Frontline Technical Support Engineer (Shift)

Descripción del puesto:

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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.

What you will be doing:
* 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.

What you will bring:

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

Why Edenred PayTech?
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.

What you will get:
* 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
* Season ticket loan
* 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.

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