About this role
International Frontline Technical Support Engineer
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.
Apply now and Vibe with Us!