Technical Support Specialist

ADI now have the opportunity for a Technical Support Specialist to join our Technical Support team based from our ADI Office in Dandenong  South, Melbourne, working Monday to Friday within a hybrid model (3 days in the office and 2 days at home).

This role provides technical support to professional integrators across Control4, networking, infrastructure, ADI exclusive brands, and selected third-party solutions. The role requires strong technical knowledge, sound troubleshooting skills, and the ability to guide installation, configuration, service, and return-related enquiries across a broad product portfolio.

This position is suited to a candidate with experience in Control4, networking, technical support, or residential AV installation, supported by relevant training or certifications. 

JOB DUTIES:

• Provide technical support for the installation, configuration, troubleshooting, and return processing of Control4, networking, infrastructure, ADI exclusive-brands, and third-party solutions, escalating complex matters where required.

• Serve as the first point of contact for professional integrators within the Control4, Network, and Infrastructure Tier-1 support queues, delivering structured support while developing broader technical capability.

• Support a wide range of ADI exclusive and third-party brands by resolving routine technical issues and escalating more complex cases as needed.

• Maintain accurate records of customer and partner interactions, including troubleshooting actions, outcomes, and return verification, in internal systems.

• Identify recurring issues and communicate trends to senior team members or leadership in line with escalation processes.

• Support technical issues across a broad range of product categories, including audio/video distribution, home theatre, commercial audio, TVs and displays, digital signage, streaming, surveillance, security, HVAC and lighting control, automation, conferencing, power management, structured wiring, and related technologies.

• Provide support for network troubleshooting and configuration, including IP addressing, routing, switching, subnetting, VLANs, multicast, QoS, firewalls, wireless networking, WAN technologies, and common diagnostic tools.

• Process product returns accurately and in accordance with technical verification requirements.

• Follow established procedures for common issues while continuing to build knowledge across supported technologies.

YOU MUST HAVE:

• 1+ years of experience in Control4, networking, technical support, residential AV installation, or a related field; equivalent ADI technical support experience with relevant internal training and certifications will also be considered.

• Hands-on experience installing, configuring, and troubleshooting Control4, surveillance, professional AV, networking, and related technology solutions.

• Strong troubleshooting capability across multiple product categories and technologies.

• Familiarity with IoT, audio/video, networking, home automation, and surveillance technologies.

• Strong problem-solving skills and the ability to learn and apply new technical concepts quickly.

• Good English communication skills, both verbal and written, with a customer-first mindset.

• Relevant industry certifications or equivalent demonstrated knowledge, such as Network+, CCNA, CCNP, Snap One PCNA, Control4 AP Certification, or Control4 Certified Technician, are highly regarded.

WE VALUE:

• Advanced networking knowledge, including VLANs, firewalls, managed switching, enterprise wireless, and broader troubleshooting practices.

• Control4 Automation Programmer certification, Control4 AP Certification, Control4 Certified Technician certification, Snap One PCNA, or other relevant networking certifications.

• Familiarity with ADI proprietary and exclusive-brand platforms, including Control4, OvrC, Luma, Binary, WattBox, and similar solutions.

• Experience with residential and commercial AV systems, including DSPs, projectors, streaming platforms, and related control technologies.

• Experience with specialised systems such as motorised window treatments, centralised lighting, and power management solutions.

• Experience supporting professional integrators or working in the custom electronics industry.

WHAT'S IN IT FOR YOU:

• Competitive salary and hybrid working pattern (3 days in the office and 2 days at home)
• Opportunities for professional development and career advancement
• Collaborative work environment with access to cutting-edge technology

#LI-KN1

#LI-HYBRID