Job Description

Our client, a growing technology firm operating in the communications and trading-technology space, is seeking a technically minded Support Specialist to join their Belfast team. This role forms part of a global support function responsible for assisting end users of a cloud-based voice and communications platform used widely across the financial services sector. The position is ideal for someone who enjoys customer interaction, problem solving, and working with modern cloud systems.
Please note that this is an evening shift position, supporting international users. Hours of work are 4:00pm - 12:00am, Monday to Friday.
The Role
The successful candidate will act as the initial point of contact for technical queries, managing incoming requests, resolving first-line issues, and coordinating with senior teams for more complex cases. The work will involve user administration, investigating connection or configuration faults, and supporting the deployment and upkeep of specialist voice-communications equipment.
This is an excellent entry point into a fast-paced technology environment, with strong opportunities for learning and career progression.
Key Responsibilities
Respond to incoming technical issues raised through the support portal or by phone.
Diagnose and resolve first-line incidents relating to user access, connectivity, voice services, and administration of the communications platform.
Carry out user management tasks including new user setup, updates, and access removal.
Support the configuration and basic troubleshooting of dedicated hardware used by client trading teams.
Identify issues requiring deeper technical review and escalate efficiently with clear documentation.
Record all activity accurately within the ticketing system and contribute to team knowledge resources.
Collaborate with account management, engineering, and senior support teams to maintain high levels of service.
Participate in occasional out-of-hours or weekend support requirements if critical issues arise.
Essential Criteria
Minimum of one year's experience in an IT support, service desk, or technical operations role.
Strong problem-solving ability and willingness to learn new technologies.
Confident communicator capable of dealing with users in a professional and calm manner.
Practical experience working with Windows environments, cloud/SaaS tools, and basic networking (IP addressing, DNS, VPN fundamentals).
Familiarity with ticketing platforms such as Zendesk, Jira, or equivalent.
Understanding of authentication concepts such as SSO/SAML or a willingness to learn quickly.
Desirable Experience
Exposure to voice communication platforms, VoIP or SIP-based solutions.
Experience supporting trading-floor or financial-services environments.
Knowledge of incident management, SLAs, and structured escalation paths.
Previous work with cloud telephony, PBX systems, or specialist communications hardware.
Reward & Benefits
Competitive base salary
Performance-related bonus
A comprehensive benefits package (details dependent on location)
Career development within an innovative and expanding technology business

Skills Required