Technical Support Specialist - Helpdesk Software focus

We are looking for a self-driven, enthusiastic individual with sound knowledge in both hardware & software, to come and join the team in Knutsford. The primary role of the Technical Support Specialist is to provide support to the UK & Ireland Field Service Engineers and the Glory internal customer helpdesk. The job holder will provide Level 2 Support on both hardware & software, with an emphasis on software, and will be responsible for managing technical escalations through to resolution, as well as utilising Glory's bespoke remote device management platform to aid a swifter resolution, were possible, on solutions that are linked to the platform. Additional responsibilities will be to perform technical analysis on service management information to identify and implement efficiency improvements programs on the Glory hardware & software product range., · Utilising enhanced knowledge of Windows / Linux operating systems, to provide customer support.

· Utilising enhanced network and network security skills to provide customer support.

· Database support to our customers.

· Create electronic technical documentation including Field Information Bulletins and Technical Information Bulletins, and field engineering procedures.

· Provide technical assistance on machine problems to customers and Field Service Engineers.

· Provide technical assistance to the GGS Helpdesk on the resolution of faults, which can be resolved over the telephone and by using Remote Device Management.

· Maintain the technical library of GGS products in Knutsford to ensure this is kept up to date with the latest technical information for our Field Service engineers.

· Provide a technical escalation path to the manufacturer for technical faults received from the Field Service Engineers or the GGS Helpdesk.

· Provision diagnostic software for the Engineers laptop build, ensuring the software works on the latest build and that the software functions with all supported GGS equipment.

· Using database reporting tools such as QlikView and Excel, prepare reports measuring both internal and customer performance for periodic publication.

· Carry out analysis and create action plans for GGS and OEM products on how to operate and maintain products in a manner that will reduce the service call rate.

· Design and produce diagnostic scripts for the Field Service Engineers to help reduce the time spent onsite when fixing a GGS product.

· Interface with the GGS engineering & solution groups with technical escalations and to gain technical information which can be distributed to the UK Field Service & Helpdesk departments.

· The list of responsibilities is not inclusive and is subject to change in consultation with the job holder.

· Supporting software and electro-mechanical hardware in a support environment.

Qualifications:

· HNC / HND / Degree qualified in a software related field, and electro-mechanical engineering.

REQUIRED SKILLS AND COMPETENCIES

· Familiarity with the Windows & Linux command line and batch / bash scripting.

· Understanding of common network cryptography / security technologies.

· Coding experience would be useful, but language not important (python / .net / java).

· Wide Area and Local Area Network experience.

· Computer and database literacy.

· Strong customer-service orientation with proven ability to communicate at all levels.

· Analytical and problem-solving abilities, with excellent attention to detail. Methodical and organized in their approach to work.

· Tenacity when faced with difficult problems.

· Ability to quickly understand instructions and use own initiative. The successful candidate must be an individual who can be relied upon to complete a job without close supervision.

· Ability to recognise and act on essential priorities.

· Good written and verbal communication skills.

· Demonstrates an organised and structured approach to work with evidence of strong problem-solving skills.

· A good communicator with an excellent telephone manner.

· Recognises and gathers important data and puts this into a context that all interested parties can understand.

· Team Player.

· Identifies new trends and developments within their field and keeps their knowledge up to date.

· Learns from others about matters within their own field of specialty and applies them.

· Shares knowledge, ideas, and views with others.

· Finds creative ways of solving problems.

· Experience of writing and preparing training material and implementing training plans to roll out appropriate courses.

GLORY SPIRITS

The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation - strive to create value for customers.

Self-Starter - understand the objectives of your own work and are proactive in achieving goals.

Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal.

Integrity - understand Glory's mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics.

As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement, and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals - enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business.