Service Support Specialist II

We are hiring for a new world!

We are the premier integrator, redefining client experiences through leading-edge technology, unrivaled service, and passionate people.

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.

Are you looking to take your career to the next level? If you do, then be with an organization that is growing and helping each new generation stay up to date with the most advanced solutions in integration.

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 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

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 demonstrating to clients what technology can do for them. AVDG's world-class team and original smart-system solutions are regarded among the best in the industry.

Since joining the Business Solutions Division of Guitar Center enterprise in late 2017, AVDG has provided new avenues of growth and opportunities to support our clients and team better. As a result, Guitar Center is bolstering AVDG's high-growth trajectory, rigorously expanding our national footprint.

We believe in putting our customers first, engaging with respect and integrity, and fulfilling our mission with passion.

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: $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.

Love this gig and want to apply?

Send your resume and cover letter today along with salary expectations!

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.

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