Service Support Specialist

Service Support Specialist

We are focused on bringing the power of technology to create new experiences in the fields of smart homes, smart enterprises, and smart venues. Be a part of a talented team and embark on an exciting journey.

Responsibilities will include, but will not be limited to the following:

• 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.
• Local Travel to field jobsites as needed
• Additional duties as assigned

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.

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: $40 - $45.00/hr depending on background and experience.