Service​/Support Technician

Service/Support Technician

About the Job:

The Service/Support Technician provides technical support and contracted services to Summit’s existing customers, ensuring Summit-installed AVL systems operate reliably and effectively. This role delivers high-quality support through centralized systems while performing service work that maintains, restores, and improves customer systems. The Service/Support Technician works under the direction of the Service/Support Lead and serves as a hands‑on technical resource for both Support and Services, focusing on execution, documentation, and customer interaction while learning Summit standards, systems, and service models.

• Support: Post‑install warranty support including remote diagnostics and troubleshooting for installed systems, assisting clients with manufacturer warranty coordination, and addressing issues related to Summit’s installation workmanship during the warranty period.
• Service(s): Contracted offerings that provide proactive, ongoing, or expanded assistance beyond included Support, such as maintenance plans, system calibration, upgrades, and on‑site services.

At Summit Integrated, we pride ourselves on delivering top‑notch services and solutions to our clients for over 20 years. We are a Colorado‑based full‑service, purpose‑driven audio‑video‑lighting integrator with an extensive national reach in the house of worship industry. Our systems are powerful, user‑friendly, and equipped with the right industry tools and training to take worship experiences to the next level. We value rewarding teamwork and reward individuals who embody our core values:
People First, Driven by Excellence, Be Humble‑Stay Humble, Integrity Speaks Louder than Words, Generosity without Limits, and Don’t Forget to Have Fun.

• Respond to customer support requests through centralized channels, including phone, email, and helpdesk system. Troubleshoot and resolve technical issues related to Summit‑installed AVL systems, escalating complex or ambiguous issues to the Service Lead as needed. Assist with workmanship warranty repairs when covered under Summit warranties or Care plans.
• Provide frontline IT support for Summit staff, troubleshooting hardware and software issues on Macs, iPads, and Windows PCs for in‑office, remote, and traveling staff. Assist with IT asset tracking and software subscription maintenance, escalating complex issues to the Service Lead as needed.
• Uphold elite customer experience standards for responsiveness, professionalism, and clarity across all support interactions, following established escalation paths to internal teams, manufacturers, or the Service Lead as appropriate.
• Exercise judgment to distinguish Support from Services within defined scope boundaries, validate Summit‑installed systems, and perform contracted service work such as preventative maintenance, system calibration, upgrades, and approved on‑site services.
• Maintain accurate records of IT assets and ensure software subscriptions are up to date. Escalate complex IT issues to the Service Lead as needed.
• Accurately log all support and service activity in the helpdesk system, including troubleshooting steps, resolution details, and outcomes for reporting, auditing, and collaboration.
• Follow documented procedures and contribute feedback to improve troubleshooting guides and knowledge base articles.
• Coordinate with Install, Assembly, Engineering, and Solution Architect teams to support resolution or service delivery.
• This role is responsible for the planning, coverage, and outcomes of on‑call rotations and weekend support. May directly participate in on‑call and weekend support as needed.

• Ability to function in a high‑paced and at times high‑stress environment.
• Excellent verbal and written communication skills.
• Displays empathy, intuition, and good judgment.
• Dependable and organized, able to work independently while maintaining focus and attention to detail.
• Strong problem‑solving skills.

• Bachelor’s degree in a relevant field such as AVL Technology, Information Technology or related field.
• Equivalent work experience may be…