Job Description

About HireRight

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, Tennessee, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

You will play an active role in the Major Incident Management process, with broad exposure to the full HireRight IT infrastructure. This role requires strong communication skills, extensive IT experience, and the ability to think logically and connect technical and business impacts.

Senior Agents are expected to diagnose, triage, and escalate complex issues to the appropriate resolver teams, leveraging deep product and IT knowledge. They act as a single point of contact (SPOC) for first-line agents and multiple stakeholders and are accountable for Incident Management and Major Incident Management within the Global Service Desk.

Responsibilities

• Diagnose, troubleshoot, and resolve advanced incidents across production systems, platforms, and processes
• Own and coordinate Incident and Major Incident Management activities as part of Major Incident Management team
• Serve as support for L1 agents, technical teams, and business stakeholders
• Ensure high-quality support delivery to HireRight employees and external customers
• Collaborate closely with L3 support and development teams to resolve and document complex issues
• Maintain accurate, high-standard ticket documentation in line with HireRight Technology Solutions Center standards
• Keep procedures, troubleshooting guides, and knowledge base content current (Knowledge Management)
• Support leadership with operational and improvement initiatives
• Participate in cross-functional projects as capacity allows
• Continuously build knowledge of HireRight products, services, and infrastructure
• Willingness to work rotating shifts in a 24/7 support model
• Readiness to support phone queue during most demanding periods

Qualifications

• Technical degree in computer science, operations or equivalent work experience preferred
• 2+ years of experience in a Senior Technical Support or Application Support role

What do we offer

HireRight offers its employees a competitive salary, permanent contract and a comprehensive package of benefits. From day one you will receive a training plan to get you on board quickly. Additionally, we offer:

• Private Medical Care
• Edenred card
• Lunch Vouchers
• Paid Lunch Break (30 Minutes)
• Social Fund (Holiday Allowance, Glasses Voucher)
• Bonus Plans
• Group Life Insurance
• Career Path & Opportunities to Grow
• Professional Training

Please submit resume/CV in English. Please be informed that the company does not provide a visa sponsorship.

All resumes are held in confidence. Only candidates whose profiles closely match requirements will be contacted during this search.HireRight does not accept unsolicited resumes through or from search firms or staffing agencies. All unsolicited resumes will be considered the property of HireRight and HireRight will not be obligated to pay a placement fee