Technical Support Specialist

**ROLE TITLE**:Technical Support Specialist - Helpdesk**

**FUNCTION**:Solutions**

**REGION**:Europe**

**REPORTING**:Solutions Manager**

**LOCATION**:UK, Knutsford**

**COMPANY OVERVIEW**

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_._

***ROLE PURPOSE**

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 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.

**MAIN RESPONSIBILITIES**
- 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.
- Design and deliver training courses on GGS/OEM products to customers, Field Service Engineers and the GGS Helpdesk.
- 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.
- Provide Software Support to GGS customers with our Cash Insight and Ubiqular software solutions.
- 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.

**REQUIRED EDUCATION AND QUALIFICATIONS**

***Experience**:

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

**Qualifications**:

- HNC / HND / Degree qualified in electro-mechanical engineering or software related field.

**REQUIRED SKILLS AND COMPETENCIES**
- Wide Area and Local Area Network experience.
- Knowledge of Windows Operating Systems is essential.
- 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 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 know