ServiceSupport 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.
All essential functions must be performed without endangering the health and or safety of the individual or others.

Definitions ** **:****

Support:
Post-install warranty support, including providing 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 church audio, video, and lighting systems are powerful, yet user-friendly, and equip our clients with the right industry tools and training to take their worship experiences to the next level.

We value providing a rewarding employee atmosphere of working as a team towards shared goals and rewards, and we are looking for individuals who embody our core values of:
People First, Driven by Excellence, Be Humble-Stay Humble, Integrity Speaks Louder than Words, Generosity without Limits, Don't Forget to Have Fun.

• Customer Support - Responds to customer support requests through centralized channels, including support phone, support email, and helpdesk system. Troubleshoots and resolves technical issues related to Summit-installed AVL systems, escalating complex or ambiguous issues to the Service/Support Lead as needed. Assists with workmanship warranty repairs when issues are determined to be covered under Summit warranties or Summit Care plans.
• Internal IT Support - Provides frontline IT support for Summit staff, including troubleshooting hardware and software issues on Macs, iPads, and Windows PCs, supporting in-office, remote, and traveling staff. Assists with IT asset tracking and software subscription maintenance, escalating complex issues to the Service/Support Lead as needed.
• Customer Experience & Escalation - Upholds elite customer experience standards for responsiveness, professionalism, and clarity across all support interactions, and follows established escalation paths to internal teams, manufacturers, or the Service/Support Lead as appropriate.
• Service Scope & Delivery - Exercises judgment to distinguish Support from Services within defined scope boundaries, validates Summit-installed systems, and performs contracted service work such as preventative maintenance, system calibration, upgrades, and approved on-site services.
• Staff Technology Support - Assists staff with hardware, software, and device issues. Maintains accurate records of IT assets and helps ensure software subscriptions are up to date. Escalates complex IT issues to the Service/Support Lead as needed.

• Logging & Documentation - Accurately logs all support and service activity in the helpdesk system, including troubleshooting steps, resolution details, and outcomes to support reporting, auditing, and team collaboration.
• Knowledge Contribution - Follows documented procedures and contributes feedback to improve troubleshooting guides and knowledge base articles.

• Ability to function in a high-paced and, at times, high-stress environment.
• Excellent verbal and…