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GLORY

Automates cash handling with cash recyclers

Technical Support Level 2

IT Service Desk & End User SupportUpdated on Nov 13
Full-timeMexico City, CDMX, MexicoNo salary listed

About the Job

Requirements

  • A licenciatura or technical degree in Information Technology, Informatics, or a related area is required.
  • At least 3 years of experience in N2 technical support or equivalent roles is required.
  • Experience in troubleshooting and field support is desirable.
  • Experience using IT service management systems and record-keeping tools is required.
  • Proficiency with Microsoft Office, including Word, PowerPoint, Excel, and Power BI, is required.
  • Fluent Spanish and basic English are required.
  • Advanced technical ability to diagnose and resolve complex problems is required.
  • Ability to communicate clearly and effectively with field technicians is required.
  • Discipline in documentation and data quality is required.
  • Ability to collaborate across technical and operational teams is required.
  • Ability to read and interpret safety rules, operating and maintenance instructions, and procedure manuals is required.
  • Ability to write routine reports and correspondence is required.
  • Ability to speak effectively before groups of customers or organizational employees is required.
  • Ability to work a rotating schedule providing coverage Monday through Sunday between 06:00 and 23:00 is required.

Responsibilities

  • Provide advanced remote N2 technical support to Field Engineering by handling critical cases escalated from N1.
  • Resolve complex incidents within established timeframes to ensure operational continuity.
  • Communicate systemic problems to the Technical Support Team Leader for advanced N2.5 troubleshooting and resolution.
  • When required, provide advanced onsite N2 technical support for critical cases escalated from N1 to Field Engineering.
  • Act as a technical reference in highly complex situations, ensuring operational continuity and customer satisfaction.
  • Document and submit technical follow-up reports on actions taken to resolve field cases.
  • Obtain certifications on Glory equipment to raise the technical level of the area.
  • Stay current on new technologies and troubleshooting methodologies.
  • Use technical tools and documentation, including service manuals, parts lists, and technical bulletins provided by N3.
  • Create guides, technical documentation, and materials for Field Engineering.
  • Document all activities thoroughly in SWO.
  • Identify knowledge gaps in Field Engineering and propose improvements based on real cases.
  • Communicate with the Technical Training teams, software development, and product management to determine best practices and procedures for reducing recurrence and RECALL incidents.
  • Support Field Engineering in real time while critical cases are being handled.
  • Coordinate with Technical Training teams and the Repair Center to close technical feedback loops.
  • Promote disciplined use of support tools and technical standards.
  • Perform other assigned duties.

Desired Qualifications

  • Proven experience in troubleshooting and field support is desirable.

About the Company

GLORY

Automates cash handling with cash recyclers

1) What the company does: Glory Global Solutions provides cash technology solutions that automate cash processes for customers in the financial, retail, gaming, and cash-in-transit industries, including products like cash recyclers and point-of-sale cash management systems. 2) How the product works: Its cash handling systems automate cash intake, storage, verification, and dispensing, often recycling cash to optimize liquidity and reduce manual handling, with secure, integrated hardware and software that fit clients’ workflows. 3) How it differs from competitors: It offers customized, end-to-end cash technology solutions and ongoing service agreements tailored to each client’s security, efficiency, and operational needs, rather than generic hardware. 4) Goal: To improve operational efficiency, enhance security, free staff to focus on customer experience, and promote sustainability by designing technology that supports social change and efficient cash management.

Company size
Not listed
Company stage
Acquired
Total funding
Not listed
Headquarters
Basingstoke, United Kingdom
Founded
2008

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