Technical Support Specialist Software Focused – Helpdesk

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. Help Maintain the techni