International Frontline Technical Support Engineer

Edenred Finland Oy; Swindon; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Hybrid working environment

Pension scheme – employer 6% with min

Discretionary bonus

Medical & international travel cover

Life insurance

Wellbeing Employee Assistance Program

Holiday trading scheme

Cycle to Work scheme

Employee discount platform

Employee referral bonus scheme

Digital learning platform

In-office snacks

Volunteering programme

Job summary

Edenred PayTech, a subsidiary of the Edenred group, seeks an International Frontline Technical Support Engineer to provide rapid technical response and 24/7 monitoring for PayTech systems. This hybrid role bases in Swindon/London and requires shift work.

You will handle incidents, alerts, and service requests within strict SLAs, support Major Incident Management, and collaborate with Problem Management to prevent recurrence. A degree in CS or related field is required.

Qualifications

• Proficiency in SQL (complex queries) and/or Unix (command-line competence).
• Strong communication and client relationship skills.
• Proven ability to own and resolve complex technical issues.
• Solid Microsoft Office skills.

Responsibilities

• Respond rapidly to system alerts and support tickets, minimising downtime and restoring services within agreed SLAs.
• Manage incidents through to resolution, owning complex technical issues and ensuring a positive client experience.
• Lead and support Major Incident Management activities, coordinating communications and timely resolution.
• Implement system changes per Change Management procedures to reduce operational risk.
• Conduct root cause investigations into recurring incidents and identify preventative solutions.
• Maintain accurate ticket records and audit trails for clients and stakeholders.
• Proactively monitor system performance and service health to identify issues early.
• Escalate recurring problems to Problem Management to improve long-term stability.
• Collaborate with internal teams to resolve service disruptions and improve efficiency.

Skills

SQL

Unix

Communication

Microsoft Office

Education

Degree in Computer Science or related field

Tools

AppDynamics

Jira

Confluence

OpsGenie

Citrix

Job description

Ota askel eteenpäin ja anna Edenredin yllättää sinut. Toimitamme joka päivä innovatiivisia ratkaisuja, jotka parantavat miljoonien ihmisten elämää ja yhdistävät työntekijät, yritykset ja kauppiaat ympäri maailmaa. Tiedämme, että sinulla on sata tapaa kasvaa. Meillä voit laajentaa taitojasi monikulttuurisessa, haastavassa ja dynaamisessa ympäristössä. Uskalla liittyä Edenrediin ja valmistaudu kukoistamaan globaalissa yrityksessä, joka tarjoaa sinulle loputtomasti mahdollisuuksia. Edenredissä on kyse meritokratiasta. Tulet sellaisena kuin olet ja annat panoksesi. Edenred-konserni tunnustaa, rekrytoi ja kehittää kaikkia kykyjä ja erityispiirteitä. Olemme sitoutuneet estämään kaikenlaisen syrjinnän ja tarjoamaan kaikille hakijoillemme yhtäläiset mahdollisuudet sukupuolesta ja sukupuolen ilmaisusta, vammaisuudesta, alkuperästä, uskonnollisesta vakaumuksesta ja seksuaalisesta suuntautumisesta tai muista kriteereistä riippumatta.

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.

Hae nyt! - Vibe with Us! The Edenred State of mind - Olemme erityinen yritys. Etsimme uusia osaajia, ketkä omaksuvat paikkansa Edenredin matkassa samalla innolla ja intensiivisyydellä kuin mekin. Joukkoon liittyvät tuntevat kuuluvansa tänne välittömästi, sillä hekin haluavat kokeilla uusia asioita, jatkuvasti kehittyä, venyttää rajoja, voittaa ja kasvaa. Tarvitsemme vahvistukseksi joukkoomme osaajia, ketkä jakavat kunnianhimomme ja ketkä haluavat näyttää ammatilliset kyntensä, haastavat meitä ja itseään kehittyen edelleen joka päivä. Etsimme heitä, ketkä samaistuvat tähän kuvaukseen ja haluavat "vibe with us"!