Service Support Specialist

AVDG LLC; Chicago (IL); On-site; USD 55,104 - 61,992; Full time

Benefits offered by this job

Medical

Dental

Vision

401K

Mental health support

Paid time off

Employee discount

Tuition reimbursement

Job summary

Guitar Center seeks a Service Support Specialist to leverage smart home and commercial AV integration expertise. You will troubleshoot, monitor systems remotely, and coordinate with field technicians to keep client environments running smoothly.

Responsibilities include remote support across the US, proactive issue resolution, and testing of control programs. Expect weekend on-call duties and a minimum 3 days onsite weekly, with local travel as needed.

Qualifications

• Minimum 3–5 years AV industry experience.
• Strong computer skills on Mac and PC with Windows applications.
• Knowledge of networking practices and configurations.
• Able to troubleshoot networking issues and relay to on-site tech.
• Familiar with Apple IOS devices and interfacing with AV systems.
• Understanding of pre-wire, trim and final phases of AV projects.

Responsibilities

• Provide remote support and system monitoring for clients nationwide.
• Address system issues proactively and perform maintenance.
• Remotely install control programs and test integrated systems.
• Schedule, dispatch and manage service technicians for visits.
• Weekend on-call rotation and in-office presence of 3 days per week.
• Travel locally to field sites as needed.

Skills

AV industry experience

Mac & PC skills

Networking knowledge

Remote support

IOS familiarity

Troubleshooting

Tools

Control4

Savant

Crestron

Lutron

Crestron Toolbox

Q-Sys Designer

Cisco

Sophos

Pakedge

Araknis

WatchGuard

Ruckus

Job description

Position Summary

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

Experience Required

• 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

Benefits

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.

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. You can request a reasonable accommodation by sending an email to [e-mail].