This is an English-speaking role. If you are confident with your English communication, let's apply!

The Technical Support Analyst (Deployment) provides advanced technical support in installing new software and deploying upgrades/updates. Pilot software deployments, provide results, and clearance of pilot to launch to completion. Assist in maintaining network integrity with the network vendor by remediating servers and maintaining a database of locations.

Duties and Responsibilities

• Deploy upgrades/updates to servers with a high level of oversight to avoid service disruption
• Ability to write and improve complex scripting.
• Have a high degree of technical acumen and be capable of driving root cause analyses.
• An extensive working knowledge of POS systems, payment systems, audio systems, general windows support and troubleshooting.  The ability to work within a ticketing system to track and record support tasks.
• Provide troubleshooting and reporting of deployment packages and report on resolution
• Provide application support and maintenance management for customers external helpdesk(s), field service organization(s) and customer’s technology group 
•Manage and lead special projects to advance service capabilities and monitor the health of customer’s retail systems.  This includes but is not limited to: hardware health monitoring/reporting, building/validation production support requirements for new pilots/initiatives, and ITIL implementation.
• Report opportunities for global updates/improvements based on trending issues.
• Provide remote support for technology deployments for new stores, relocated store, technology retrofits, special projects and audio & point of sale equipment additions.  
• Resolve technical and business partner performance challenges which have been escalated beyond normal service channels for store managers, supervising partners and company directors.
 

Required Qualifications

• Min. 3 years (installing new software and deploying upgrades/updates)
• 1+ year troubleshooting in multi-unit retail
• 1+ year software deployment experience
• Strong communication skills
• Demonstrated technical aptitude and acumen
• Experience working independently and as part of a team
• Experience being the established technical resource and subject matter expert in a team
• High degree of professionalism 
• Customer Service acumen 
• Reporting knowledge 
• Proficient in written and spoken English.
• Eagerness to learn and adapt to new products and technologies.
• Strong problem-solving skills and analytical thinking.
• Effective communication skills for interacting with colleagues and providing exceptional service.
• Ability to work independently and collaboratively as part of a domestic and international team.
• Willingness to participate in on-call rotation to provide 24/7 customer support