are 4:00 PM to 12:00 AM, Monday through Friday. NOTE: The role is primarily remote (based in Northern Ireland), with an expectation of attending the office 1–2 days per month.
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, and 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.
Qualification:
- 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.
Compensation:
Competitive salary, Bonus Plan, Benefits and Perks vary based on location.
Benefits and Perks:
Regional specific competitive benefits, Build your own Benefits (BYOB) perk, Many other fun and exciting benefits and activities!
Help Desk Engineer (Evening Shift - Remote) employer: Symphony.com
Contact Detail:
Symphony.com Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Engineer (Evening Shift - Remote)
✨Tip Number 1
Network like a pro! Reach out to folks in the fintech space, especially those who work at Symphony or similar companies. A friendly chat can open doors and give you insider info on what they’re looking for.
✨Tip Number 2
Prepare for the interview by brushing up on your troubleshooting skills. Be ready to discuss real-life scenarios where you’ve solved tech issues, especially related to voice applications or cloud services. We love seeing how you think on your feet!
✨Tip Number 3
Show your passion for customer service! During interviews, share examples of how you’ve gone above and beyond for clients. At Symphony, we value dedication and a customer-first mindset, so let that shine through.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at Symphony.
We think you need these skills to ace Help Desk Engineer (Evening Shift - Remote)
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for technology and customer service shine through. We want to see that you're excited about the opportunity to support our clients and grow in a dynamic fintech environment.
Tailor Your CV: Make sure your CV highlights relevant experience, especially in technical support or helpdesk roles. We love seeing how your skills align with what we do at Symphony, so don’t hold back on showcasing your troubleshooting abilities!
Be Clear and Concise: In your cover letter, get straight to the point. Clearly explain why you’re a great fit for the Help Desk Engineer role and how your background prepares you for the challenges of supporting our Cloud9 services.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity to join our team!
How to prepare for a job interview at Symphony.com
✨Know Your Tech
Make sure you brush up on your technical knowledge, especially around cloud communications and troubleshooting. Familiarise yourself with the Cloud9 platform and any relevant tools like Zendesk or Jira. This will show that you're not just interested in the role but also prepared to dive into the tech side of things.
✨Show Off Your Customer Service Skills
Since this role is all about providing exceptional service, be ready to share examples of how you've handled customer interactions in the past. Think about times when you resolved issues or went above and beyond for a client. This will highlight your customer-focused mindset.
✨Prepare for Scenario Questions
Expect to face scenario-based questions during the interview. They might ask how you'd handle specific support requests or troubleshoot common issues. Practising these scenarios can help you articulate your thought process and demonstrate your problem-solving skills effectively.
✨Understand the Company Culture
Do a bit of research on Symphony and their work environment. They value passion and dedication, so think about how your personal values align with theirs. Being able to express why you want to work there and how you fit into their culture can really set you apart from other candidates.
