Service Desk / NOC L1 Engineer (Payments)

Location: Hybrid role based in Prat de Llobregat (Barcelona), Spain; 24/7 shift work including nights, weekends, and holidays.

Company

hirify.global is an international technology group developing security, payment, financial platform, and currency technology solutions, with more than 14,000 employees in 40 countries.

What you will do

• Monitor network infrastructure, servers, applications, alerts, events, and dashboards across payment and card-issuance services using tools such as Splunk and OMD.
• Perform event triage, correlation, impact assessment, and first-level remediation using documented runbooks and procedures.
• Log, categorize, prioritize, document, escalate, and close incidents and service requests in ServiceNow according to ITIL processes.
• Act as the primary contact for customers and internal users, providing updates through phone, email, chat, portals, and incident bridges.
• Coordinate escalations to L2/L3 teams and Incident Management while maintaining SLA, KPI, documentation, and ticket-quality targets.
• Complete shift handovers, identify monitoring gaps, contribute to knowledge management, and support process and service-quality improvements.

Requirements

• At least 2 years of experience in Service Desk, Helpdesk, or a 24/7 global NOC operations environment.
• Exposure to monitoring and event-management tools such as OMD and Splunk.
• Hands-on experience with ticketing tools; ServiceNow experience is preferred.
• Strong verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Customer-first mindset with empathy, patience, problem-solving, analytical thinking, and the ability to handle high call and ticket volumes.
• Ability to follow processes, procedures, work instructions, security policies, operational standards, and ITIL-based service-management practices.
• Fluent written and spoken English and Spanish.
• Ability to work 24/7 shifts, including nights, weekends, and holidays.
• Organization, attention to detail, teamwork, proactive behavior, and commitment to self-learning and continuous improvement.

Nice to have

• Diploma or Bachelor’s degree in IT, Computer Science, or a related field.
• Experience in telecommunications and/or the payment industry.
• Experience working across different cultures.
• ITIL certification.
• French language skills.
• Knowledge of secure-environment technologies and complex software payment solutions.

Culture & Benefits

• Hybrid working model in an international, diverse, and inclusive environment.
• Global operations supporting multiple regions and customers with a strong focus on SLA-driven service quality.
• Continuous learning, training programmes, and career development opportunities.
• Benefits package including health insurance, public transport support, training, and childcare vouchers.
• On-site canteen and parking facilities; the workplace is accessible by public transport or private vehicle.