Technical Support Specialist I - Network

Reporting to a Technical Support Supervisor, the Network Technical Support Specialist acts as a critical resource for network professional integrators in the custom electronics industry. This role requires deep technical knowledge, advanced problem-solving abilities, and expertise in supporting a wide array of products and technologies in the smart and connected ecosystem.

About the role

The Network Technical Support Specialist will handle technical inquiries, provide installation guidance, offer troubleshooting and configuration support, and address service needs for network installations across a vast portfolio of over 100 brands and solutions. This role demands a commitment and ownership level beyond that of a traditional technical support position and is suited for an individual passionate about emerging technologies, eager to tackle challenges, and capable of quickly adapting to new tools and platforms.

Responsibilities

• Provide intermediate technical support for installation, configuration, troubleshooting, and return processing, following standard procedures and under close supervision.
• Act as the initial point of contact for ADI professional integrators in the Standard Network queue (Tier-1), performing intermediate, well-defined tasks with guidance.
• Accurately document customer and partner interactions, including troubleshooting steps and outcomes, using standard data entry protocols and internal systems.
• Manage and solve complex network challenges requiring intermediate skills in the following areas:
  • Addressing, Routing, Switching
  • Subnetting
  • Multicast Networking: Design and deployment of multicast routing (PIM, IGMP).
  • VLANs and inter-VLAN routing
  • QoS
  • Implementing port security
  • Proficiency with tools like ping, traceroute, and show commands.
  • Understanding of Layer 2 protocols: STP, RSTP, and EtherChannel.
  • Understanding of Layer 3 protocols: Dynamic routing protocols and basics of MPLS.
  • Ability to identify problems in Layer 2 and Layer 3 of the OSI model.
  • Firewalls
  • Basic Wireless Concepts: WLAN, SSIDs, and WPA/WPA2 encryption.
  • WAN Technologies: MPLS, PPPoE, and basic VPN setups.
• Process product returns efficiently while ensuring adherence to technical verification protocols, ensuring accuracy and compliance with return procedures.
• Follow standard procedures to address frequently occurring issues, often relying on direct supervision or guidance for resolution.
• Other duties as assigned.

Requirements

• 1-2 years of professional experience installing and configuring network products such as routers, switches, and wireless access points, or relevant experience.
• Industry Certifications: One of the following: Network+, CCNA, CCNP OR Snap One PCNA & Control4 AP Certification / Control4 Certified Technician.
• Strong aptitude for troubleshooting across multiple product categories and technologies.
• Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies.
• Exceptional problem-solving skills and ability to quickly learn and apply new technical concepts.
• Exceptional English communication skills, both verbal and written, with a customer-first mindset.

Skills

• Familiarity with ADI’s proprietary exclusive-brand products and platforms: Control4, OvrC, Luma, Binary, WattBox, Clare, and others.
• Expertise in commercial and residential audio/video systems, including DSPs, projectors, and streaming solutions.
• Experience with professional specialized technology systems such as motorized window treatments, centralized lighting, and power management solutions.
• Experience supporting professional integrators or in the custom electronics industry.

Benefits

• Hybrid position - 3 days in the office and 2 days remote
• Medical, Dental, Vision, and Pet Insurance from Day 1
• 401k participation from Day 1 with up to 7% company match
• 12 paid holidays each year
• Four weeks parental leave without using vacation time
• Employee discounts on company products and other retail/service providers
• Opportunity to progress within a global business
• Product and leadership mentoring

Pay

The typical hiring salary for this role ranges from USD $20.74 to $35.32 per hour but varies by specific work location. Within this range, base pay is determined based on market conditions, skills, and experience.

Schedule

Full time. Hybrid work locations available in Irving, TX; Charlotte, NC; Louisville, KY; and Lehi, UT.

About Us

ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports over 110,000 customers across residential and commercial markets globally. ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals.