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

Basic AutoCAD usage

Knowledge of low-voltage electrical systems and installation standards

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