IT & Network Support Technician

IT and Network Support TechnicianetectRxGainesville, FLJob 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. Full-time position including Benefits Package and Paid Time Off. The successful job applicant will be required to pass a pre-employment background check and drug screen. Equal Opportunity Employer and Drug-Free Workplace. Please submit your resume and a cover letter detailing your experience with Linux, Raspberry Pi, Windows, macOS, mobile devices, and network support.

Created: 2026-03-04