Technical Support Specialist – Helpdesk Lead

City/State

Location UK/Knutsford

Department Products/Technical Support

Apply Now (https://lde.tbe.taleo.net/lde02/ats/careers/v2/applyRequisition?org=GGS&cws=74&rid=8739)

ROLE TITLE: Technical Support Specialist – Helpdesk Lead

FUNCTION: Solutions

REGION: Europe

REPORTING: Technical Support 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 one hundred 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

The role of the Technical Support Specialist is to provide support to the UK Sales Team, the Customer Helpdesk and to the Field Service Engineers. In addition to providing customer demonstrations of GGS products, the job holder will provide Level 2 Support on both hardware & software and will be responsible for managing technical escalations through to resolution. Additional responsibilities will be to run periodic customer and management reports and to perform technical analysis on service management information to identify and implement efficiency improvements programs on the GGS hardware & software product range.

As a team lead you will also have responsibility for day-to-day activities that are required to maintain the service we are offering to internal colleagues. Working closely with the Pre-Sales & Solutions Manager, to achieve the goals and targets outlined in the additional team lead responsibilities.

Travel is an essential part of the role and at times can be unpredictable and varied. Travelling overseas will be a requirement to undertake technical training courses and supporting other regions as part of our One Europe vision .

MAIN RESPONSIBILITIES

· Support sales by providing customer demonstrations on the full range of GGS hardware and software products.

· Design and recommend potential technical solutions using GGS products that will deliver clearly defined operational benefits to 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.

· Design and deliver training courses on GGS/OEM products to customers, Field Service Engineers and the GGS Helpdesk.

· Assess helpdesk and field engineering staff under our proprietary accreditation scheme.

· 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 Level 2 technical assistance to UK and Ireland colleagues, on all GGS products and software.

· 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 GGS equipment.

· Using database reporting tools such as QlikView, J D Edwards 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 Assure client / server software solution.

· 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.

Team Lead responsibilities:

· Working closely with the Technical Support manager & Team Seniors to deliver a first-class support offering to Glory colleagues, inclusive of field-based engineers & customer service centre, as the two key elements.

· Quickly identify issues and escalate to the L3 support teams using the tools available.

· Own these issues until a successful resolution.

· Identifying training needs for the team.

· Assisting in setting the ePDR objectives and working with colleagues to achieve these.

· Creating a working methodology that drives improvement across all aspects of our support offering.

· Working with the Business Improvement Team to ‘spot’ & analyse trends, positive or negative.

REQUIRED EDUCATION AND QUALIFICATIONS

Education Level:

· Experience of 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

· Experience of supporting Electro-mechanical hardware and software in a support environment.

· Wide Area and Local Area Network experience.

· Knowledge of Windows Operating Systems is essential.

· Computer and database literacy.

· Working knowledge of .Net and Java is desirable.

· Strong customer-service orientation with proven ability to communicate at all levels.

· Analytical and problem-solving abilities, with excellent attention to detail. Methodical and organised in their approach to work.

· Tenacity when faced with difficult problems.

· Ability to quickly understand instructions and use own initiative. The successful candidate must be an individual who can be relied upon to complete a job without close supervision.

· 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.

· Good interpersonal and communication skills.

· Process orientated.

· Good decision-making skills

· 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 knowledge, ideas, and views with others.

· Separates important from less important and sets priorities.

· Defines problems (or problem areas).

· Finds creative ways of solving problems. Thinks of alternative solutions.

· Experience of writing and preparing training material and implementing training plans to roll out appropriate courses.

GLORY SPIRITS

The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

Value Creation - strive to create value for customers.

Self-Starter - understand the objectives of your own work and are proactive in achieving goals.

Collaboration - respect diversity and create a culture of collaboration to work with each other to achieve a common goal.

Integrity - understand Glory’s mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics.

Own Growth -leverage our own talent and achieve personal development by adopting a broader perspective, looking beyond our own work.

Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.

Third Party Agencies

Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role.

An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer

It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by state or local law at the Glory Global Solutions, Inc. location to which this application is submitted. In addition, as a Federal Government contractor, all Glory Global Solutions, Inc. locations are affirmative action employers.

EEO Information http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf