At a Glance
- Tasks: Provide rapid technical support and ensure system stability in a dynamic 24/7 environment.
- Company: Join Edenred PayTech, a leader in prepaid solutions with a supportive culture.
- Benefits: Enjoy 25 days annual leave, hybrid work, and a range of health and wellness perks.
- Other info: Be part of a diverse team with excellent career development opportunities.
- Why this job: Make a real impact by solving complex technical issues and enhancing service operations.
- Qualifications: Strong problem-solving skills and experience with SQL, Unix, and ticket management tools.
The predicted salary is between 42000 - 50000 £ per year.
- Frontline Technical Support Engineer (Shift) PROWEBCE•Swindon, United Kingdom
- Swindon – Hybrid
Edenred Pay Tech 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 Pay Tech 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 Pay Tech 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
- 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.
- Experience in App Dynamics, Dynatrace or other alerting/monitoring tools
- 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 Pay Tech?
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 Pay Tech 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)
- Life insurance (4x salary)
- Wellbeing Employee Assistance Program (extended access to family members)
- Holiday trading scheme
- Season ticket loan
- Cycle to Work scheme
- Digital learning platform
- Complimentary fruit and other ‘in office’ snacks & refreshments
- Volunteering programme
- Social events
Diversity
Edenred Pay Tech 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.
- Full-time
- #J-18808-Ljbffr
Frontline Technical Support Engineer (Shift) in Swindon employer: PROWEBCE
Edenred PayTech is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration are at the forefront. With a strong focus on employee growth, you will have access to continuous learning opportunities and the chance to lead impactful projects in compliance and fraud technology. The hybrid working model, combined with our vibrant offices in Swindon and London, offers the perfect balance of flexibility and community engagement, making it an ideal place for professionals seeking meaningful and rewarding careers.
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 PROWEBCE. 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 PROWEBCE 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 PROWEBCE:Your cover letter is your chance to shine! Tell us why you want to work at PROWEBCE 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 PROWEBCE!
How to prepare for a job interview at PROWEBCE
✨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.
