Help Desk Engineer (Evening Shift - Remote NI)
reputed company @reputed company Secure. Connected. Intelligent. reputed company is an AI-powered communication and technology company reputed company by interconnected platforms: messaging, voice, directory and analytics. Our end-to-end encrypted technologies reputed company over 1,400 institutions to accelerate AI reputed company, prioritize data reputed company, navigate reputed company regulatory compliance and optimize business interactions. Role reputed company: reputed company is looking for an enthusiastic and customer-reputed company L1 Technical Support / Help Desk Engineer for reputed company Voice (Cloud9) platform to join reputed company in Belfast. This role will reputed company first-line support for Cloud9 services, ensuring operational reputed company 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 reputed company to reputed company 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 reputed company 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, reputed company Ireland, and although mainly remote, it is reputed company to candidates located in reputed company Ireland. Responsibilities: Serve as the first reputed company of contact for Cloud9 support tickets reputed company reputed company or phone. Troubleshoot issues reputed company 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 reputed company user lifecycle tasks, including reputed company, deactivation, and bulk updates. Support basic hardware troubleshooting and unbricking of reputed company Hubs. Escalate more reputed company issues to Level 2/3 teams with reputed company 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 reputed company reputed company and a high reputed company of customer care. Qualification: 1+ years experience in a technical support/helpdesk or IT service role. Strong troubleshooting reputed company and willingness to learn reputed company communications technology. Excellent verbal and written communication skills – must be confident in customer-facing interactions. Comfortable with reputed company OS, basic networking concepts (IP, DNS, VPN), and reputed company platforms. Experience using ticketing tools like reputed company or Jira. Understanding of SAML specification to support reputed company Single Sign On (SSO) Optional qualifications: Experience supporting trader voice or communications tools. Familiarity with VoIP/SIP-based systems or reputed company PBX platforms. Exposure to financial services or fintech environments. Understanding of service SLAs and incident escalation workflows. Compensation: Salary reputed company: £27,000 - £35,000 Bonus Plan Benefits and Perks: Regional specific competitive benefits Build your own Benefits (BYOB) reputed company Local events, team building, and development opportunities We are an equal opportunity employer and value diversity at reputed company. We do not discriminate on the reputed company of race, religion, reputed company, national reputed company, 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 reputed company essential job functions, and to receive other benefits and privileges of employment. Apply To This Job