Technical Support Specialist I - Network

ADI Global Distribution is hiring a Technical Support Specialist I - Network to support professional integrators with day-to-day network installation, configuration, troubleshooting, and returns. Based in Irving, TX, this hybrid role balances in-office collaboration with remote work while you provide Tier-1 support in the Standard Network queue under close supervision.

You’ll help resolve network issues across Layer 2 and Layer 3 topics, applying intermediate knowledge of routing, switching, subnetting, VLANs, multicast, and security concepts. The work also includes accurate documentation in internal systems and processing return requests in line with technical verification protocols.

What you’ll do

• Provide intermediate technical support for network installation, configuration, troubleshooting, and return processing, following standard procedures and guidance.
• Serve as the first point of contact for ADI professional integrators in the Standard Network queue (Tier-1), handling well-defined tasks with supervision.
• Document customer and partner interactions, including troubleshooting steps and outcomes, using standard data entry protocols and internal systems.
• Work through network challenges involving Addressing, Routing, Switching with intermediate-level support.
• Support Subnetting and Multicast Networking, including multicast routing concepts such as PIM and IGMP.
• Address VLANs and inter-VLAN routing issues using intermediate networking knowledge.
• Use tools such as ping, traceroute, and show commands to analyze and troubleshoot.
• Apply understanding of Layer 2 protocols and Layer 3 protocols, including identifying problems across the OSI model.
• Support firewalls and provide basic network guidance on WLAN topics, including SSIDs and WPA/WPA2 encryption.
• Assist with WAN technologies concepts as part of troubleshooting and support.
• Process product returns efficiently while ensuring adherence to technical verification protocols.

What you bring

• 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 network products and technologies.
• Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies.
• Exceptional critical thinking skills and the ability to learn and apply new technical concepts quickly.
• Exceptional English communication skills (verbal and written) with a customer-first mindset.

Technologies you’ll work with

• ping, traceroute, show commands
• PIM, IGMP
• WLAN, SSIDs, WPA/WPA2
• OSI model, VLANs, inter-VLAN routing
• Layer 2 protocols, Layer 3 protocols
• WAN Technologies
• Network+, CCNA, CCNP, Snap One PCNA, Control4 AP Certification, Control4 Certified Technician

Benefits

• Hybrid schedule: 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 support success

What ADI values

• Familiarity with ADI’s proprietary exclusive-brand products and platforms: Control4, OvrC, Luma, Binary, WattBox, Clare, and others
• Knowledge of commercial and residential audio/video systems, including DSPs, projectors, and streaming solutions
• Experience supporting 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

Pay range: USD 20 - 35 per hour.