Technical Support Specialist I - Network
About The Position
The Network Technical Support Specialist is a critical technical resource for professional integrators in the custom electronics industry. The role supports a broad range of products and technologies across the smart and connected ecosystem and a portfolio of more than 100 brands and solutions. It handles technical inquiries, installation guidance, troubleshooting, configuration support, service needs for network installations, and product returns. Working as the first point of contact for professional integrators in the Standard Network queue (Tier 1), the specialist performs intermediate, well-defined tasks under close supervision and with guidance. The position requires professional network installation and configuration experience, or relevant ADI technical support experience with required internal network training and certifications. The specialist is expected to navigate technical issues, provide effective solutions, and help integrators succeed.
Requirements
- 1–2 years of professional experience installing and configuring network products such as routers, switches, and wireless access points, or relevant experience.
- One of the following certification paths: Network+, CCNA, or CCNP; or Snap One PCNA and Control4 AP Certification / Control4 Certified Technician.
- Strong troubleshooting aptitude across multiple product categories and technologies.
- Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies.
- Exceptional critical-thinking skills and the ability to learn and apply new technical concepts quickly.
- Exceptional verbal and written English communication skills and a customer-first mindset.
Nice To Haves
- Familiarity with ADI exclusive-brand products and platforms, including Control4, OvrC, Luma, Binary, WattBox, and Clare.
- Expertise in commercial and residential audio/video systems, including DSPs, projectors, and streaming solutions.
- Experience with specialized professional technology systems such as motorized window treatments, centralized lighting, and power management solutions.
- Experience supporting professional integrators or working in the custom electronics industry.
Responsibilities
- Provide intermediate technical support for installation, configuration, troubleshooting, and return processing, following standard procedures and under close supervision.
- Serve as the first point of contact for ADI professional integrators in the Standard Network queue (Tier 1), completing intermediate tasks with guidance.
- Document customer and partner interactions, troubleshooting steps, and outcomes accurately using standard data-entry protocols and internal systems.
- Address network challenges involving addressing, routing, switching, subnetting, multicast networking, VLANs, inter-VLAN routing, Layer 2 and Layer 3 protocols, firewalls, basic wireless concepts, and WAN technologies.
- Use tools such as ping, traceroute, and show commands to identify and troubleshoot network issues, including problems at Layer 2 and Layer 3 of the OSI model.
- Process product returns efficiently while following technical verification protocols.
Benefits
- Hybrid work arrangement: 3 days in the office and 2 days remote.
- Medical, dental, vision, and pet insurance, plus 401(k) participation from day one.
- 12 paid holidays each year.
- 401(k) plan with up to 7% company match.
- Four weeks of parental leave without using vacation time.
- Employee discounts on company products and other retail and service providers.
- Opportunity to progress within a global business.
- Product and leadership mentoring.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
