Service Support Specialist II

The Guitar Center Company•Westford, MA

3h•$40 - $45•Hybrid

About The Position

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.

Requirements

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.

Nice To Haves

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

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
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