Tier 1 AV Support

American Sound, a fast-growing Midwest AV integration and service provider, is looking for a skilled AV Remote Support Tier 1 specialist to join our team. Based in Indianapolis, IN, 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

Provide front door coverage of emails and phones for American Sound’s Remote Operation Center Open and update support tickets Respond in a timely manner to keep customers and teammates up to date on ticket life cycle Be responsible for SLA timers and escalation needs Assist with RMA management and shipping requests Assist with customer billings and communications post ticket resolutions Job Requirements: 2+ years helpdesk experience or direct customer service support Excellent customer service skills Attention to detail and the ability to stay organized Ability to prioritize and stay on task Great customer skills with a focus on customer satisfaction and communication Preferred Qualifications: Previous AV helpdesk, Service.

Now or other ERP ticketing system experience Background in AV/IT Experience troubleshooting via remote software like Screen Connect, RDP, jump boxes, etc. Certifications with AV, IT, UC, and DSP manufacturers Component-level experience with AV/UC manufacturers including Crestron, Extron, Biamp, QSC, AMX, Logi, Cisco, Poly, etc.

Digital Signage platform experience IT networking and protocols Dante certifications Biamp and Q-Sys certifications Enterprise and Fortune 500 client portfolios Job Compensation and Details: Pay- $22-26/hr with potential bonus at year end Shift Time and Days- Day shift, M-F Benefits include but are not limited to: Health, Vision, and Dental Insurance, 401k Vacation, PTO, and Paid Holidays