Deployment and Support Specialist

4 days ago

Nairobi, Nairobi Area, Kenya CloudHop Full time $104,000 - $130,878 per year

Position Summary

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.

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