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Frontline Technical Support Engineer, Swindon
Client: PROWEBCE
Location: Swindon, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 375b2c0f0ab6
Job Views: 5
Posted: 12.08.2025
Expiry Date: 26.09.2025
Job Description:
Essential Duties and Responsibilities
* Act as a bridge between clients and the wider PPS business and teams. Deliver a rapid response to all tickets and alerts to ensure a quality service and minimize BAU disruption.
* Make system changes in line with strict Change Management processes.
* Provide recommendations for service improvements to increase availability, enhance service levels, reduce costs, and improve customer satisfaction by reducing operational problems.
* Ensure regular and effective communication with clients and internal stakeholders using ticket management for a clear audit trail.
* Investigate and diagnose problems with relevant subject matter experts to assess and analyze root causes.
* Maximize ticket workflows by working within published and contractual SLAs, escalating where necessary.
* Lead during Major Incidents in roles such as Scribing, Timekeeping, and Communications.
* Stay up-to-date with all current PPS technologies, dedicating time during and outside of working hours.
* Assess and develop action plans for current and future technology skills needed within the team to succeed in Service Delivery.
* Optimize support ticket workflows in line with standards and procedures to deliver high and consistent performance, adhering to client SLAs.
* Proactively identify potential disruptions to products and services for clients.
What we want from you:
* Proven problem-solving and ownership skills.
* Experience with complex SQL queries and/or proficiency in Unix.
* Ability to read Java code and experience in designing complex solutions.
* Proven client relationship management experience.
* Fluent English communication skills.
* Proficiency in MS Office.
Desirable knowledge/experience:
* AppDynamics, Jira/Jira Service Desk, Confluence, OpsGenie, Citrix.
* Degree or equivalent in computer science or a related technical discipline (desirable).
Behavioral traits:
* Well organized, methodical, and detail-oriented.
* Flexible with changing priorities.
* Strong written and oral communication skills.
* Self-motivated team player.
* Ability to build relationships externally.
* Excellent interpersonal skills.
Why Edenred PayTech?
We are part of the Edenred group, a Mastercard Principal Member, and an FCA Electronic Money Institution, offering innovative services including payment processing, banking solutions, BIN sponsorship, and eWallets. We serve clients in Challenger Banking, Corporate Benefits, Retail, and Travel sectors. Join us to develop your career in a dynamic environment.
What you will get:
* 25 days annual leave plus Bank Holidays, increasing with service.
* Hybrid working environment.
* Income protection, life insurance, wellbeing programs, employee discounts, and more.
Diversity:
We are committed to equal opportunity employment and welcome applicants from all backgrounds. We do not discriminate based on age, race, gender, or other protected characteristics.
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