Frontline Support Engineer (Shift)

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 highly engaged, 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 business and teams.
• Deliver a rapid response to all tickets and alerts to ensure a quality service and any BAU disruption is kept 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 SLAs, 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 consistent 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:

• 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.

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 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.