Technical Support Specialist I - Network
Technical Support Specialist I - Network
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Salary Not Disclosed
1 Vacancy
Job Description
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.
JOB DUTIES:
- 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.
YOU MUST HAVE:
- 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.
WE VALUE:
- Familiarity with ADIs 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.
WHATS IN IT FOR YOU:
- 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
#LI-JS1
Required Experience:
Unclear Seniority
Employment Type
Full-Time
