Frontline Technical Support Engineer SHIFT

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Frontline Technical Support Engineer (SHIFTS)

Hybrid Swindon Wiltshire

Edenred PayTech is now hiring for a Frontline Technical Support Engineer to join our growing Service Operations team who collectively deliver worldclass seamless 24/7 IT operations support through effective system monitoring and providing a professional and provide highly engaged and technically solutionfocused team to our clients.

You will be using tools techniques and initiatives to achieve bestinclass 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 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 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 PPS 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 Sops 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.

What we want from you:

Essential:

• 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.

• Selfstarter team player.

• Able to build relationships with external companies

• Excellent interpersonal skills

Why Edenred PayTech

We are a subsidiary of the Edenred group and a Mastercard Principal Member and an FCA Electronic Money Institution offering a range of cuttingedge 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 (Sainsburys 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 fastpaced and innovative business.

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 rolebyrole 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 inoffice 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 equalopportunity employers. 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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