Technical Support Specialist

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

Job summary

A leading company in smart home technology is seeking a Technical Support Specialist for their remote team. In this role, you will troubleshoot customer issues related to smart home systems, requiring a strong background in installation and programming of control systems. Candidates must possess relevant certifications and 2+ years of experience in the custom integrations industry, along with exceptional communication skills. The position offers competitive benefits and opportunities for professional development.

Benefits

Competitive salary

Pension scheme

Employee benefits

Opportunities for professional development

Access to cutting-edge technology

Qualifications

• 2+ years of experience in installing and programming control systems.
• Hands-on experience with surveillance and professional audio video systems.
• Exceptional English communication skills.

Responsibilities

• Serve as the front line for troubleshooting technical issues.
• Educate customers on resolving connected smart home system concerns.
• Participate in beta testing of new products and solutions.

Skills

Troubleshooting

Communication

Problem-Solving

Networking

IoT Technologies

Education

Certification in Control4, Crestron, or Savant

Job description

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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.