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Technical Support Specialist Software Focused – Helpdesk

GLORY

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

Responsibilities

  • 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.
  • Help 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.

Requirements

  • HNC / HND / Degree qualified in a software related field, and electro-mechanical engineering.
  • Experience supporting software and electro-mechanical hardware in a support environment.
  • Familiarity with the Windows & Linux command line and batch / bash scripting.
  • Methodical approach to troubleshooting complex software, infrastructure, and integration issues.
  • An interest in technology and software systems, with a willingness to learn new tools, platforms, and technologies.
  • Basic knowledge & experience of programming, scripting, or automation using languages such as Python, C#, PowerShell, Bash or similar.
  • Familiarity with databases, SQL, and structured data formats such as JSON or XML, Understanding of web technologies, APIs, and client/server architectures.
  • Exposure to Linux and Windows operating systems, including command-line tools and system administration tasks.
  • Ability to analyse logs and diagnostic information to troubleshoot, identify, and resolve problems across whole systems.
  • Awareness of modern infrastructure technologies such as virtualization, containers, cloud platforms, and Infrastructure-as-Code.
  • Strong desire to learn new technologies and develop expertise across software, infrastructure, networking, and security disciplines.
  • Understanding of fundamental networking, including protocols, subnets & routing concepts.
  • Awareness of Public Key Cryptography Standards, including the use of OpenSSL.
  • Strong communication skills and the ability to work collaboratively with customers, developers, and technical teams to resolve complex issues.
  • Team player.

Benefits

  • 25 days' holiday a year plus bank holidays with the opportunity to buy up to five additional days
  • Private medical insurance for all employees (enhanced membership can be purchased for other family members)
  • Employee Wellbeing events and Mental Health First Aiders
  • Employee My Benefits portal offering extensive retail discounts
  • Free office parking