Technical Support Specialist Software Focused – Helpdesk

Key Responsibilities

• 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.

Required Qualifications, Skills, Knowledge & Expertise

• 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.

Job Benefits

• 25 days' holiday a year plus bank holidays with the opportunity to buy up to five additional days
• Competitive company pension scheme
• Ongoing training and development
• Private medical insurance for all employees (enhanced membership can be purchased for other family members)
• Dental insurance for all employees
• Life assurance 
• Income protection scheme
• Employee assistance programme
• Employee Wellbeing events and Mental Health First Aiders
• Employee My Benefits portal offering extensive retail discounts
• Free office parking

About
Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes. Why Join Us Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation. Glory ValuesThe Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect.  Customer Delight. We put our customers first.Integrity. We do the right thing, always. Innovation. We embrace new challenges and share the future. Speed. We move fast, that’s how we stay ahead. Diversity & Respect. We value the strength in our differences. Teamwork. We succeed together.