International Frontline Technical Support Engineer

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

Dê um passo à frente e deixe a Edenred surpreender você. Todos os dias, fornecemos soluções inovadoras para melhorar a vida de milhões de pessoas, conectando funcionários, empresas e comerciantes em todo o mundo. Sabemos que há centenas de maneiras de você crescer. Conosco, você expandirá suas habilidades em um ambiente multicultural, desafiador e dinâmico. Atreva-se a se juntar à Edenred e prepare-se para prosperar em uma empresa global que lhe oferecerá infinitas oportunidades. A Edenred tem tudo a ver com meritocracia. Você vem como você é e contribui. De fato, o Grupo Edenred reconhece, recruta e desenvolve todos os talentos e singularidades. Temos o compromisso de evitar todas as formas de discriminação e de oferecer a todos os nossos candidatos oportunidades iguais, independentemente de seu gênero e expressão de gênero, deficiência, origem, crença religiosa e orientação sexual ou qualquer outro critério.

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.

The Edenred State of mind - Nós somos uma empresa única. Estamos em busca de pessoas pra abraçar a aventura Edenred com a mesma intensidade e paixão que nós temos por aqui. Aventureiros que se sentirão à vontade na Edenred porque gostam de ultrapassar limites, experimentar coisas novas, melhorar sempre, vencer e crescer. Precisamos de homens e mulheres que compartilham nossa ambição, que busquem alto desempenho, que nos desafiem e se desafiam para seguirmos em frente todos os dias. Procuramos a galera que queira vibrar com a gente.