Help Desk Engineer (Evening Shift - Remote NI)

About us @Symphony

Secure. Connected. Intelligent.

Symphony is an AI-powered communication and technology company fueled by interconnected platforms: messaging, voice, directory and analytics.

Our end-to-end encrypted technologies enable over 1,400 institutions to accelerate AI impact, prioritize data security, navigate complex regulatory compliance and optimize business interactions.

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:  This role is based in Belfast, Northern Ireland, and although mainly remote, it is open to candidates located in Northern Ireland.

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:

• Salary Range: £27,000 - £35,000
• Bonus Plan

Benefits and Perks:

• Regional specific competitive benefits
• Build your own Benefits (BYOB) perk
• Local events, team building, and development opportunities 

We are an equal opportunity employer and value diversity at our company. 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.