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Key Responsibilities and Required Skills for a Tech Associate - Install

💰 $45,000 - $65,000

Information TechnologyField ServiceTechnical Support

🎯 Role Definition

As a Tech Associate specializing in installation, you are the crucial link between our technology solutions and our clients' operational success. You will be responsible for the physical deployment, configuration, and successful handover of a wide range of IT hardware, software, and network systems. This field-based role requires a blend of deep technical knowledge, meticulous hands-on skill, and outstanding customer-facing communication. You will travel to customer sites to execute installation projects, resolve technical challenges on the spot, and ensure every deployment meets our high standards of quality and client satisfaction.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Help Desk Support (Tier 1/2)
  • IT Intern or Apprentice
  • Retail Electronics Specialist or Geek Squad Agent

Advancement To:

  • Senior Installation Technician / Field Engineer
  • Field Service Team Lead
  • IT Project Coordinator / Manager

Lateral Moves:

  • Desktop Support Analyst
  • Network Operations Center (NOC) Technician
  • Technical Trainer

Core Responsibilities

Primary Functions

  • Perform the physical installation, configuration, and testing of computer hardware, including desktops, laptops, servers, and peripherals at various client locations.
  • Execute the complete setup of IT infrastructure, which includes the racking, stacking, and cabling of servers, switches, routers, and UPS systems in data closets and server rooms.
  • Conduct structured cabling tasks, such as pulling, terminating, and meticulously testing Cat5/Cat6 and fiber optic cables in accordance with TIA/EIA industry standards.
  • Travel to customer sites to install, service, and maintain a variety of systems, including Point-of-Sale (POS) terminals, digital signage, and audio/visual (A/V) equipment.
  • Diagnose, troubleshoot, and resolve complex hardware, software, and network connectivity issues that arise during and post-installation, ensuring full system functionality.
  • Provide exceptional on-site, hands-on technical support and clear, concise guidance to end-users, facilitating a smooth transition and adoption of new technologies.
  • Manage and execute large-scale hardware refresh cycles and technology deployment projects, adhering strictly to project timelines, budgets, and detailed specifications.
  • Conduct comprehensive pre-installation site surveys to assess the customer's environment, identify power and network requirements, and proactively address potential obstacles.
  • Read and accurately interpret technical diagrams, blueprints, floor plans, and work orders to ensure precise and efficient installation of all system components.
  • Collaborate effectively with remote Project Managers and engineering teams, providing real-time status updates from the field and coordinating installation activities.
  • Maintain a highly accurate and detailed log of all installation activities, site configurations, and issue resolutions within the company's ticketing system or project management software.
  • Decommission, pack, and process outdated IT equipment for return or disposal, ensuring compliance with all data security and environmental policies.
  • Manage and maintain a personal inventory of tools, parts, and company-supplied equipment, ensuring all necessary materials are organized and available for scheduled jobs.
  • Train clients and their staff on the basic operation, daily use, and simple maintenance procedures for newly installed hardware and software systems.
  • Adhere to all company and client safety protocols and procedures while working on-site, promoting a safe and secure work environment at all times.

Secondary Functions

  • Assist the sales and project management teams by providing technical expertise and insights during the pre-sales and project planning phases.
  • Participate in the creation, review, and refinement of Standard Operating Procedures (SOPs) for installation, troubleshooting, and quality assurance processes.
  • Provide constructive feedback to product and engineering teams regarding equipment performance, installation challenges, and potential improvements to enhance future deployments.
  • Stay current with emerging technologies, new hardware and software products, and evolving installation techniques through continuous training and self-directed learning.
  • Contribute to the team's collective knowledge by documenting unique technical solutions, workarounds, and best practices in the internal knowledge base.
  • Prepare and submit timely and accurate reports, including expense reports, time-tracking, and project completion summaries.

Required Skills & Competencies

Hard Skills (Technical)

  • Hardware Installation & Troubleshooting: Proven ability to install, configure, and repair PC/server hardware, peripherals, and network devices.
  • Network Fundamentals: Strong understanding of TCP/IP, DNS, DHCP, and VPN, with hands-on experience configuring routers, switches, and wireless access points.
  • Operating Systems: Proficiency in deploying and supporting Windows, and familiarity with macOS and/or Linux environments.
  • Low-Voltage Cabling: Experience with terminating and testing low-voltage cabling (Cat5e/6, Coax) and an understanding of structured cabling standards.
  • Ticketing Systems: Familiarity with using IT Service Management (ITSM) tools like ServiceNow, Jira, or Zendesk to manage and document work.
  • Remote Support Tools: Competence in using remote access software such as RDP, TeamViewer, or LogMeIn to collaborate with remote teams.
    -Technical Documentation: Ability to read and interpret technical manuals, network diagrams, and installation schematics.

Soft Skills

  • Customer Service Excellence: A passion for providing a positive customer experience, with strong interpersonal and communication skills.
  • Independent Problem-Solving: Ability to analyze complex technical issues and work autonomously in the field to implement effective solutions.
  • Time Management & Organization: Excellent organizational skills to manage schedules, travel, and multiple tasks efficiently with minimal supervision.
  • Attention to Detail: Meticulous approach to installation, cabling, and documentation to ensure high-quality, error-free work.
  • Adaptability: Flexibility to adapt to changing project requirements, unexpected challenges, and variable work environments.

Education & Experience

Educational Background

Minimum Education:

  • High School Diploma or equivalent GED.

Preferred Education:

  • Associate's or Bachelor's Degree in a technology-related discipline.
  • Relevant technical certifications (e.g., CompTIA A+, Network+, BICSI).

Relevant Fields of Study:

  • Information Technology
  • Network Systems Administration
  • Computer Science

Experience Requirements

Typical Experience Range: 1-3 years of hands-on experience in an IT support, field service, or hardware installation role.

Preferred: Direct experience in a field service capacity executing large-scale IT deployment or refresh projects is highly desirable. A clean driving record and the ability to travel to client sites are mandatory.

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