Technical Support Analyst (Deployment)

Solugenix is an information technology services firm that has a rich history of providing comprehensive technology services and solutions for more than five decades.

As a pioneer in IT services, we’ve partnered with some of the biggest global corporations across many industries. Our history was built on a foundation of partnerships with global brands like McDonald’s, Microsoft, CIT Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and many others. Whether it’s providing dedicated support centers, staffing quality teams, or delivering business service solutions, clients can always count on Solugenix.

Title:                     Deployment Specialist

Location:              Work From Home

Position:               Full Time

Experience:          3+ years

Work Hours:      Any time between 7:30 AM and 9:30 PM IST (4 days a week (10 hours shift))

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.

• Deploy upgrades/updates to brand servers with a high level of oversight to avoid service disruption
• Scripting: ability to write and improve complex scripting.
• Have a high degree of technical acumen and be capable of analysts in 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 Brand 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:

• 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 

Preferred:

• Bachelor’s Degree
• 3+ years hardware/software troubleshooting experience in multi-unit retail