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.

About The Job

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 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.

• 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 Support/Service Lead as needed. Assists with workmanship warranty repairs when issues are determined to be covered under Summit warranties or Summit Care plans.
• 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 Support/Service Lead as needed.
• 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 Support/Service Lead as appropriate.
• 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.
• 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 Support/Service Lead as needed.
• 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.
• Follows documented procedures and contributes feedback to improve troubleshooting guides and knowledge base articles.
• Coordinates with Install, Assembly, Engineering, and Solution Architect teams as directed to support resolution or service delivery.

• 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 ability to problem solve.