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The Network Engineer is responsible for diagnosing and resolving Tier 1/2 technical support issues for remote client networks. They will also provision network solutions, maintain system documentation, and perform firmware updates while collaborating with the team.
The Network Engineer will report to the Technical Services Manager and is responsible for assessing incoming support requests and addressing them with minimal oversight. The candidate must be comfortable working in a fast-paced environment that is goal-oriented and emphasizes accountability for delivering results. The position will require someone who can multitasking, is an efficient out-of-the-box thinker, and looking to actively add to their network knowledge. Our Network Engineers must be highly proficient with Ruckus Wireless network systems (including SmartZone wireless controllers and Unleashed wireless access points), Ruckus/Brocade ICX switches, FortiGate and Sophos Firewalls.
JOB DUTIES:
Open tickets and diagnose Tier 1/2 technical support issues with remote clients’ networks
Program/provision AN Core solutions for deployment at remote sites
Provide and maintain thorough documentation of client systems
Perform firmware updates on remote client systems
Create and manage client contacts/accounts within AN systems
Foster a spirit of collaboration with clients and teammates by coaching and sharing knowledge
Learn new technologies and products
Review alerts from the Access Networks Live Monitoring system and escalate/create tickets using a defined process
Write/publish articles to increase the team's institutional knowledge
Prepare tickets for RMA processing
Occasional after-hours emergency support for remote clients
YOU MUST HAVE:
4+ years networking experience and current CCNA certification (or equivalent)
Advanced understanding of network protocols, firewalls, routers, switching, TCP/IP, STP
Advanced understanding of wireless local area networks, authentication, security, and encryption protocols
Experience supporting customer environments in a helpdesk/support capacity
Able to solve complex technical problems while under pressure and interfacing with clients
Fanatical attention to detail, including spelling, grammar, punctuation, and capitalization
Availability nights/weekends as needed
Able to work in CST or EST hours
WE VALUE:
Residential custom electronics design/integration experience and familiarity with home automation systems such as Crestron, Savant, AMX, and Control4
RCWA, RCNA CWNA/CWNP, ICX/Brocade certifications or equivalent experience
Experience programming and troubleshooting Ruckus solutions
Experience with remote desktop support applications
Working knowledge of ConnectWise
Python, VBScript, JavaScript, or other scripting experience
Apple or Microsoft certifications
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.
You can find out more about how the talent community works here: ADI Talent Community Terms. Our recruitment privacy notice ADI - Recruitment Privacy Notice describes in more detail how we process your personal data and how you can exercise your personal data rights.
ADI is an equal opportunity employer. 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. ADI complies with applicable equal employment laws in all countries where we do business.
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