Level 2 Software Support Engineer

Glory; Knutsford; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

25 days leave

Pension

Training & development

Private medical insurance

Dental insurance

Life assurance

Income protection

Employee wellbeing

Employee discounts

Free parking

Job summary

Glory is seeking a self-driven Technical Support Specialist to assist UK & Ireland Field Service Engineers and the Glory helpdesk in Knutsford. You will handle Level 2 support for hardware and software, focusing on software issues, and manage escalations through to resolution.

You will also use Glory’s remote device management platform to speed up fixes and drive efficiency improvements across products. The role requires strong troubleshooting, scripting basics, and the ability to work with

Qualifications

• Experience supporting software and electro-mechanical hardware in a support environment.
• Familiarity with Windows and Linux command lines; scripting basics.
• Ability to analyse logs and diagnostic information to troubleshoot problems.
• Willingness to learn new tools, platforms and technologies.
• Understanding of databases, APIs, and client/server architectures.

Responsibilities

• Provide Level 2 support for hardware and software with emphasis on software.
• Escalate and manage technical issues to resolution with field engineers and helpdesk.
• Utilise remote device management to aid swift resolutions.
• Create technical documentation and field procedures.
• Analyse service data to identify efficiency improvements.
• Develop diagnostic scripts for field engineers.
• Maintain technical libraries and provide escalation paths to manufacturers.

Skills

Windows/Linux CLI

Scripting basics

Networking fundamentals

Troubleshooting complex systems

Documentation skills

Team collaboration

Education

HNC/HND/Degree in software/electro-mechanical engineering

Tools

QlikView

Excel

Job description

Glory is seeking a self-driven Technical Support Specialist to assist UK & Ireland Field Service Engineers and the Glory helpdesk in Knutsford. You will handle Level 2 support for hardware and software, focusing on software issues, and manage escalations through to resolution.

You will also use Glory’s remote device management platform to speed up fixes and drive efficiency improvements across products. The role requires strong troubleshooting, scripting basics, and the ability to work with