Technical Support Specialist I - Network

Resideo•Irving, TX

12d•Hybrid

About The Position

Reporting to a Technical Support Supervisor, the Network Technical Support Specialist supports professional integrators in the custom electronics industry. The role provides technical assistance for network installations and a broad portfolio of more than 100 brands and solutions, including installation guidance, troubleshooting, configuration support, and service assistance. The specialist handles technical inquiries and helps integrators resolve complex issues with effective solutions and guidance. This position provides intermediate support for installation, configuration, troubleshooting, and product returns, following standard procedures and working under close supervision. The specialist is the first point of contact for ADI professional integrators in the Standard Network queue (Tier 1), performs intermediate, well-defined tasks with guidance, and documents customer and partner interactions in internal systems. The position requires network installation and configuration experience or relevant ADI technical support experience with internal network training and certifications.

Requirements

At least 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 industry certifications: Network+, CCNA, CCNP, Snap One PCNA, Control4 AP Certification, or 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 critical-thinking skills and the ability to quickly learn and apply new technical concepts.
Exceptional verbal and written English communication skills and a customer-first mindset.
Network knowledge covering addressing, routing, switching, subnetting, multicast routing (PIM and IGMP), VLANs and inter-VLAN routing, Layer 2 and Layer 3 protocols, firewalls, and basic wireless concepts including WLANs, SSIDs, and WPA/WPA2 encryption.

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.
Troubleshoot network challenges involving addressing, routing, switching, subnetting, multicast networking, VLANs, firewalls, and wireless networking.
Use tools such as ping, traceroute, and show commands to identify and resolve network issues.
Identify problems at Layers 2 and 3 of the OSI model and apply knowledge of Layer 2 and Layer 3 protocols.
Accurately document customer and partner interactions, troubleshooting steps, and outcomes using internal systems and standard data-entry protocols.
Process product returns efficiently while following technical verification protocols.
Provide installation guidance and configuration and troubleshooting support for network installations and related technologies.