About this role
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 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.