Tier 1 AV Support

American Sound; Indianapolis (IN); On-site; USD 30,000 - 36,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401k

Vacation, PTO & Paid Holidays

Job summary

American Sound, a Midwest AV integration and service provider, seeks an AV Remote Support Tier 1 specialist based in Indianapolis, IN. You will handle front-desk emails and calls, create and update tickets, and manage SLA timers while guiding customers through ticket resolution.

Ideal candidates bring 2+ years in helpdesk or customer service, strong organization, and clear communication. On-site role with comprehensive benefits and growth opportunities.

Qualifications

• 2+ years helpdesk experience or direct customer service support.
• Attention to detail and the ability to stay organized.
• Ability to prioritize and stay on task.
• Great customer skills with a focus on customer satisfaction and communication.

Responsibilities

• Provide front door coverage of emails and phones for American Sound’s Remote Operation Center.
• Open and update support tickets.
• Respond in a timely manner to keep customers and teammates up to date on ticket life cycle.
• Be responsible for SLA timers and escalation needs.
• Assist with RMA management and shipping requests.
• Assist with customer billings and communications post ticket resolutions.

Skills

Helpdesk experience

Customer service

Communication skills

Organizational skills

Remote support tools

Tools

ServiceNow

Screen Connect

RDP

Jump boxes

Job description

We’re always looking for talented individuals to help us push the boundaries of innovation in audiovisual and IT solutions. Be a part of a dynamic team that’s shaping the future of technology integration.

Explore our current job opportunities and see if there’s a fit for you.

Location: Indianapolis, IN

Remote Status: On-Site

Job Id:212

# of Openings:1

American Sound, a fast-growing Midwest AV integration and service provider, is looking for a skilled AV Remote Support Tier 1 specialist to join our team. Based in Indianapolis, IN, this role focuses on troubleshooting and providing remote training for a variety of AV systems, including complex setups in enterprise, higher education, and large-scale environments. If you have a strong background in AV technology and enjoy working with customers to ensure they get the most out of their systems, we want you to be a part of our team.

Job Responsibilities

• Provide front door coverage of emails and phones for American Sound’s Remote Operation Center
• Open and update support tickets
• Respond in a timely manner to keep customers and teammates up to date on ticket life cycle
• Be responsible for SLA timers and escalation needs
• Assist with RMA management and shipping requests
• Assist with customer billings and communications post ticket resolutions

Job Requirements

• 2+ years helpdesk experience or direct customer service support
• Attention to detail and the ability to stay organized
• Ability to prioritize and stay on task
• Great customer skills with a focus on customer satisfaction and communication

Preferred Qualifications

• Previous AV helpdesk, ServiceNow or other ERP ticketing system experience
• Background in AV/IT
• Experience troubleshooting via remote software like Screen Connect, RDP, jump boxes, etc.
• Certifications with AV, IT, UC, and DSP manufacturers
• Component-level experience with AV/UC manufacturers including Crestron, Extron, Biamp, QSC, AMX, Logi, Cisco, Poly, etc.
• Digital Signage platform experience
• IT networking and protocols
• Biamp and Q-Sys certifications
• Enterprise and Fortune 500 client portfolios

Job Compensation and Details

• Pay- $22-26/hr with potential bonus at year end
• Shift Time and Days- Day shift, M-F
• Benefits include but are not limited to: Health, Vision, and Dental Insurance, 401k Vacation, PTO, and Paid Holidays

At American Sound, we believe in more than just working with technology; we focus on working with people. Our team thrives on innovation, collaboration, and inclusivity, ensuring every voice is heard and valued. We offer a dynamic and supportive environment where talent is nurtured and professional growth is encouraged. With competitive salaries, excellent benefits, and opportunities to advance, we are committed to helping our employees reach their full potential. Join us and be part of a company where innovation and teamwork come together to drive success.

Trusted by Industry Leaders. Proven Results.

American Sound took on a complex video wall retrofit with professionalism, flexibility, and a true solutions-driven mindset. Their team communicated clearly, resolved challenges quickly, and delivered a high-quality final product. We’re grateful for their support and look forward to future collaborations!

The process from ordering to installation was smooth and flawlessly executed. We're grateful to have such professional support in our hospitals, and both our teams and end users are extremely happy with the results. Looking forward to future AV projects with American Sound!

The project turned out great and met expectations. Looking forward to working with you again soon! Thanks

The ASEI Team efficiently and safely moved our asset from CETL to MBC with flawless execution. Special thanks to Nathan and Ryan for their thoughtful risk assessment and coordination, and to Mason for his skilled work. It’s always a pleasure working with such a professional and reliable team.

The team went above and beyond during their service call at the Courthouse, taking time to explain the system and answer all of our questions. The courtroom mics have never sounded better—they dialed everything in perfectly. We’re grateful for the support and look forward to working with them again!

This install was great. Thank you to your whole team for the flexibility and quick work.

We don’t just install tech—we create solutions that work. Let’s design an AV & IT system that supports your business, your team, and your future.

We’re here to assist you with your AV needs.