Technical Support Specialist

Inner Range; City of Monash; On-site; AUD 55,000 - 75,000; Full time

Job summary

Inner Range in Australia is seeking an Associate Specialist - Security Technical Support to join our support team. You will provide phone and email assistance to customers, installers and internal stakeholders, solving routine to moderately complex issues while building product knowledge through coaching.

You will follow established processes, escalate when needed and contribute to knowledge documentation. This role offers hands-on learning and growth within the security technology field.

Qualifications

• Foundational technical knowledge of Inner Range products or similar security system platforms.
• Experience in technical support, service desk or field-based technical environments.
• Ability to troubleshoot routine technical issues using documented processes and guidance.
• Clear and professional verbal and written communication skills.
• A willingness to learn, ask questions and develop through hands-on experience and coaching.
• Ability to follow established procedures and escalates issues appropriately.
• Exposure to customer-facing environments, including phone or email support.

Responsibilities

• Providing technical support across Inner Range products and associated security systems.
• Completing initial fault finding and troubleshooting using established support processes.
• Responding to customer enquiries through the ticketing system, phone and email.
• Escalating complex or high-impact issues to senior technical support team members when required.
• Working collaboratively with the broader Support team to progress tickets efficiently and consistently.
• Contributing to technical documentation, knowledge articles and shared learnings as your capability develops.
• Identifying recurring issues or common questions and providing feedback to support continuous improvement.

Skills

Customer-focused

Troubleshooting

Technical knowledge

Communication

Learning mindset

Time management

Tools

Ticketing systems

Job description

We are looking for a customer-focused and technically minded Associate Specialist - Security Technical Support to join our Inner Range support team. This is a great opportunity for someone with foundational technical knowledge, strong communication skills and a genuine interest in developing their capability across electronic security products and systems.

In this role, you will provide phone and email support to customers, installers and internal stakeholders, helping troubleshoot routine to moderately complex technical issues across Inner Range products and associated systems. You will work closely with experienced Specialist and Lead Specialist team members, follow established support processes and continue building your product knowledge through hands-on learning and coaching.

What you'll be doing

Providing technical support across Inner Range products and associated security systems.

Completing initial fault finding and troubleshooting using established support processes.

Responding to customer enquiries through the ticketing system, phone and email.

Escalating complex or high-impact issues to senior technical support team members when required.

Working collaboratively with the broader Support team to progress tickets efficiently and consistently.

Contributing to technical documentation, knowledge articles and shared learnings as your capability develops.

Identifying recurring issues or common questions and providing feedback to support continuous improvement.

About you

You will be someone who enjoys problem solving, communicating with customers and learning new systems. You may have experience in a technical support, service desk, field technician or customer-facing support environment and be looking to further develop your technical capability within the security technology industry.

What we're looking for

Foundational technical knowledge of Inner Range products or similar security system platforms.

Experience in technical support, service desk or field-based technical environments.

Ability to troubleshoot routine technical issues using documented processes and guidance.

Clear and professional verbal and written communication skills.

A willingness to learn, ask questions and develop through hands-on experience and coaching.

Ability to follow established procedures and escalates issues appropriately.

Exposure to customer-facing environments, including phone or email support.

Highly regarded

At least 1 year of experience resolving moderate to complex technical issues in a customer-facing support environment.

Experience troubleshooting or fault-finding in a structured and methodical way.

Strong time management skills and the ability to prioritise effectively under pressure.

Understanding of integrator and end-user environments.

Exposure to customer support workflows, ticketing systems and field or deployment scenarios.

Inner Range is a recognised provider of integrated access control, security and associated technology solutions. You will be joining a knowledgeable and supportive technical team where you can continue to build your product knowledge, strengthen your troubleshooting capability and contribute to high-quality support outcomes for customers.

If you are technically curious, customer focused and ready to develop your career in security technical support, we would love to hear from you.