Technical Support Technician I

Technical Support Technician I (Hardware, Software & Networking)

Location: Secure Care Products

Job Type: Full-Time | Non-Exempt

Position Overview

We are seeking a Technical Support Technician I to support the installation, configuration, and troubleshooting of hardware and software systems. This role provides technical support to customers and distribution partners via phone, email, and remote tools, while also supporting occasional on-site system installations and service.

This is a hands-on role ideal for someone with experience in networking, low-voltage systems, and field service support.

Key Responsibilities

• Provide technical support, including rotating after hours emergency on-call support, via phone, email, and remote access tools
• Troubleshoot system, network, and device-related issues
• Install and configure hardware and software systems (remote and on-site)
• Support installation of network devices (servers, PCs, thin clients, etc.)
• Assist with low-voltage cabling and integration into existing networks
• Configure and maintain network monitoring tools
• Apply basic RF knowledge to troubleshoot system performance issues
• Document all support activity in CRM/ticketing system (Odoo)
• Track time, service activities, and project work accurately
• Assist in development and maintenance of technical documentation

Required Qualifications

• Associate degree in electronics, IT, or related field OR 2+ years of relevant experience
• 2+ years of experience in technical installation, service, or support
• Strong understanding of networking fundamentals and troubleshooting
• Experience installing and configuring hardware/software systems
• Ability to read and interpret floor plans and blueprints

Familiarity with:

• Microsoft 365 / Windows OS
• Google Workspace
• Knowledge of low-voltage electrical systems and installation standards
• Basic AutoCAD usage
• Ability to travel (<5%)
• Ability to obtain a U.S. passport

Preferred Skills

• Experience with RF-based systems or wireless technologies
• Background in healthcare, security, or IoT/RTLS systems
• Experience supporting distributors or field technicians

Physical & Work Requirements

• Ability to lift and carry up to 50 lbs
• Comfortable working on ladders and in varying environments (32°F–90°F)
• Ability to stand, walk, or sit for extended periods
• Fine motor skills for installation support and repair work

What We Offer

• Competitive compensation
• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Hands-on technical experience across hardware and software systems
• Career growth in a specialized technology field
• Collaborative team environment