Global Frontline Technical Support Engineer (24/7)

Ticket; Swindon; Hybrid; GBP 32,000 - 40,000; Full time

Benefits offered by this job

25 days annual leave

Hybrid working environment

Pension scheme

Discretionary bonus

Medical & international travel cover

Life insurance

Wellbeing Employee Assistance Program

Cycle to Work

Employee discount platform

Digital learning platform

Volunteering programme

Social events

Job summary

Edenred PayTech is seeking an International Frontline Technical Support Engineer in Swindon/London for a 24/7 shift role. You will respond to alerts, manage incidents, and lead Major Incident Management while implementing changes and investigating root causes to improve service stability.

The role requires 24/7 shift availability, strong SQL/Unix skills, and solid communication. Hybrid work arrangement with attractive employee benefits is offered.

Qualifications

• Problem-solver 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 AppDynamics, Jira, Confluence, OpsGenie, Citrix.
• A degree in Computer Science or a related field.

Responsibilities

• 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.

Skills

Problem-solving mindset

SQL

Unix

Communication skills

Microsoft Office

Education

Degree in Computer Science or related field

Tools

AppDynamics

Jira

Confluence

OpsGenie

Citrix

Job description

Edenred PayTech is seeking an International Frontline Technical Support Engineer in Swindon/London for a 24/7 shift role. You will respond to alerts, manage incidents, and lead Major Incident Management while implementing changes and investigating root causes to improve service stability.

The role requires 24/7 shift availability, strong SQL/Unix skills, and solid communication. Hybrid work arrangement with attractive employee benefits is offered.