Technical Support Specialist I - Network

About the company

Resideo

Consumer electronics · 10,001+ employees

What you'll do

• 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.
• 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

What you need

• Deep technical knowledge
• Advanced problem-solving abilities
• Expertise in supporting a wide array of products and technologies

Key skills

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