Service Support Specialist
Position Summary
We are seeking a Service Support Specialist to join our team. This role involves providing remote support and system monitoring for clients, troubleshooting issues, and finding solutions. Reporting to the Support Center Manager, responsibilities include:
- Providing remote support and system monitoring for clients throughout the US
- Proactively addressing system issues as they arise
- Knowledge of Control systems (Control4 / Savant / Crestron / Lutron) – make basic code changes and troubleshooting
- Performing service tasks in an efficient and quality-conscious manner
- Responding to client requests via phone/email, system checks, & client check-in calls
- Communicating proper steps and best practices to the client for use of AV & Control system
- Remotely performing preventative maintenance of client systems (Via provided service tools)
- Performing remote installation of control programs (Control4 / Savant / Crestron / Lutron) Firmware – upload and download
- Testing integrated systems and components via remote access
- Scheduling, dispatching, and managing service technicians for site visits
- Weekend on-call rotation is a requirement. In-office presence at least 3 days a week is a requirement. Local travel to field jobsites as needed
- Additional duties as assigned
About the Guitar Center Company
The Guitar Center Company is dedicated to fostering creativity and music-making. We operate through several business divisions, including Guitar Center, Musician’s Friend, and WWBW, offering a wide range of music products and services. Join us to be part of an organization that is committed to helping musicians and non-musicians alike experience the joy of making music.
Qualifications
- Minimum 3-5 years AV Industry Experience
- Strong computer skills on both Mac and PC with knowledge of Windows applications, Microsoft Office, VPN access and web applications
- Knowledge of standard networking practices, configurations, and functions
- Able to troubleshoot and address networking performance issues with the client or accurately relay the issue to the on-site service technician
- Able to navigate around PC, file structures, the control panel and command line prompts
- Familiarity with Apple IOS products (Apple TV, iPad, Airport Express, iPhone/iTouch, OS10, etc.) as they relate to daily use for interfacing with and controlling integrated homes and/or home networks
- Full understanding of the pre-wire, trim, and final phases of a project, including proper use of all associated tools and safety
- Ability to read and understand device layout drawings, engineered schematics and provide redline corrections and construction blueprints as they pertain to A/V industry
- Preferred Qualifications: Knowledge of Control4 system Composer -Pro & Putty programming, Knowledge in Cisco, Sophos, Pakedge, Araknis, Watchguard, or Ruckus networking equipment, Knowledge in Crestron Toolbox, biamp and Q-Sys Designer suites, Ability to communicate with Clients from around the US over the phone, Ability to multi-task and work in a timely manner for high-profile client issues, Flexibility to work with team for support coverage for call center hours if needed
Pay and Benefits
The pay rate is $40 - $45.00/hr depending on background and experience. The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state-specific laws. Pay ranges may be different in other locations.
Love this gig and want to apply? Send your resume and cover letter today along with salary expectations!
Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements. If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request a reasonable accommodation by sending an email to recruiting@guitarcenter.com.