Service Support Specialist

Guitar Center•Chicago, IL

3d•Hybrid

About The Position

The Service Support Specialist provides remote support and system monitoring for clients throughout the United States, troubleshooting smart home technology and commercial audiovisual integration systems. The position is part of the Regional Operation Support Center and reports to the Support Center Manager. Work requires an in-office presence at least three days per week, participation in a weekend on-call rotation, and local travel to field jobsites as needed. The specialist responds to client requests, monitors systems, performs remote preventative maintenance and control-program installations, uploads and downloads firmware, and tests integrated systems and components through remote access. The role also involves communicating system-use best practices to clients and scheduling, dispatching, and managing service technicians for site visits. Additional duties may be assigned. The Guitar Center Company is a music and technology retailer and service provider whose divisions include Guitar Center, Musician’s Friend, WWBW, Music & Arts, AVDG, and GCPro. Its audio-visual integration businesses serve commercial and residential customers.

Requirements

Minimum 3–5 years of AV industry experience.
Strong computer skills on both Mac and PC, including knowledge of Windows applications, Microsoft Office, VPN access, and web applications.
Knowledge of standard networking practices, configurations, and functions.
Ability to troubleshoot networking performance issues with clients or accurately relay issues to on-site service technicians.
Ability to navigate PC file structures, the control panel, and command-line prompts.
Familiarity with Apple iOS products, including Apple TV, iPad, Airport Express, iPhone/iTouch, and OS10, as they relate to integrated homes and home networks.
Full understanding of the pre-wire, trim, and final phases of a project, including proper use of associated tools and safety.
Ability to read and understand device layout drawings and engineered schematics, and provide redline corrections and construction blueprints as they pertain to the AV industry.
Ability to communicate with clients throughout the United States by phone.
Ability to multitask and work in a timely manner on high-profile client issues.
Flexibility to work with the team to provide support coverage for call center hours if needed.

Nice To Haves

Knowledge of Control4 Composer-Pro and Putty programming.
Knowledge of Cisco, Sophos, Pakedge, Araknis, Watchguard, or Ruckus networking equipment.
Knowledge of Crestron Toolbox, Biamp, and Q-Sys Designer suites.

Responsibilities

Provide remote support and system monitoring for clients throughout the United States.
Proactively address system issues as they arise.
Make basic code changes and troubleshoot Control4, Savant, Crestron, and Lutron control systems.
Respond to client requests by phone and email, perform system checks, and make client check-in calls.
Communicate proper steps and best practices for using clients’ AV and control systems.
Remotely perform preventative maintenance of client systems using provided service tools.
Remotely install control programs for Control4, Savant, Crestron, and Lutron systems.
Upload and download firmware.
Test integrated systems and components via remote access.
Schedule, dispatch, and manage service technicians for site visits.
Participate in a weekend on-call rotation.
Work in the office at least three days per week.
Travel locally to field jobsites as needed.
Perform additional duties as assigned.