Service Desk Engineer

TL;DR

Service Desk Engineer: Ensuring the stability and performance of ICT solutions across multiple disciplines with an accent on expert technical support, proactive prevention, and reactive incident resolution for commercial and end-user customers. Focus on supporting Mobile, LAN, WAN, ICT, and Voice solutions within a 24/7 customer-facing environment and collaborating with 2nd/3rd line teams and problem management.

Location: Riverside Tower, Belfast (N.I), United Kingdom. The successful candidate must be willing to undergo Government Security Clearance to SC level, which requires residence in the UK for a minimum of 5 years.

Company

hirify.global is a technology company with over 180 years of history, focused on using communications to make a better world and delivering large-scale technology infrastructure.

What you will do

• Deliver ICT support and professional services to internal and external clients across multiple technologies.
• Provide operational support to meet KPIs and SLAs, ensuring service excellence in a live environment.
• Contribute to projects through research, analysis, and delivery of key components.
• Prepare reports and recommendations, presenting insights to managers and stakeholders.
• Collaborate with internal teams and third-party suppliers to resolve issues and deliver solutions.
• Drive continuous improvement and innovation, acting as a change agent within your area.

Requirements

• Technical expertise in ICT support and service desk operations, with strong knowledge of Mobile, LAN, WAN, Voice, and ICT solutions.
• Experience with ITIL processes and service assurance, including incident, problem, and change management.
• Proficiency in monitoring and diagnostic tools (e.g., SIEM/SOAR platforms such as Splunk, Sentinel, QRadar).
• Analytical and problem-solving skills, including decomposing requirements and evaluating options.
• Strong communication and reporting skills, including weekly reports and project updates.
• Commitment to continuous learning, maintaining industry accreditations and completing mandatory training.
• Must be willing to undergo Government Security Clearance to SC level.
• Requires residence in the UK for a minimum of 5 years.

Culture & Benefits

• BT Pension scheme, with a minimum 5% employee contribution and 10% BT contribution.
• Equal family leave: 18 weeks at full pay, 8 weeks at half pay and 26 weeks at the statutory rate for all parents.
• Enhanced women’s health support, including help with menopause symptoms, cancer screenings, and period care.
• 22 days annual leave (not including bank holidays), increasing with service.
• 24/7 private virtual GP appointments for UK colleagues.
• Access to world-class training and development opportunities.
• Option to join BT Shares Saving schemes.