IT Provisioning/Technical Support Engineer

IT Provisioning/Technical Support Engineer

Responsibilities

New Site Launch Provisioning:

• Own device readiness for new site launches end-to-end: imaging kiosks and edge PCs, applying naming conventions, configuring cameras and gate controllers, and validating connectivity before a site goes live.
• Work from pre-install equipment lists and site records to confirm the correct device count, IP scheme, and hardware configuration are staged ahead of install day.
• Coordinate with field technicians during install windows to troubleshoot on-site issues in real time and keep launch schedules on track.

Device Replacement & Hardware Refresh:

• Manage the provisioning workflow for in-field hardware replacements — edge PCs, cameras, cash drawers, gate controllers, KVMs — including imaging, renaming, and re-registering the device against the site record.
• Diagnose whether an issue on a replaced or newly deployed device is a provisioning gap (missed dependency, missed script, missed policy) versus a hardware or code defect, and route accordingly.
• Maintain and improve gold images and provisioning scripts so replacement hardware reaches parity with the rest of the fleet on first boot, without manual patching.

Network & Peripheral Configuration:

• Configure and verify device networking (static IPs, VLAN/port assignments, POE, camera and gate controller addressing) against established site conventions.
• Set up and validate payment terminal, KVM, and display integrations as part of final device hand-off.

Communication:

• Maintain regular and proactive communication with local and remote team members — field technicians, support engineers, account management, and engineering — through email, video conferencing, instant messaging, and project management tools to keep launch and replacement timelines aligned.

Skills we expect you to have for your position

• Familiarity with MDM/RMM tooling (e.g., Intune, ConnectWise, or similar) and remote device management
• Working knowledge of basic networking concepts (IP addressing, VLANs, POE) as applied to kiosks, cameras, and gate hardware
• Excellent communication skills and ability to simplify and communicate complex information
• Attention to detail — provisioning errors surface days or weeks later at a live customer site
• Ability to follow a set of instructions for device setup
• Knowledge in navigating Windows at a device OS level to assist with configuration and workflow