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- Tasks: Provide first-line support for Cloud9 services and troubleshoot technical issues.
- Company: Join a leading fintech company with a focus on communication technology.
- Benefits: Competitive salary, bonus plan, and flexible benefits tailored to your needs.
- Other info: Remote work with occasional office visits and opportunities for growth.
- Why this job: Kickstart your tech career in a dynamic environment while helping clients succeed.
- Qualifications: 1+ years in technical support and strong troubleshooting skills required.
The predicted salary is between 30000 - 40000 £ per year.
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.
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.
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.
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!
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, 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.
Help Desk Engineer (Evening Shift - Remote - NI) in Belfast employer: Symphony
Contact Detail:
Symphony Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Engineer (Evening Shift - Remote - NI) in Belfast
✨Tip Number 1
Get to know the company inside out! Research Symphony's products and services, especially the Cloud9 platform. This will help you tailor your conversations during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice your troubleshooting skills! Since this role is all about providing first-line support, brush up on your technical knowledge, especially around Windows OS and basic networking concepts. Being able to demonstrate your problem-solving abilities can really set you apart.
✨Tip Number 3
Don’t underestimate the power of communication! Work on your verbal and written skills, as you'll need to interact with clients confidently. Consider doing mock interviews or role-playing scenarios to get comfortable with customer-facing interactions.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and keen to join our team. Don’t forget to follow up after applying; a little nudge can go a long way!
We think you need these skills to ace Help Desk Engineer (Evening Shift - Remote - NI) in Belfast
Some tips for your application 🫡
Show Your Enthusiasm: When writing your application, let your passion for tech and customer support shine through. We want to see that you're excited about the role and ready to tackle challenges head-on!
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!
Be Clear and Concise: In your cover letter, get straight to the point. We appreciate clear communication, so make sure you articulate your thoughts well and keep it focused on why you’d be a great fit for our team.
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 the role. Plus, it’s super easy!
How to prepare for a job interview at Symphony
✨Know Your Tech
Familiarise yourself with the Cloud9 platform and its functionalities. Brush up on basic networking concepts like IP, DNS, and VPN, as well as your experience with ticketing tools like Zendesk. This will help you answer technical questions confidently.
✨Show Off Your Troubleshooting Skills
Prepare to discuss specific examples of how you've resolved technical issues in the past. Think about times when you had to triage problems or assist users with hardware troubleshooting. Real-life scenarios can demonstrate your problem-solving mindset.
✨Communicate Clearly
Since this role involves customer-facing interactions, practice articulating your thoughts clearly and concisely. You might want to do a mock interview with a friend to refine your verbal communication skills, especially when explaining technical concepts.
✨Understand the Company Culture
Research Symphony's values and their approach to customer service. Being able to align your answers with their emphasis on operational excellence and exceptional service delivery will show that you're a great fit for their team.