Technical Support Specialist - Network

Reporting to a Technical Support Supervisor, the Network Technical Support Specialist will function 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. The Network Technical Support Specialist will handle technical inquiries, provide installation guidance, offer troubleshooting and configuration support, and address service needs for network installations, in addition to a vast portfolio of over 100 brands and solutions, which requires a commitment and ownership level beyond that of a traditional technical support role.

This role is suited for an individual with a 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. The Network Technical Support Specialist will excel at navigating complex issues, providing creative and effective solutions, and empowering our professional integrators with the knowledge and confidence to succeed.

• 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, trace route, 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.

• 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 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, Watt Box, 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.

• Hybrid position - 3 days in the office and 2 days remote

• 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

Resideo Technologies has announced its intention to spin off ADI Global Distribution and establish it as a separate, publicly traded company. Under this plan, ADI will continue its role as a leading global wholesale distributor serving commercial and residential markets, while Resideo will retain its manufacturing and product-solutions business. Upon separation, both companies will operate independently to better serve their respective markets and customers.

The spin-off is currently targeted for completion in the second half of 2026, subject to customary conditions.

Resideo is a $6.76 billion global manufacturer, developer, and distributor of technology-driven sensing and control solutions that help homeowners and businesses stay connected and in control of their comfort, security, energy use, and smart living. We focus on the professional channel, serving over 100,000 contractors, installers, dealers, and integrators across the HVAC, security, fire, electrical, and home comfort…