About the Company Our client is a global technology organisation specialising in secure communication and market solutions for the financial sector. They are entering an exciting new phase of growth and are looking for driven individuals who thrive in a fast-paced, mission-focused environment. Role Overview An enthusiastic L1 Help Desk Engineer is required to join the Belfast team. You will be the first point of contact for customers using their platform, providing high-quality support and ensuring a smooth service experience. This role is ideal for someone looking to develop their technical career in a dynamic, fintech-oriented setting. Working Hours: Evening shift, 4:00 PM 12:00 AM, Monday to Friday, supporting clients across multiple time zones. Key Responsibilities Act as the initial point of contact for technical support requests via phone or ticketing system. Diagnose and resolve issues related to the cloud voice platform, including user setup, call routing, portal access and connectivity. Perform user lifecycle management such as onboarding, deactivation and bulk updates. Assist with basic hardware support and troubleshooting. Escalate complex incidents to senior technical teams with accurate documentation. Support occasional on-call or weekend tasks when required. Maintain clear and detailed ticket records while contributing to internal knowledge bases. Collaborate closely with account management, engineering and other support teams to deliver a high standard of service. Qualifications & Skills Required: 1 years in a helpdesk, IT service or technical support role OR strong graduate experience. Strong problem-solving ability and eagerness to develop cloud communication skills. Excellent communication skills and confidence in customer-facing interactions. Familiarity with Windows OS, basic networking (IP, DNS, VPN) and SaaS platforms. Experience with ticketing tools such as Zendesk or Jira. Awareness of SAML and Single Sign-On (SSO) principles. Desirable: Experience supporting voice or communication solutions. Knowledge of VoIP/SIP or cloud PBX environments. Exposure to financial services or fintech. Understanding of SLAs and incident escalation processes. Compensation & Benefits Competitive salary Performance bonus Regional benefits package Flexible build your own benefits options A range of additional perks and team activities For more information, please contact Alice Armstrong at Hayward Hawk.