Frontline Technical Support Engineer (Core)

Reporting into – Head of Service Operations/Shift and Incident Manager

Edenred PayTech is now hiring for a Frontline Technical Support Engineer to join our growing Service Operations team, who collectively deliver a 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.

What you will be doing:

• Act as a bridge between clients and the wider Paytech 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 Paytech 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., 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.

Diversity:

Edenred 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.

Recruitment:

Edenred PayTech and Payment Solutions maintain a strict preferred supplier list (PSL), which is managed centrally by our Talent Acquisition Lead. The PSL is reviewed on a yearly basis, and we will not accept unsolicited CVs submitted from any supplier outside of the PSL. If an unsolicited CV is subsequently hired, we will not accept liability for any fees incurred. We ask you refrain from contacting our hiring managers directly with profiles, and all requests for engagement are made to

careers@prepaysolutions.com

• 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