Technical Support Specialist I – Network

Jobtailor; Kentucky; On-site; USD 42,000 - 65,000; Full time

Job summary

Jobtailor in Kentucky seeks an IT network support specialist to handle intermediate technical support for installation, configuration, troubleshooting, and returns. You will be the Tier-1 contact for ADI integrators and will document interactions in internal systems.

The role requires 1–2 years of network install experience, relevant certifications, strong troubleshooting across routing/switching/WAN, and familiarity with IoT and AV technologies. Strong English communication is essential.

Qualifications

• 1–2 years of professional experience installing and configuring routers, switches, and wireless access points.
• Industry certifications: Network+, CCNA, or CCNP; OR Control4 PCNA / Control4 Certified Technician.
• Strong troubleshooting aptitude across multiple product categories and technologies.
• Familiarity with IoT, home automation, and surveillance technologies.
• Excellent English communication, verbal and written.

Responsibilities

• Provide intermediate technical support for installation, configuration, troubleshooting, and return processing.
• Serve as the first point of contact for ADI professional integrators in the Standard Network queue (Tier-1).
• Document customer and partner interactions, troubleshooting steps, and outcomes in internal systems.
• Solve network challenges involving addressing, routing, switching, subnetting, multicast networking, VLANs, firewalls, wireless, and WAN technologies.
• Use tools such as ping, traceroute, and show commands.
• Identify problems in Layer 2 and Layer 3 of the OSI model.
• Process product returns while following technical verification protocols.
• Provide technical inquiries, installation guidance, troubleshooting, configuration support, and service support for network installations and ADI’s broad product portfolio.

Skills

Network installation

Troubleshooting

Communication skills

IoT familiarity

A/V systems knowledge

Tools

Ping

Traceroute

Show commands

Job description

• Provide intermediate technical support for installation, configuration, troubleshooting, and return processing
• Serve as the first point of contact for ADI professional integrators in the Standard Network queue (Tier-1)
• Document customer and partner interactions, troubleshooting steps, and outcomes in internal systems
• Solve network challenges involving addressing, routing, switching, subnetting, multicast networking, VLANs, firewalls, wireless, and WAN technologies
• Use tools such as ping, traceroute, and show commands
• Identify problems in Layer 2 and Layer 3 of the OSI model
• Process product returns while following technical verification protocols
• Provide technical inquiries, installation guidance, troubleshooting, configuration support, and service support for network installations and ADI’s broad product portfolio

Requirements

• 1–2 years of professional experience installing and configuring network products such as routers, switches, and wireless access points, or relevant experience
• Industry certification: Network+, CCNA, or CCNP; OR Snap One PCNA & Control4 AP Certification / Control4 Certified Technician
• Strong troubleshooting aptitude across multiple product categories and technologies
• Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies
• Exceptional critical thinking skills and ability to quickly learn and apply new technical concepts
• Exceptional English communication skills, verbal and written
• Minimum of 2 years of professional network installation and configuration experience, or 2 years of ADI technical support experience with required internal network training and certifications
• Familiarity with Control4, OvrC, Luma, Binary, WattBox, Clare, and other ADI exclusive-brand products and platforms is valued
• Expertise in commercial and residential audio/video systems, including DSPs, projectors, and streaming solutions is valued
• Experience with motorized window treatments, centralized lighting, and power management solutions is valued
• Experience supporting professional integrators or working in the custom electronics industry is valued
• This position is not eligible for US visa sponsorship

Core Competencies

Demonstrates expertise in network installation and configuration, including troubleshooting and support for a variety of network products and technologies. Proficient in using diagnostic tools and possesses strong communication skills to assist professional integrators effectively.