High-Tech Support Expert
7 days ago
The Guitar Center Company is a leading retailer of musical instruments and audio-visual equipment, with a strong focus on innovation and customer satisfaction.
We are seeking a highly skilled Service Support Specialist to join our team. This role will involve providing technical support to clients across the US, troubleshooting issues, and ensuring seamless system integration.
Job Description:
As an experienced Service Support Specialist, you will be responsible for:
Providing remote support and system monitoring for clients
Proactively addressing system issues as they arise
Knowledge of Control systems (Control4 / Savant / Crestron / Lutron) - making 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
Test integrated systems and components via remote access
Schedule, dispatch and manage service technicians for site visits
Weekend on-call rotation is a requirement.
Required Skills and Qualifications:
To succeed in this role, you should have:
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
Ability to troubleshoot and address networking performance issues with the client and/or accurately relay the issue to the on-site service technician
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.
Benefits:
Guitar Center offers a comprehensive benefits package, including medical, dental, vision, 401(k), mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options.
Compensation:
The estimated salary for this position is $24.45-$42.00 per hour, depending on background and experience.
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