Service Support Specialist II

Position Summary

A Service Support Specialist will engage with clients, troubleshoot issues, and find solutions using expertise in smart home technology or commercial AV integration. Reporting to the Support Center Manager, responsibilities include remote support, system monitoring, and performing service tasks.

Responsibilities

• Provide remote support and system monitoring for clients throughout the US
• Proactively address system issues as they arise
• Knowledge of Control systems (Control4 / Savant / Crestron / Lutron) – make basic code changes and troubleshooting
• Perform service tasks in an efficient and quality conscious manner
• Respond to client requests via phone/email, system checks, & client check-in calls
• Communicate proper steps and best practices to the client for use of AV & Control system
• Remotely perform preventative maintenance of client systems (Via provided service tools)
• Perform remote installation of control programs (Control4 / Savant / Crestron / Lutron) Firmware – upload and download
• Test integrated systems and components via remote access
• Schedule, dispatch and manage 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 AVDG

Founded in 1996, Audio Visual Design Group (AVDG) is a leading design-build firm specializing in next-generation AV design & integration, revolutionizing smart homes, smart enterprises, smart venues for clients across the United States. Our innovative, passionate, and technical culture allows us to deliver the most sophisticated systems and continuously change the AV landscape.

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 and/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. Benefits include Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options. 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.