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Swindon, England, United Kingdom
Hybrid
Not Available
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International Frontline Technical Support Engineer
Salary – Basic pay up to £30,000; total compensation up to £36,000 including shift allowance
Swindon/London – Hybrid
The International Frontline Technical Support Engineer 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.
This role requires working on a shift pattern that operates 24/7.
What you will be doing:
Respond rapidly to system alerts and support tickets, minimising downtime and restoring services within agreed SLAs.
Manage incidents through to resolution, taking ownership of complex technical issues and ensuring a positive client experience.
Lead and support Major Incident Management activities, coordinating communications, tracking actions, and facilitating timely resolution.
Implement system changes in accordance with Change Management procedures, ensuring compliance and reducing operational risk.
Conduct root cause investigations into recurring incidents, identifying trends and recommending preventative solutions.
Maintain accurate ticket records and audit trails, ensuring clear communication and visibility for clients and stakeholders.
Proactively monitor system performance and service health, identifying potential issues before they impact users.
Escalate recurring problems to Problem Management teams, contributing to long-term service stability and continuous improvement.
Collaborate with internal technical teams and stakeholders to resolve service disruptions and improve operational efficiency.
Support continuous service improvement initiatives through process optimisation, performance analysis, and service enhancement recommendations.
What you will bring:
Essential:
A problem-solver's mindset with a strong sense of ownership
Proficiency in SQL (complex queries) and/or Unix (command-line competence)
Strong communication and client relationship skills
Solid Microsoft Office skills
Desirable:
Experience with tools like AppDynamics, Jira, Confluence, OpsGenie, Citrix
A degree in Computer Science or a related field
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)
Life insurance (4x salary)
Wellbeing Employee Assistance Program (extended access to family members)
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.
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