Job Description

The Company

Cased Dimensions is a trusted leader in delivering secure, resilient, and compliance-driven IT solutions for high-value organisations. Since 2009, we've partnered with global enterprises and critical government sectors to provide cybersecurity, cloud transformation, and managed IT services that eliminate risk and enable growth. Accredited by Cyber Essentials, ISO 27001, and ISO 9001, we embed security at every level--helping businesses in highly regulated industries such as financial services and investment management operate with confidence in an AI-driven world. Our partnerships with Microsoft, Dell, and Cisco ensure cutting-edge technology tailored to your needs.

Our purpose is clear: to protect, fortify, and future-proof the businesses that drive the economy. From Zero Trust security to secure cloud optimisation, we transform IT from a cost centre into a competitive advantage--delivering measurable improvements in compliance, risk management, and operational resilience. With deep expertise in regulatory frameworks like FCA, GDPR, and DORA, we help organisations scale securely, innovate without disruption, and stay ahead of emerging threats. When security and reliability matter most, Cased Dimensions is the partner you can trust.

Job Title

Service Desk Engineer - Tier 1

Location

Belfast

Responsible to

Service Desk Lead

The Role

To help determine customer needs and to be the customers first point of contact with Cased Dimensions. This is a vital role within the organisation.

Main Duties and Responsibilities

Serve as the first point of contact for customers seeking technical assistance via portal, phone, e-mail, or in person

Diagnose, research, and resolve hardware and software issues

Effectively and efficiently advise and assist customers on appropriate action, clearly updating records with Issue, Troubleshooting steps, Solution and Outcomes. Ensuring users are appropriately updated during ticket journey

Provide accurate information on IT products and services

Direct unresolved issues to the next level of support personnel

Identify and escalate situations requiring urgent attention

Work with vendors and internal stakeholders to ensure accurate, effective training content

Provide and maintain the highest quality of customer service possible

Skills and Qualities Required

Associate degree OR 1 year of service desk work experience OR other customer support role

Good understanding of computer systems, mobile devices, and other tech products

Good understanding of Microsoft 365 technology stack, and Entra ID environments

Possess attention to detail and follow-through

Ability to be flexible, multi-task and organise priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy

High level of professionalism and ability to maintain confidentiality

A high level of self-motivation together with a willingness to learn new skills

Positive can-do attitude looking able to deliver in a fast-paced environment

Additional Information

As this role requires access to a high level of confidential information security checks will be completed at induction.

Training

Training on products and services will be provided, however, employees are expected to consistently keep abreast of new developments, which would impact on his/her/their areas of responsibility. Personal training in relation to job description will be given as part of the company's overall personnel development programme.

Conditions of Employment

The salary and benefits for this position will be determined according to the experience of the person appointed.

General Guidance

The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Annual holidays are 21 days plus 8 statutory holidays. Cased Dimensions is an Equal Opportunities Employer.

To be considered for this role you should send a copy of your CV to jobs@caseddimensions.com.

Closing date

09/12/25

Job Types: Full-time, Permanent

Pay: Up to 30,000.00 per year

Benefits:

Company pension Private medical insurance
Work Location: Hybrid remote in Belfast, BT2 8FE