Service Support Specialist

Position Summary: Service Support Specialist As a Service Support Specialist your role will harness your expertise in smart home technology or commercial AV integration engaging with clients troubleshooting issues and finding solutions. This position will be working for our Regional Operation Support Center reporting to our Support Center Manager. 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 including, but are not limited to: Responding 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. Additional duties as assigned About the Guitar Center Company The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non‑musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion. The Guitar Center Company operates through several business divisions. Guitar Center is the world’s largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290+ stores across the United States. 2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast. E-Commerce brands Guitar Center, Musician’s Friend and WWBW offer online sales of a broad selection of music products. The Music & Arts division operates more than 220+ stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG and GCPro headline the enterprise audio‑visual integration business, delivering a best‑in‑class commercial and residential customer experience. To join our band, you’ll need the following experience: 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 Be 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 Why Guitar Center? Here’s just some of the rewards: For our employees who are musicians we offer the unique opportunity of gig leave—take time off to share your music with the world and return to your job after your tour! Guitar Center offers robust benefits and perks, including Medical, Dental, Vision, 401K plus company match, mental health support, paid sick/holiday/vacation time, employee discount program, and tuition reimbursement options. Pay Rate: $43.50 - $48.00/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. 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. 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