etectRx - Gainesville, FL

Job Summary:
etectRx is seeking a skilled IT and Network Support Engineer to join our team, reporting to the Director of Customer Success. This role will focus 75% on providing exceptional technical support to customers and 25% on supporting internal company employees. The position involves managing and troubleshooting remote Linux and Raspberry Pi systems connected via Wi-Fi networks at customer locations nationwide. You will be the first point of contact for customers experiencing technical issues. You’ll troubleshoot problems, provide solutions, and ensure a seamless customer experience through excellent communication and problem-solving skills. These duties will be performed at the Gainesville office and may require up to 30% travel to customer sites for on-site support and installations

Key Responsibilities:

• Customer Support (75%):
• Provide technical support for remote Linux-based systems and Raspberry Pi devices deployed at customer locations.
• Troubleshoot and resolve Wi-Fi network connectivity issues, ensuring reliable performance for customer systems.
• Monitor system performance and proactively identify potential user-impacting issues.
• Assist customers with system configuration, software updates, and hardware diagnostics remotely and on-site.
• Collaborate with customers to understand their technical needs.
• Provide feedback to etectRx product team based on customer insights.
• Document customer interactions, issues, and resolutions in a ticketing system for transparency and follow-up.
• Internal Support (25%):
• Support etectRx employees with IT-related issues across a mix of Windows, macOS, and mobile devices (iOS and Android), including hardware, software, and network troubleshooting.
• Assist in maintaining internal Linux-based systems and network infrastructure.
• Provide training and guidance to employees on IT tools and best practices.

Travel and On-Site Support:

• Travel to customer sites (up to 30% of the time) to perform installations, maintenance, or advanced troubleshooting of Linux systems, Raspberry Pi devices, and Wi-Fi networks.
• Ensure proper setup and configuration of network equipment during on-site visits.

Additional Duties:

• Monitor and maintain system performance, proactively identifying potential issues.
• Collaborate with the engineering team to escalate complex issues and implement solutions.
• Stay updated on Linux, Raspberry Pi, and networking technologies to provide cutting-edge support.
• Contribute to process improvements for customer and internal support workflows.

Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or an equivalent combination of education and relevant industry experience).
• 2+ years of experience in IT support, network administration, or a similar role.
• Strong knowledge of Linux operating systems (e.g., Ubuntu, Debian) and Raspberry Pi hardware/software.
• Experience troubleshooting Wi-Fi networks, including protocols, security, and performance optimization.
• Proficiency in supporting Windows, macOS, and mobile devices (iOS and Android).
• Familiarity with remote support tools and ticketing systems (e.g., SSH, VNC, Zendesk).
• Excellent problem-solving skills and ability to work under pressure.
• Strong communication skills to interact with customers and internal teams effectively.
• Ability to travel up to 30% of the time, including occasional overnight stays.

Preferred:

• Certifications such as CompTIA Network+, Linux+, or Cisco CCNA.

Pay Range: $70,000.00 - $95,000.00 per year based on experience.

etectRx LLC is an equal opportunity employer. We offer competitive compensation, benefits, and opportunities for professional growth in a supportive and innovative workplace. If you are a proactive individual with a passion for efficiency and accuracy, we encourage you to apply. Please submit your resume and cover letter to: work@etectrx.com or link below.

https://app.trinethire.com/companies/1040-etectrx-llc/jobs/111479-it-network-support-technician