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Description
Position Summary
The Deployment Technician plays a critical role in executing and supporting customer installation projects for Scale Computing's managed services deployments by configuring network hardware, providing real-time support, and ensuring successful deployment completion. This position requires flexibility, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
Key Responsibilities
Installation & Field Support
- Conduct remote and on-site installations of network hardware (firewalls, switches, wireless APs, etc.).
- Support onsite technicians via Google Meet, Dialpad, or similar platforms.
- Manage multiple installations concurrently track milestones, provide critical check-in support, and ensure timely completions.
- Adhere to all SOPs, install guides, and platform-specific standards and internal deployment tools.
- Upload required install documentation (pre-/post-photos, diagrams, port layouts) for QA review.
- Update task statuses accurately in Jira, DaySmart, and related systems.
- Escalate issues appropriately through Slack or designated escalation channels.
- Maintain responsiveness and clear communication throughout the assigned shift.
Team Contribution & Development
- Contribute to internal initiatives, including documentation and knowledge base improvements, QA reviews and process standardization, pilot programs and hardware validation, and cross-departmental collaboration.
- Mentor and assist in onboarding new Deployment Technicians.
- Support overflow and non-installation tasks as assigned by leadership.
Flexibility & Availability
- Must be available to work across multiple time zones and accommodate customer availability.
- Required to support both morning and afternoon shifts; participate in on-call rotation as needed.
- Willing to work overnight installs when required.
- Expected to remain online, responsive, and communicative during scheduled shifts.
- Must be adaptable and able to reprioritize between installs, internal tasks, and urgent needs.
Physical & Work Environment Requirements
- This role is primarily computer-based and does not require heavy lifting.
- Must be able to sit or stand at a workstation for extended periods.
- Comfortable working in a remote environment with occasional travel as needed.
- Ability to use basic office and remote support equipment (laptop, headset, webcam, etc.).
Requirements
Required
- Minimum 2 years' experience in deployments, IT support, or field services.
- Solid understanding of networking fundamentals (IP addressing, VLANs, DHCP, switch configurations).
- Strong communication and customer service skills.
- Ability to manage remote sessions and coordinate effectively across teams.
- Proficiency with Slack, Google Workspace, Jira, and DaySmart.
Preferred
- Associate degree in Information Technology, Computer Networking, or a related field (or equivalent practical experience).
- CompTIA Network+, CCNA, or equivalent certifications.
- Candidates with equivalent work experience in deployments, IT support, or network services are encouraged to apply in lieu of formal education.
- Experience working with internal deployment and scheduling platforms.
- Exposure to multi-site rollout projects and firewall deployments.
Key Skills
- Installation & Field Support
- Networking Fundamentals
- Customer Communication & Service
- Documentation & QA
- Cross-Team Collaboration
- Flexibility & On-Call Availability