Deployment Support Analyst

Summary

Everforth Apex is an IT services company. The Deployment Support Analyst provides remote technical support for restaurant technology, supports Deployment, ECARE, and RTO programs, troubleshoots application issues, coordinates with vendors and service teams, and maintains troubleshooting documentation.

Responsibilities

• Serves as a technical expert using independent judgment and discretion within approved processes when providing technical assistance and support to customers and lower level analyst
• Cross-trained to support Deployment, ECARE, and RTO programs which includes troubleshooting, vendor follow up, coordination with Service Desk
• Availability and willingness to serve in a schedule rotation that provides night and weekend support
• Identify root cause issues and defect with Tier 1 applications. Then share those findings with Business Partners to address and resolve application defects
• Analyze customer workflow and/or processes flows issues and help to facilitate operational support for their business
• Translate customer requests into appropriate specifications incidents. Understand and appreciate customers' business functions and time while driving results on incident resolution
• Maintain increasing technical knowledge of the assigned application. Provide technical knowledge in the support of programming languages and applications in various system environments
• Demonstrate and apply information systems, theory, processes and technology to all work
• Contact vendors regarding service issues to receive support information or assistance as instructed by the Team Leader
• Work collaboratively with Reporting and Problem Management teams on reporting needs and problem management systems
• Provide effective customer service by being courteous, polite and friendly at all times. Acknowledge customers timely in order to determine their need and help the customer resolve the issue or request. Participate in departmental programs that promote and deliver exceptional customer service
• Perform other duties and special projects as assigned by the Leader

Skills

• At least 1 years customer service experience
• Strong technical skill set of understanding computer concepts such as operating system commands and scripts (i.e., UNIX, NT, PC Fundamentals, OS2, etc.)
• Strong business knowledge to problem solve and provide leadership to less experienced team members
• Excellent written and oral communication skills
• Strong organizational and multitasking skill
• Prefer Computer Science degree or equivalent years of experience
• At least 1 years of Help Desk experience preferred
• A+ Certification or equivalent experience preferred
• Network+ Certification or equivalent experience preferred

Qualifications

Must Haves

• At least 1 years customer service experience
• Strong technical skill set of understanding computer concepts such as operating system commands and scripts (i.e., UNIX, NT, PC Fundamentals, OS2, etc.)
• Strong business knowledge to problem solve and provide leadership to less experienced team members
• Excellent written and oral communication skills
• Strong organizational and multitasking skill

Nice to Haves

• Prefer Computer Science degree or equivalent years of experience
• At least 1 years of Help Desk experience preferred
• A+ Certification or equivalent experience preferred
• Network+ Certification or equivalent experience preferred

Benefits

• Medical, dental, vision, life, disability, and other insurance plans
• Employee stock purchase program (ESPP)
• 401K program, typically available within 30 days of starting, with a company match after 12 months of tenure
• Health Savings Account (HSA) on the HDHP plan
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program
• Access to certification preparation and a library of technical and leadership courses, books, and seminars after 6+ months of tenure
• Certification discounts and other perks for associations including CompTIA and IIBA
• Dedicated customer service team for Consultants to address questions about benefits and other resources
• Certified Career Coach