Technical Support Specialist

Job Description

Job Description

Job Summary

We are seeking a skilled and motivated Technical Support Specialist to join our Advanced Support Team within a leading Audio-Visual (AV) solutions company. In this role, you will provide high-level technical support for complex AV ecosystems—including control systems, lighting, audio DSPs, and networked AV infrastructure. Acting as a key escalation point, you will support both internal teams and external clients to ensure rapid diagnosis and resolution of technical issues. This is a full-time, on-site position based at our Miami Head Office, reporting directly to the Advanced Support Manager.

Key Responsibilities

• Serve as an integral member of the Advanced Support Team, handling escalated technical support cases.
• Diagnose and resolve complex issues involving AV control systems (e.g., Crestron, Savant), lighting systems (e.g., Lutron), audio DSPs, and AV-over-IP networks.
• Travel frequently to client sites to troubleshoot and perform hands-on repairs.
• Provide remote support to field technicians, integrators, and clients during installation, commissioning, and post-deployment phases.
• Collaborate with project management teams to drive timely solutions and maintain high client satisfaction.
• Document service activities, troubleshooting processes, and resolutions within the ticketing system.
• Assist with testing and validating new system configurations and firmware updates.
• Develop and deliver technical training and documentation to internal teams and clients.
• Stay up to date with emerging AV technologies, best practices, and manufacturer updates.

Qualifications

Preferred Certifications

Working Conditions