Service Delivery Agent jobs

Field Service Delivery Technician

About the job

Employment Type: Permanent. Full-time [5 days per week]

Location: Milton, ON

Salary: $55,000 - $70,000

Anticipated Start Date: As soon as possible

About Real Time Networks

Looking to start your career with an exciting, growing company?

Founded in 2004, Real Time Networks is an ISO/IEC 27001 certified technology company specializing in smart asset management, including intelligent locker and electronic key management solutions. With more than 2,000 installations, our products give organizations such as, law enforcement, hospitality, warehousing, and enterprise environments full accountability over their critical assets and keys.

The opportunity

Reporting to the Manager, Technical Services and Vice President of Delivery, this position is a pivotal role in the Real Time Networks customer experience. As one of the first Real Time Networks team members our customers meet face-to-face, you'll lead the hands-on installation of our smart locker and key management products and serve as a technical point of contact for customers after go-live.

Based in Milton, Ontario and working in the field across Ontario and beyond, the Field Service Delivery Technician owns product installation end-to-end — from site planning and equipment staging through hardware setup, software configuration, end-user training, and go-live. Every install is an opportunity to reinforce Real Time Networks' reputation for quality, professionalism, and customer care. Between installations, this role is a key part of our customer support team, handling Tier 1 and Tier 2 support calls to keep customers' systems running smoothly. This is a strong fit for someone with a technical background similar to a Network Technician or IT Field Technician — comfortable with networking fundamentals, system configuration, and troubleshooting — who wants to apply those skills in a hands-on, customer-facing role.

Responsibilities:

Pre-Installation Preparation

• Lead pre-install planning and final planning calls with customers; confirm logistics, timing, site readiness, and customer responsibilities (server, infrastructure, prep).
• Stage equipment, verify shipments against bills of materials, and advise customers on receipt and inspection; flag discrepancies to the Project Manager promptly.

Hardware & Software Installation

• Install, mount, and configure Real Time Networks hardware and software onsite or remotely, including SSL, SSO, integrations, cloud-hosted solutions, and customer-specific parameters.
• Reconfigure or upgrade existing customer systems with minimal disruption; test thoroughly against project scope and success criteria before declaring go-live readiness.
• Troubleshoot and resolve hardware and software issues onsite or remotely, including hardware repairs and replacements.

Customer Interaction & Real Time Networks Representation

• Serve as Real Time Networks' on-site ambassador and present professionally, communicate clearly, and engage with customer Champions and Sponsors to surface decisions and approvals.
• Deliver initial training to end-users and administrators, including use of the RTN Support Portal, ensuring customers are confident and capable before handoff.
• Build strong customer relationships during installs; offer proactive preventive maintenance recommendations and demonstrate genuine interest in long-term success.

Customer Support & Technical Assistance (Tier 1/2)

• Provide first- and second-tier technical support between installations, including phone- and remote-based customer support calls, resolving issues efficiently and professionally.
• Investigate and resolve technical complaints; escalate to the appropriate team member with full context when needed.
• Maintain clear documentation of all support interactions in Real Time Networks' ticketing system.

Project Communication & Escalation

• Coordinate closely with Project Managers throughout engagements, covering plans, status, progress, issues, and client checkpoints.
• Escalate technical issues, site readiness failures, or scope changes as soon as they are identified and support smooth handoff to the Customer Enablement & Adoption Specialist.

Customer Success

• Surface field observations (infrastructure gaps, process risks, scope mismatches) that may affect the customer’s ability to achieve their expected outcomes.
• Partner with Operations, Customer Services, and Product Development to meet service goals and project timelines to proactively identify and remove barriers to drive successful customer adoption.
• Identify and communicate upsell and expansion opportunities to the Customer Success team.
• Contribute field insights to Real Time Networks' monthly retrospectives, improving Sales, Manufacturing, Logistics, Site Readiness, Delivery, and overall customer experience.

What you bring:

Education & Experience

• Post Secondary education preferably in IT/Computer Networking, Electronics, or Computer Science, or equivalent combination of education and experience.
• 3+ years of hands-on technical experience in field hardware installation, network technical support, or IT field services.
• Experience with RFID products, physical access control systems, structured project delivery, and on-site customer training is a strong asset.

Technical Skills

• Strong hardware installation skills (low-voltage cabling, rack mounting, device commissioning) plus solid networking fundamentals (TCP/IP, VLANs, routers/switches/firewalls) and software configuration and troubleshooting skills.
• Comfortable reading technical drawings, site plans, and using hand and power tools.
• Familiarity with M365, SharePoint, CRMs, ticketing systems, and Remote Monitoring & Management (RMM) platforms; CompTIA Network+ or a manufacturer/access-control certification is an asset.

Soft Skills

• Outstanding professional presentation and clear communicator
• Calm, methodical problem-solver with strong electronics troubleshooting instincts.
• Genuine customer focus, sound judgement, and a quality-driven team mindset.
• French language proficiency is an asset.

Travel & Work Requirements:

• Based in the GTA with access to Toronto Pearson Airport.
• This role will require travel to customer sites.
• Valid passport and ability to travel within Canada/US/International is required
• Valid divers license and ability to rent a car.
• Able to lift 50lbs.
• Legally entitled to work in Canada.
• Able to pass customer-required background checks or security screening for law enforcement, corrections, casino, and airport sites.

What we offer:

• A competitive salary commensurate with experience and education
• A comprehensive benefits program including extended medical and group insurance.
• RRSP matching eligibility after probationary period.
• Education Assistance benefits

Diversity & Inclusion

Real Time Networks is an equal opportunity employer who is committed to an inclusive and diverse workforce, equity in employment and fostering a barrier-free environment.

We strive to include perspectives from those that vary by race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, and disability. If accommodation is required at any point in the recruitment process, please contact a member of our Recruitment Team.

How to apply

Send your resume and cover letter to contact@realtimenetworks.com indicating Field Service Delivery Technician Ref: 2026 in the subject line. We strongly encourage applicants to apply as soon as possible, as we will review resumes and schedule interviews as they arrive. This position will remain open until filled.

This posting is for an existing vacancy.

Real Time Networks uses artificial intelligence to screen, assess, and select applicants.

Applicants who are interviewed will be informed of the hiring decision within 45 days of their final interview.

Real Time Networks thanks all applicants for their interest and advises that only those selected for an interview will be contacted. No phone calls please

Pay: $55,000.00-$70,000.00 per year

Benefits:

• Casual dress
• Employee assistance program
• On-site parking
• RRSP match

Work Location: In person