Frontline Technical Support Engineer (Shift)

Faites un pas en avant et laissez-vous surprendre par Edenred. Chaque jour, nous fournissons des solutions innovantes pour améliorer la vie de millions de personnes, en connectant les employés, les entreprises et les commerçants dans le monde entier. Nous savons qu'il y a des centaines de façons pour vous d'évoluer. Avec nous, vous développerez vos compétences dans un environnement multiculturel, stimulant et dynamique. Osez rejoindre Edenred et préparez-vous à vous épanouir dans une entreprise internationale qui vous offrira des opportunités infinies. La méritocratie fait partie de notre ADN. Chez Edenred, nous reconnaissons, recrutons et développons tous les talents. Venez comme vous êtes, dans le respect de votre singularité et contribuer à l'aventure Edenred avec nous. Nous nous engageons à prévenir toute forme de discrimination et à proposer à tous nos candidats des opportunités égales indépendamment de leur genre et expression de genre, handicap, origine, croyance religieuse et orientation sexuelle ou tout autre critère. Frontline Technical Support Engineer (Shift) Salary: £30,000 pa + Bonus + Shift Allowance Swindon - Hybrid Edenred PayTech is hiring for a Frontline Technical Support Engineer to join our growing Service Operations team.

The Frontline Technical Support Engineer (Shift) plays a key role within the 24/7 Service Operations function, providing rapid technical response, advanced system monitoring, and first line restoration of service to ensure the stability and availability of all PayTech systems. The role delivers high quality technical support across incidents, alerts, and service requests, working within strict SLA timelines to minimise downtime and ensure seamless BAU operations. Acting as the first escalation point for live service issues, the engineer supports Major Incident Management activities, investigates and diagnoses issues to root cause level where possible, and works closely with Problem Management to prevent reoccurrence. With strong technical capability, this role trains, coaches, and supports peers while maintaining deep awareness of PayTech technologies, contributing to the continuous improvement and operational excellence of the entire Service Operations team. This role requires working on a shift pattern that operates 24/7.

• Deliver rapid response to all inbound tickets and alerts, ensuring restoration of service within SLA.
• Act as first line technical resolver for incidents, service interruptions, and degraded performance.
• Lead and support Major Incident Management during shift (scribing, timekeeping, communications).
• Perform advanced system monitoring using internal and third party tools to detect early warning signs.
• Execute system changes in line with strict Change Management processes.
• Work from the top of the queue to provide fair, consistent, and timely service to all clients.
• Proactively identify risks or potential service disruptions across products and platforms.
• Resolve complex technical issues and take ownership of tickets through to full resolution.

Essential Criteria:

• Strong demonstrable problem solving ability and ownership skills
• SQL - experience writing complex queries and/or
• Unix - high competence in investigation and troubleshooting and/or
• Ticket management in Jira or other JSM tools
• Proven experience managing client relationships and service expectations.

Desirable Criteria:

• Experience in AppDynamics, Dynatrace or other alerting/monitoring tools
• Jira / Jira Service Desk
• Confluence
• Citrix
• Degree or equivalent in computing or a related technical/scientific discipline
• Experience working in a 24/7 operations centre or high availability environment

We are a subsidiary of the Edenred group and leaders in prepaid solutions including banking, virtual cards, debit, credit, and prepaid processing. As an Edenred PayTech employee you will get the support and structure that you need to enjoy your work and develop your career while doing what you love and making a difference in a fast-paced and innovative business.

• 25 days annual leave plus Bank Holidays
• Hybrid working environment (min. 3 days per week in the office)
• Pension Scheme - employer 6% with minimum employee contribution 3%
• Discretionary bonus scheme based on company and personal performance
• Medical & international travel cover (leisure and action sports)
• Income protection
• Life insurance (4x salary)
• Wellbeing
• Employee Assistance Program (extended access to family members)
• Monthly gym allowance
• Holiday trading scheme
• Cycle to Work scheme
• Employee discount shopping platform
• Employee referral bonus scheme
• Digital learning platform
• Complimentary fruit and other 'in office' snacks & refreshments
• Volunteering programme
• Social events

Diversity: Edenred PayTech are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age, race, colour, creed, religion, sex, sexual orientation, gender, gender identity or expression, national origin, citizenship, marital status or civil partnership/union status, disability, pregnancy, genetic information, or any other basis prohibited by applicable country or local laws.

L'état d'esprit Edenred - Nous sommes une entreprise unique. Nous recherchons de nouveaux collaborateurs prêts à prendre part à l'aventure Edenred avec la même énergie et la même passion que nous. Vous vous sentirez naturellement à l'aise chez Edenred, si vous aimez repousser les limites, expérimenter, vous améliorer constamment, gagner et progresser. Nous recherchons des femmes et des hommes qui partagent notre ambition, avec cette recherche de performance, cette envie de nous remettre en question et de se mettre eux-mêmes au défi pour aller chaque jour plus loin. Nous recherchons des femmes et des hommes qui veulent vibrer avec nous.