Technical Solutions Specialist

Real Time Networks is hiring a Field Service Delivery Technician to support advanced key management systems, biometric technology, and networked hardware and software solutions used by clients across a variety of industries. The role combines hands-on troubleshooting, customer training, onsite installations, and cross-department collaboration with Product Development, Engineering, and Operations.

Responsibilities include:

• diagnosing and resolving hardware and software issues for smart lockers, key management systems, and biometric devices
• delivering customer training and onboarding
• participating in the 24/7 after-hours support rotation
• performing onsite service visits across North America
• managing tickets to SLA
• maintaining hardware inventory
• contributing to SOPs and knowledge base articles.

Required:

• 5 years of customer or technical support experience
• post-secondary education in IT, Electronics, or a related discipline
• proven troubleshooting skills across hardware and software
• networking fundamentals
• experience with tools such as TeamSupport, HubSpot, Slack, SharePoint, and Microsoft 365.