Frontline Technical Support Engineer (Shift)
Skills
About the role
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Frontline Technical Support Engineer (Shift)
Salary: £30,000 pa + Bonus + Shift Allowance
Swindon – Hybrid
Edenred PayTech is hiring for a Frontline Technical Support Engineer to join our growing Service Operations team.
The Frontline Technical Support Engineer (Shift) 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.
With strong technical capability, this role trains, coaches, and supports peers while maintaining deep awareness of PayTech technologies, contributing to the continuous improvement and operational excellence of the entire Service Operations team.
This role requires working on a shift pattern that operates 24/7.
What you will be doing:
Deliver rapid response to all inbound tickets and alerts, ensuring restoration of service within SLA.
Act as first ‑ line technical resolver for incidents, service interruptions, and degraded performance.
Lead and support Major Incident Management during shift (scribing, timekeeping, communications).
Perform advanced system monitoring using internal and third ‑ party tools to detect early warning signs.
Execute system changes in line with strict Change Management processes.
Work from the top of the queue to provide fair, consistent, and timely service to all clients.
Proactively identify risks or potential service disruptions across products and platforms.
Resolve complex technical issues and take ownership of tickets through to full resolution.
What you will bring:
Essential Criteria:
Strong demonstrable problem ‑ solving ability and ownership skills
SQL – experience writing complex queries and/or
Unix – high competence in investigation and troubleshooting and/or
Ticket management in Jira or other JSM tools
Proven experience managing client relationships and service expectations.
Desirable Criteria:
Experience in AppDynamics, Dynatrace or other alerting/monitoring tools
Jira / Jira Service Desk
Confluence
Citrix
Degree or equivalent in computing or a related technical/scientific discipline
Experience working in a 24/7 operations centre or high ‑ availability environment
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)
Income protection
Life insurance (4x salary)
Wellbeing Employee Assistance Program (extended access to family members)
Monthly gym allowance
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:
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