Technical Support Specialist

Resideo; Enfield; Remote; GBP 30,000 - 45,000; Full time

Job summary

A leading company is seeking a Technical Support Specialist for their global team. This remote position requires troubleshooting and resolving smart home system inquiries, with a focus on customer guidance and technical support. Ideal candidates will have solid experience in custom installations and relevant certifications, contributing to a collaborative environment and have growth opportunities.

Benefits

Competitive salary

Pension scheme

Opportunities for professional development

Access to cutting-edge technology

Qualifications

• 2+ years of experience installing and programming control systems in the CI industry.
• Certification in one or more relevant control platforms.
• Strong aptitude for troubleshooting across various technologies.

Responsibilities

• Assist customers with technical issues related to smart home systems.
• Document interactions and resolutions clearly.
• Participate in beta testing and provide feedback.

Skills

Troubleshooting

Communication

Problem-solving

Technical aptitude

Education

Certification in Control4, Crestron, or Savant

Job description

ADI Snap One now have the opportunity for a Technical Support Specialist to join our global Technical Support team. The role is based in the UK on a remote/home-based contract working 9:00am – 5:30pm Friday – Tuesday.

As a Technical Support Specialist you will work directly with end customers of our authorised Partners/Integrators to troubleshoot and resolve any type of connected smart home system enquiries.

This role will suit an individual who has solid experience of custom installations and hold a certification in a control platform such as Control 4, Creston or Savant.

JOB DUTIES:

• You will serve as the front line for our Partner's customers to deescalate and solve technical issues the customer will call in for.
• Have a strong background in using OVRC remote management.
• Have an advanced understanding installations to be able to walk customers through how to resolve issues. This includes areas such as:
  • ISP modems
  • Network topology
  • Video Distribution
  • Multiroom audio, wired and wireless solutions
  • Home theater configurations.
  • TV, Media players, cable boxes, etc.
  • Surveillance
  • Thermostat integration and troubleshooting
  • Power management
  • Smart Lighting; centralized and wireless
• This team is comprised of shifts to cover 24/7/365. You will need to have the ability to accommodate business needs.
• Strong communication skills:
  • The ability to clearly document all steps taken in the interaction. This includes providing theories as to why an issue occurred or how to resolve the issue if a site visit is needed.
• Participate in beta testing of new products and solutions, providing actionable feedback to product teams.

YOU MUST HAVE:

• 2+ years of professional experience installing and programming control systems in the CI industry.
• Certification in one or more of the following:
  • Control4, Crestron, Savant, URC, Elan.
• Hands-on experience installing, configuring, and troubleshooting surveillance, professional audio video, and other technology solutions.
• Strong aptitude for troubleshooting across multiple product categories and technologies.
• Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies.
• Exceptional problem-solving 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:

• Advanced networking knowledge, including VLANs, firewalls, managed switches, and enterprise wireless setups.
• Familiarity with ADI’s proprietary exclusive-brand products and platforms: 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.

WHAT'S IN IT FOR YOU:

• Competitive salary, pension scheme and employee benefits
• Remote / home based working
• Opportunities for professional development and career advancement.
• Collaborative work environment with access to cutting-edge technology.

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