Frontline Technical Support Engineer (Shift)
Job Details
Full Job Description
Take a step forward and let Edenred surprise you.
Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world.
We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment.
Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities.
Frontline Technical Support Engineer (SHIFTS)
Hybrid – Swindon, Wiltshire
Edenred PayTech is now hiring for a Frontline Technical Support Engineer to join our growing Service Operations team, who collectively deliver world-class, seamless 24/7 IT operations support, through effective system monitoring and providing a professional and provide highly engaged, and technically solution-focused team to our clients.
You will be using tools, techniques, and initiatives to achieve best-in-class service, ensuring all clients and systems are optimised and updated during the most convenient times to maintain BAU functions. You will also act as a rapid response service, responsible for Major Incident Management, Incident Management, Restoring of Service, Advanced System Monitoring, and delivery of control system changes.
This role requires working on a shift pattern that operates 24/7.
Essential Duties and Responsibilities:
Act as a bridge between clients and the wider PPS business and teams Deliver a rapid response to all tickets and alerts to ensure a quality service and any BAU disruption is keep to a minimum.
Make system changes in line with strict Change Management processes
Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved convenience and satisfaction by reducing the number of operational problems
Ensure regular and effective communications with clients and internal stakeholders using ticket management for a crisp audit of all actions
Investigate and diagnose problems using relevant subject matter experts to assess and analyse root causes
Maximise Ticket workflows by working within published and contractual SLA’s, escalating where necessary
Be a voice and resolver during any and all Major Incidents, capable of taking the lead in Scribing, Time keeping, Communications
Staying up to date with all current PPS technologies by making time inside and outside of working hours
Assess and build action/development plans for current & future technology knowledge & skills that are required within the Sop’s wider team, to succeed in Service Delivery.
Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistence performance, whilst also committing to the adherence of the client SLA.
Proactively identify any potential disruption to any or all products & services for our clients.
What we want from you:
Essential:
Demonstratable problem solving and ownership skills
SQL – Experience in complex writing SQL queries And/Or
Unix – Highly capable and demonstratable effective competence And/Or
Java – Ability to read Java code And/Or
Experience in the definition and design of complex solutions
Proven experience in client relationship management
Fluent English
MS Office
Desirable knowledge/experience
AppDynamics
Jira/Jira Service Desk
Confluence
OpsGenie
Citrix
Degree or equivalent in a computer science or a scientific/technical discipline (desirable)
Behavioural
Well organized – able to plan own work and track progress against a plan.
Methodical worker, high attention to detail · Tenacious problem solver.
Flexible, can cope with changing priorities.
Strong communicator, both written & oral. Able to explain technical issues and solutions to peers.
Self-starter, team player.
Able to build relationships with external companies
Excellent interpersonal skills
Why Edenred PayTech?
We are a subsidiary of the Edenred group and a Mastercard Principal Member, and an FCA Electronic Money Institution, offering a range of cutting-edge services including Payment Processing, UK and SEPA banking solutions, BIN sponsorship, and eWallet provisions.
We work with various clients across Challenger Banking (Monese, Tide, Anytime, and more), Corporate Benefits (Fuel cards, restaurant tickets), and Retail and Travel services (Sainsbury’s, TUI, Argos).
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 (5 days extra added at 5 years continuous service, followed by 1 extra day per year for 5 years, equating to 35 days in total)
Hybrid working environment with 3 days per week in the office (flexibility on role-by-role basis)
Income protection
Life insurance (4x salary)
Wellbeing Employee Assistance Program (extended access to family members)
Employee discount shopping platform
Digital learning platform
Complimentary fruit and other ‘in-office’ snacks & refreshments
Volunteering program
Social events
Pension Scheme – employer 6% with minimum employee contribution 3%
Discretionary bonus scheme based on company and personal performance
Holiday trading scheme (buy or sell up to 5 days)
Medical & international travel cover (leisure and action sports)
Monthly gym allowance
Employee referral bonus scheme
Season ticket loan
Cycle to Work scheme
Diversity:
Edenred are proud to be an equal-opportunity employers. 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.