Location: Milton, ON

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 set‑up, software configuration, end‑user training, and go‑live. Every install is an chance 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 who is comfortable with networking fundamentals, system configuration, and troubleshooting.



Perfect for someone who wants to apply those skills in a hands‑on, customer‑facing role.

Responsibilities:

- 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; elevate to the appropriate team member with full context when needed.
- Maintain clear documentation of all support interactions in Real Time Networks' ticketing system.
- 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.

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📌 Field Service Delivery Technician (Milton)
🏢 Real Time Networks
📍 Milton