Frontline Technical Support Engineer (Shift)

Edenred
United Kingdom
Workplace: HybridFull timeGBP 30,000+ annuallyFunction: Customer Support (Service Desk)Skills: ["Problem-solving","Ownership","Client relationship management","Investigation","Troubleshooting"]

Provide 24/7 frontline technical support for PayTech systems, delivering rapid incident response and first-line restoration within SLA. Monitor services using internal and third-party tools, investigate and diagnose issues, lead Major Incident Management during shifts, and execute changes via strict Change Management. Own ticket resolution end-to-end, work the top of the queue for timely client service, and collaborate with Problem Management to prevent recurrence while supporting and coaching peers.

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Edenred
Edenred
1 month ago

Frontline Technical Support Engineer (Shift)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 39 days agoStatus: Live

Job Summary

Provide 24/7 frontline technical support for PayTech systems, delivering rapid incident response and first-line restoration within SLA. Monitor services using internal and third-party tools, investigate and diagnose issues, lead Major Incident Management during shifts, and execute changes via strict Change Management. Own ticket resolution end-to-end, work the top of the queue for timely client service, and collaborate with Problem Management to prevent recurrence while supporting and coaching peers.
Location: United Kingdom
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Deliver rapid response to inbound tickets and alerts, restoring service within SLA.
  • •Serve as first-line technical resolver for incidents, service interruptions, and degraded performance.
  • •Lead and support Major Incident Management during shift, including scribing, timekeeping, and communications.
  • •Perform advanced system monitoring to detect early warning signs and proactively identify service risks.
  • •Execute system changes in line with strict Change Management and resolve complex issues through to full ticket resolution.

Pay and Benefits

Salary: GBP 30,000 annually
Perks:Paid LeavePensionHealth InsuranceTravel AllowanceIncome ProtectionLife InsuranceGym MembershipLearning BudgetRemote WorkWellness Stipend

Key Requirements

  • •Strong problem-solving ability and ownership skills.
  • •Experience writing complex SQL queries.
  • •High competence in investigation and troubleshooting using Unix.
  • •Ticket management experience in Jira or other JSM tools.
  • •Proven experience managing client relationships and service expectations.
Skills:Problem-solvingOwnershipClient relationship managementInvestigationTroubleshooting
Tech Stack:SQLUnixJiraJSMAppDynamicsDynatraceJira Service DeskConfluenceCitrix

Company Brief

Edenred
Provides prepaid corporate services and solutions including employee benefits, meal vouchers, expense management, and fleet & mobility solutions to businesses worldwide, enabling workplace services and digitized payment solutions.
Industry: Payments
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Paris, France
Founded: 2010
WebsiteLinkedIn