AV Tier 2 Support Specialist

American Sound, a fast-growing Midwest AV integration and service provider, is looking for a skilled AV Remote Support Tier 2 specialist to join our team. Based in Indianapolis, IN (remote), this role focuses on troubleshooting and providing remote training for a variety of AV systems, including complex setups in enterprise, higher education, and large-scale environments. If you have a strong background in AV technology and enjoy working with customers to ensure they get the most out of their systems, we want you to be a part of our team.

Job Responsibilities:

• Remotely troubleshoot AV processors, switchers, monitors, video walls, audio DSP, speakers, microphones, and other AV components
• Load programming and DSP files to hardware and networked devices
• Assist with setup and support of remote monitoring tools like Utelogy, XiO, and Reflect
• Manage tickets and RMAs efficiently to ensure timely issue resolution
• Update and provide feedback on as-built drawings to maintain system accuracy
• Perform system recommissioning and provide end-user training for various AV systems
• Set up virtual meetings to train end users on new systems and unified communications tools like Microsoft Teams and Zoom

Job Requirements:

• 5 years of experience with AV systems
• Experience reading and interpreting line drawings
• Component-level experience with AV/UC manufacturers, including Crestron, Extron, Biamp, QSC, AMX, Logi, Cisco, Poly, etc.
• Proficiency in updating DSP and AV configuration files
• Excellent customer service skills with a focus on communication and customer satisfaction

Preferred Qualifications:

• CTS certification preferred
• Dante certification
• Certifications with Biamp and Q-Sys
• Certifications with AV, IT, UC, and DSP manufacturers
• Experience installing and commissioning Microsoft Teams and Zoom Rooms
• Knowledge of IT networking and protocols
• Experience using ticketing systems like ServiceNow or other ERP platforms
• Experience with control system programming
• Deep industry and manufacturer knowledge
• Experience working with enterprise and Fortune 500 clients

Job Compensation and Details:

• Pay- $26-32/hr with potential bonus at year end
• Shift Time and Days- 8am-4:30pm, M-F with rare off hours
• Benefits include but are not limited to: Health, Vision, and Dental Insurance, 401k Vacation, PTO, and Paid Holidays

Job Type: Full-time

Pay: $26.00 - $32.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $26 - $32