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Technical Support Specialist

2 months ago

Swindon, Swindon, United Kingdom Edenred Full time

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our Service Operations team at Edenred PayTech. As a Technical Support Specialist, you will be responsible for delivering a world-class, seamless 24/7 IT operations support to our clients.

Key Responsibilities:

  • Act as a bridge between clients and the wider Paytech business and teams
  • Deliver a rapid response to all tickets and alerts to ensure a quality service and any BAU disruption is kept to a minimum
  • Make system changes in line with strict Change Management processes
  • Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduced costs, and improved convenience and satisfaction by reducing the number of operational problems
  • Ensure regular and effective communications with clients and internal stakeholders using ticket management for a crisp audit of all actions
  • Investigate and diagnose problems using relevant subject matter experts to assess and analyse root causes
  • Maximise Ticket workflows by working within published and contractual SLA's, escalating where necessary
  • Be a voice and resolver during any and all Major Incidents, capable of taking the lead in Scribing, Time keeping, Communications
  • Stay up to date with all current Paytech technologies by making time inside and outside of working hours
  • Assess and build action/development plans for current & future technology knowledge & skills that are required within the Sop's wider team, to succeed in Service Delivery
  • Optimise Support ticket/workflows in line with Support Standards and Procedures to deliver a high and consistence performance, whilst also committing to the adherence of the client SLA
  • Proactively identify any potential disruption to any or all products & services for our clients

Requirements:

  • Demonstratable problem solving and ownership skills
  • SQL – Experience in complex writing SQL queries And/Or
  • Unix – Highly capable and demonstratable effective competence And/Or
  • Java – Ability to read Java code And/Or
  • Experience in the definition and design of complex solutions
  • Proven experience in client relationship management
  • Fluent English
  • MS Office

Desirable knowledge/experience:

  • AppDynamics
  • Jira/Jira Service Desk
  • Confluence
  • OpsGenie
  • Citrix
  • Degree or equivalent in a computer science or a scientific/technical discipline

About Edenred PayTech:

We are a subsidiary of the Edenred group and a Mastercard Principal Member, and an FCA Electronic Money Institution, offering a range of cutting-edge services including Payment Processing, UK and SEPA banking solutions, BIN sponsorship, and eWallet provisions.

We work with various clients across Challenger Banking (Monese, Tide, Anytime, and more), Corporate Benefits (Fuel cards, restaurant tickets), and Retail and Travel services (Sainsbury's, TUI, Argos).

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.

Diversity:

Edenred 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.