Service Support Specialist

Service Support Specialist – AVDG - GC Pro/Custom House

Position Summary:

This Service Support Specialist role at AVDG - GC Pro/Custom House will harness your expertise in smart home technology or commercial AV integration engaging with clients to troubleshoot issues and find solutions. The position reports to the Support Center Manager at our Regional Operation Support Center.

• Provide remote support and system monitoring for clients throughout the US
• Proactively address system issues as they arise
• Make basic code changes and troubleshoot Control systems (Control4, Savant, Crestron, Lutron)
• Respond to client requests via phone, email, system checks, and 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 using 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

• 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
• Ability to troubleshoot and address networking performance issues with the client and/or relay issues to on‑site technician
• Familiarity with Apple iOS products (Apple TV, iPad, Airport Express, iPhone, iTouch, OS X, etc.) as they relate to interfacing with integrated homes and/or 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, engineered schematics, and provide redline corrections and construction blueprints as they pertain to the A/V industry

• Knowledge of Control4 system Composer‑Pro & Putty programming
• Knowledge of Cisco, Sophos, Pakedge, Araknis, Watchguard, or Ruckus networking equipment
• Knowledge of Crestron Toolbox, biamp, and Q‑Sys Designer suites
• Ability to communicate with clients from around the US over the phone
• Ability to multitask and work in a timely manner for high‑profile client issues
• Flexibility to work with team for support coverage during call center hours if needed

The Guitar Center Company embodies the world of creativity and music by encouraging teammates to find their own individual sound. The mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non‑musicians alike to experience the joy that comes from creating music. The company operates through several business divisions, and AVDG & GCPro headline the enterprise audio‑visual integration business.

Benefits include:
Medical, Dental, Vision, 401(k) plus company match, mental health support, paid sick/holiday/vacation, employee discount program, and tuition reimbursement. Employees who are musicians also receive a unique gig leave program.

$40 – $45.00 per hour, depending on background and experience.

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 .

• Seniority level:
  Entry level
• Employment type:
  
  Full‑time
• Job function:
  Other
• Industries:
  Manufacturing