{"id":3516366,"url":"https://alion.io/job/glory-technical-support-specialist-software-focused-helpdesk","title":"Technical Support Specialist Software Focused – Helpdesk","company":{"id":50549,"name":"GLORY","domain":"glory-global.com","url":"https://alion.io/company/glory-global","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":95,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0.333,"time_to_fill_p50_days":22,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Knutsford, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":27000,"max_usd":50000,"period":"year","method":"role_country_seniority_unknown","sample_n":152},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Bash","optional":false},{"name":"C#","optional":false},{"name":"Linux","optional":false},{"name":"OpenSSL","optional":false},{"name":"PowerShell","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-29T10:29:40Z","employer_posted_date":"2026-10-29","last_verified_at":"2026-11-01T21:24:36Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"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.\nKey Responsibilities\nUtilising enhanced knowledge of Windows / Linux operating systems, to provide customer support.\nUtilising enhanced network and network security skills to provide customer support.\nDatabase support to our customers.\nCreate electronic technical documentation including Field Information Bulletins and Technical Information Bulletins and field engineering procedures.\nProvide technical assistance on machine problems to customers and Field Service Engineers.\nProvide technical assistance to the GGS Helpdesk on the resolution of faults, which can be resolved over the telephone and by using Remote Device Management.\nHelp 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.\nProvide a technical escalation path to the manufacturer for technical faults received from the Field Service Engineers or the GGS Helpdesk.\nProvision 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.\nUsing database reporting tools such as QlikView and Excel, prepare reports measuring both internal and customer performance for periodic publication.\nCarry 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.\nDesign and produce diagnostic scripts for the Field Service Engineers to help reduce the time spent onsite when fixing a GGS product.\nInterface 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.\nThe list of responsibilities is not inclusive and is subject to change in consultation with the job holder.\nSkills, Knowledge & Expertise\n\nExperience:\n Supporting software and electro-mechanical hardware in a support environment.\n\nQualifications:\n HNC / HND / Degree qualified in a software related field, and electro-mechanical engineering.\n\n REQUIRED SKILLS AND COMPETENCIES\n\nFamiliarity with the Windows & Linux command line and batch / bash scripting.\nMethodical approach to troubleshooting complex software, infrastructure, and integration issues. \nAn interest in technology and software systems, with a willingness to learn new tools, platforms, and technologies.\nBasic knowledge & experience of programming, scripting, or automation using languages such as Python, C#, PowerShell, Bash or similar.\nFamiliarity with databases, SQL, and structured data formats such as JSON or XMXL\nUnderstanding of web technologies, APIs, and client/server architectures. \nExposure to Linux and Windows operating systems, including command-line tools and system administration tasks. \nAbility to analyse logs and diagnostic information to troubleshoot, identify and resolve problems across whole systems. \nAwareness of modern infrastructure technologies such as virtualization, containers, cloud platforms, and Infrastructure-as-Code. \nStrong desire to learn new technologies and develop expertise across software, infrastructure, networking, and security disciplines. \nUnderstanding of fundamental networking, including protocols, subnets & routing concepts.\nAwareness of Public Key Cryptography Standards, including the use of OpenSSL.\nStrong communication skills and the ability to work collaboratively with customers, developers, and technical teams to resolve complex issues.\n Team player.\nJob Benefits\n25 days' holiday a year plus bank holidays with the opportunity to buy up to five additional days\nCompetitive company pension scheme\nOngoing training and development\nPrivate medical insurance for all employees (enhanced membership can be purchased for other family members)\nDental insurance for all employees\nLife assurance \nIncome protection scheme\nEmployee assistance programme\nEmployee Wellbeing events and Mental Health First Aiders\nEmployee My Benefits portal offering extensive retail discounts\nFree office parking","description_format":"text","description_chars":4931,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Health insurance"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Vending & Automated Retail"],"lifecycle":[{"event":"open","at":"2026-10-30T10:29:40Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring 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