The Deployment and Support Specialist is responsible for delivering high-quality technical deployment and support services that align with CloudHop’s commitment to excellence. This role requires a solutions-driven individual with a strong technical background, the ability to manage deployments across various environments, and a passion for providing stellar customer and end-user experiences. The ideal candidate is agile, analytical, and proactive, with a proven ability to troubleshoot, document, and deliver effective technical solutions while maintaining the highest standards of professionalism and integrity.

Key Responsibilities

Deployment Execution

• Collaborate with project managers, OEMs, and technical teams to plan and deliver deployment activities across various environments.
• Configure systems and solutions based on best practices, defined architecture, and customer requirements.
• Conduct end-to-end testing and validation of deployed solutions to ensure successful implementation.
• Maintain comprehensive documentation for all deployments, including architecture diagrams, configuration settings, and rollout plans.

Technical Support & Issue Resolution

• Serve as the first and second-line technical support for end-users and clients through helpdesk systems.
• Identify, troubleshoot, and resolve incidents and technical issues promptly.
• Escalate unresolved or complex issues to senior engineers or vendors while maintaining ownership of communication with stakeholders.
• Analyze recurring issues and contribute to root cause analysis and long-term resolutions.

Training & Enablement

• Develop clear and user-friendly training materials, technical documentation, and FAQs to empower both internal and external users.
• Conduct onboarding sessions and knowledge-transfer workshops on deployed technologies and solutions.
• Work closely with clients and internal teams to ensure understanding and adoption of implemented systems.

Pre-Sales & Proposal Support

• Collaborate with sales and solution architects to provide accurate technical scoping and deployment input for client proposals.
• Contribute to solution presentations by offering insights into deployment strategies and timelines.
• Participate in pre-sales calls where necessary to support the technical positioning of CloudHop’s offerings.

Solution Design & Recommendations

• Assist in designing scalable and secure technical architectures aligned with client needs.
• Provide input on technical feasibility, integration planning, and deployment methods.
• Recommend tools and processes that enhance system efficiency, supportability, and client satisfaction.

Qualifications & Experience

• Bachelor’s Degree in Computer Science, Information Technology, or related field.
• Professional IT certifications required (Microsoft 365, Azure, Power Platform, etc.).
• 3+ years of hands-on experience in deployment, support, or IT systems administration.
• Expertise in hybrid environments, Microsoft 365 services, and server infrastructure.
• Proficiency in Windows Server, Active Directory, DNS, Exchange, and Microsoft Office Suite.
• Strong troubleshooting experience with legacy and modern Microsoft Office applications (Outlook, Teams, Word, Excel, PowerPoint, OneDrive, etc.).
• Familiarity with solution architecture and technical proposal writing.
• Excellent written and verbal communication skills.
• High level of accountability, critical thinking, and customer-centric problem-solving.
• Passionate about delivering value and driving positive outcomes for clients.