Technical Support Specialist

ADI Global Distribution; London; Remote; GBP 30,000 - 45,000; Full time

Job summary

ADI Global Distribution invites applications for a remote Technical Support Specialist role. The position requires expertise in smart home installations and troubleshooting, along with certifications in control systems. The successful candidate will be pivotal in delivering high-quality support to our partners and customers, ensuring a seamless experience in connected home technologies.

Benefits

Competitive salary

Pension scheme

Opportunities for professional development

Collaborative work environment

Access to cutting-edge technology

Qualifications

• 2+ years in CI industry installing and programming control systems.
• Hands-on experience with AV and surveillance technologies.
• Strong communication skills with a customer-first approach.

Responsibilities

• Serve as the front line for customers to resolve technical issues.
• Participate in beta testing and provide feedback on new products.
• Document all steps taken in customer interactions.

Skills

Troubleshooting

Customer Service

Problem Solving

Communication

Networking

Education

Certification in Control4, Crestron, Savant, URC, or Elan

Tools

OVRC

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.

#LI-KN1

#LI-REMOTE

Resideo is a leading global provider of critical comfort and security solutions primarily in residential environments and distributor of low-voltage electronic and security products. Building on a 130-year heritage, Resideo has a presence in more than 150 million homes, with 15 million systems installed in homes each year. We continue to serve more than 110,000 professionals through leading distributors, including our ADI Global Distribution business, which exports to more than 100 countries from more than 200 stocking locations around the world. Resideo is a $5.0 billion company with approximately 13,000 global employees. For more information about Resideo, please visit www.resideo.com .

At Resideo, we bring together diverse individuals to build the future of homes. Resideo is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status. For more information on applicable U.S. equal employment regulations, refer to the "EEO is the Law" poster , "EEO is the Law" Supplement Poster and the Pay Transparency Nondiscrimination Provision . Resideo complies with applicable equal employment laws in all countries where we do business. For more information on how we process your information in the job application process, please refer to Recruitment Privacy Notice . If you require a reasonable accommodation to apply for a job, please use Contact Us form for assistance.