Technical Support Specialist I - Network
ADI Global Distribution is a leading global wholesale distributor serving commercial and residential markets. The Network Technical Support Specialist will provide critical technical support for network professional integrators, handling inquiries, installation guidance, troubleshooting, and service needs for network installations.
Responsibilities
- Provide intermediate technical support for installation, configuration, troubleshooting, and return processing, following standard procedures and under close supervision
- Function as the first 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
- Proficiency with tools like ping, traceroute, and show commands
- Understanding of Layer 2 protocols
- Understanding of Layer 3 protocols
- 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
- Process product returns efficiently while ensuring adherence to technical verification protocols
Skills
- Minimum of 2 years of professional network installation and configuration experience, or a minimum of 2 years of ADI technical support experience accompanied by required internal network training and certifications
- 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 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 critical thinking skills and ability to quickly learn and apply new technical concepts
- Exceptional English communication skills, both verbal and written, with a customer-first mindset
- 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
- Medical, Dental, Vision, Pet Insurance and 401k participation from Day 1
- 12 paid holidays each year
- 401K plan with up to 7% company match
- 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 to ensure you are set up for success
- Life and health insurance
- Life assistance program
- Accidental death and dismemberment insurance
- Disability insurance
- 401k Plan
- Vacation & holidays
Company Overview