At a Glance
- Tasks: Provide rapid technical support and ensure system stability in a dynamic environment.
- Company: Join Edenred, a global leader in innovative prepaid solutions.
- Benefits: Enjoy competitive salary, hybrid work, and extensive perks including gym allowance and wellbeing programs.
- Other info: Diverse and inclusive workplace with endless growth opportunities.
- Why this job: Make a real impact while developing your skills in a multicultural team.
- Qualifications: Strong problem-solving skills and experience with SQL or Unix required.
The predicted salary is between 40000 - 45000 £ per year.
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.
Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria.
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.
Apply now and Vibe with Us!
Frontline Technical Support Engineer (Shift) in Swindon employer: Edenred
Edenred is an exceptional employer that fosters a dynamic work culture in the heart of London, offering employees the chance to engage in meaningful projects that drive growth and transformation. With a strong emphasis on professional development, team collaboration, and innovative thinking, Edenred provides ample opportunities for career advancement while ensuring a supportive environment where every voice is valued. Join us to be part of a forward-thinking organisation that prioritises employee well-being and success.
StudySmarter Expert Advice🤫
We think this is how you could land Frontline Technical Support Engineer (Shift) in Swindon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Edenred. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Edenred before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Frontline Technical Support Engineer (Shift) in Swindon
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Edenred:Your cover letter is your chance to shine! Tell us why you want to work at Edenred specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Edenred!
How to prepare for a job interview at Edenred
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
