Technical Support Specialist I - Network

• 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.

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., * 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, 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.

• 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, Hiring Salary Range The typical hiring salary for this role, ranges from USD $20.74 to $35.32 per hour but varies by specific work location. Within a range, our company determines base pay for an individual based on various factors, including market conditions, skills, and experience.

Benefits We provide comprehensive benefits, including life and health insurance, life assistance program, accidental death and dismemberment insurance, disability insurance, 401k Plan, vacation & holidays.

ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com .