Technical Support Specialist I - Network

ADI Global Distribution; Charlotte (NC); Hybrid; USD 28,000 - 48,000; Full time

Benefits offered by this job

Hybrid work arrangement

Medical and dental benefits

Vision benefits

Pet insurance

401(k) with company match

Paid holidays

Parental leave

Employee discounts

Career progression

Mentoring

Job summary

ADI Global Distribution seeks a Network Technical Support Specialist to assist professional integrators with installation, configuration, troubleshooting, and documentation for a broad product portfolio. The role emphasizes intermediate expertise in routing, switching, VLANs, QoS, and security, with a focus on rapid problem-solving and customer-first service.

The position is hybrid (3 days in-office, 2 remote) and located in the Charlotte area, NC, with industry-standard certifications

Qualifications

• 1-2 years of professional experience installing and configuring network products such as routers, switches, and wireless access points, or relevant experience.
• Industry Certifications: 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 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.

Responsibilities

• Provide intermediate technical support for installation, configuration, troubleshooting, and return processing.
• Act as the initial point of contact for ADI professional integrators in the Standard Network queue (Tier-1).
• Accurately document customer and partner interactions, including troubleshooting steps and outcomes, using standard data entry protocols.
• Manage and solve complex network challenges requiring intermediate skills in routing, switching, VLANs, QoS, and security.
• Process product returns efficiently while ensuring adherence to technical verification protocols.
• Follow standard procedures to address frequently occurring issues, often relying on direct supervision or guidance for resolution.
• Other duties as assigned.

Job description

Job Description

Reporting to a Technical Support Supervisor, the Network Technical Support Specialist will act as a critical resource for network professional integrators in the custom electronics industry. This role requires deep technical knowledge, advanced problem-solving abilities, and expertise in supporting a wide array of products and technologies in the smart and connected ecosystem. The Network Technical Support Specialist will handle technical inquiries, provide installation guidance, offer troubleshooting and configuration support, and address service needs for network installations, in addition to a vast portfolio of over 100 brands and solutions, which requires a commitment and ownership level beyond that of a traditional technical support role.

Job Description

This role is suited for an individual with a minimum of 2 years of professional network installation and configuration experience, or a minimum of 1 year ADI technical support experience accompanied by required internal network training and certifications. who is passionate about emerging technologies, eager to tackle challenges, and capable of quickly adapting to new tools and platforms. The Network Tech Support Specialist will excel at navigating complex issues, providing creative and effective solutions, while empowering our professional integrators with the knowledge and confidence to succeed.

JOB DUTIES

• Provide intermediate technical support for installation, configuration, troubleshooting, and return processing, following standard procedures and under close supervision.
• Act as the initial 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
• QoS
• Implementing port security
• Proficiency with tools like ping , traceroute , and show commands.
• Understanding of Layer 2 protocols: STP, RSTP, and EtherChannel.
• Understanding of Layer 3 protocols: Dynamic routing protocols and basics of MPLS.
• 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: MPLS, PPPoE, and basic VPN setups.
• Process product returns efficiently while ensuring adherence to technical verification protocols, ensuring accuracy and compliance with return procedures.
• Follow standard procedures to address frequently occurring issues, often relying on direct supervision or guidance for resolution.
• Other duties as assigned.

YOU MUST HAVE

• 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 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

• 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.

WHAT'S IN IT FOR YOU

• 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

About Us

ADI is a leading global distributor and solutions provider of security, AV, and smart living technologies, helping professionals deliver smarter, safer, and more connected experiences for homes and businesses around the world. Through trusted brands, exclusive solutions, and strong industry partnerships, ADI supports more than 110,000 customers across residential and commercial markets globally. From security and video surveillance to networking, audio, automation, fire, and connected technologies, ADI offers a broad portfolio of products, services, and software designed to support the evolving needs of integrators, installers, and technology professionals. With a global team spanning operations, sales, supply chain, digital, customer experience, engineering, and more, ADI combines deep industry expertise with innovation and service to help customers grow and succeed in an evolving industry. At ADI, our teams help create the technologies, partnerships, and experiences that keep people connected, protected, and supported every day. Learn more at www.adiglobal.com .

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JOB INFO

Job Identification : 19191

Job Category : Technical Support

Posting Date : 2026-08-12T18:00:32+00:00

Job Schedule : Full time

Locations : 750 W John Carpenter Freeway, Irving, 75039, US; 14819 Ballantyne Village Way,, Charlotte, 28277, US; 2700 Blankenbaker Pkwy, Louisville, 40299, US; 1355 W Innovation Way Suite 125, Lehi, 84043, US

(Hybrid)

Incentive Eligible : N/A

Business : ADI Global Distribution

Hiring Salary Range : The typical hiring salary for this role, ranges from USD $20.74 to $35.32 per hour but varies by specific work location. Within a range, our company determines base pay for an individual based on various factors, including market conditions, skills, and experience.

Benefits : We provide comprehensive benefits, including life and health insurance, life assistance program, accidental death and dismemberment insurance, disability insurance, 401k Plan, vacation & holidays.

US Visa Sponsorship Eligibility : This position is not eligible for US visa sponsorship