DMX Technical Support Specialist II
2 weeks ago
The primary role of this position is to provide technical assistance for our complex DMX control product lines to internal and external customers. This includes pre-sale system design support, post-sale system troubleshooting, processing repairs, providing programming assistance/training, and answering installation questions regarding wiring and wiring details.
Key Responsibilities- Answer phone and email inquiries for customers requiring software configuration and hardware troubleshooting.
- Guide customers with clear troubleshooting steps to determine if issues pertain to configuration, hardware, or third-party devices connected in the system.
- Capture required data from each customer interaction and document solutions to common issues in the support knowledge base.
- Aid in the creation of training programs for new software and hardware products for both internal and external customers.
- Provide pre-sale design and installation guidance for Pathway DMX and Network systems to agents and dealers.
- Strong technical aptitude with suburb troubleshooting skills.
- Experience setting up and programming entertainment lighting gear in theaters, corporate events, permanent installs, churches, and/or architectural applications.
- Experience programming DMX Style Controllers such as Mosaic, Pharos, eCue, CueServer, iPlayer3, and/or entertainment lighting consoles.
- Experience working with systems that contain both DMX and Ethernet DMX distribution and management.
- Knowledge and experience setting up and troubleshooting IP networks including DHCP, VLANS, IGMP, and RSPT.
- Experience in a technical support or field service role configuring lighting control systems.
- CAD skills: drawing and reading technical risers diagrams.
- Experience developing and leading training sessions.
- Familiar with the construction process and able to develop take-offs of lighting systems from documents.
Acuity Brands is a market-leading industrial technology company that uses technology to solve problems in spaces, light, and more things to come. We are positioned at the intersection of sustainability and technology, developing products and services that make a valuable difference in people's lives.
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