Apogee Electronics Corporation - IT & Technical Support Specialist
Posted On: 2020-5-28 Location: Santa Monica, California
IT & Technical Support Specialist
Apogee Electronics, an award-winning designer and manufacturer of professional digital audio equipment, is seeking an experienced and proven leader to run its sales and channel marketing departments. Working out of our sunny Santa Monica, CA office, this position has a direct impact on our brand and the quality of the products we are known for. Products like Symphony I/O, Quartet, Duet, ONE, JAM and MiC have powered many of the world’s most respected studios and have been instrumental in capturing countless GRAMMY® and OSCAR® winning performances by today’s biggest artists.
Apogee Electronics is looking for an exceptional candidate to expand its IT and Technical Support staff. You will work with one of the best customer care teams in professional audio to deliver support to a broad range of users from entry level to professional. The right candidate is patient, detailed oriented, and passionate about music, audio recording and computers. If you love helping people and want to work with a great team and the best products, we want to talk to you.
DUTIES AND RESPONSIBILITIES
Interact with end-users, dealers, and partners who need help operating their Apogee Products with programs on Mac, Windows, and iOS devices.
Answer customer / dealers / distributors with tech support through online live chats, tickets, emails and telephone calls.
Create and assist with RMA repair ticket creation and updates, quality assurance testing, and customer inquiries and responses.
Assist in the creation of documents detailing installation, setup, implementation, operation and troubleshooting of Apogee products.
Monitor reoccurring technical issues and providing data and documentation to the QA team for product and feature improvements.
Manage IT inventory (software & hardware) and budget
Manage employee onboarding/off boarding experience as related to IT Manage SSO, access control & identity solutions
Manage hardware and software for personal computers
Manage office networking
Manage video conferencing systems (software & hardware)
Support incoming IT requests
Improve self-service documentation to reduce inbound requests Conduct training in applications and basic security for new employees
Evaluate and implement new technology vendors as needed
QUALIFICATIONS AND SKILLS
Proficient with Mac and Windows computers, as well as iOS devices & peripherals.
Familiarized with popular DAWs such as Logic Pro X, Garageband, Pro Tools, Ableton Live, and Cubase
Understanding of Analog/Digital Principals, the hardware and software components of an audio system
Knowledgeable about interconnection between audio gear, able to follow signal flow, digital clocking & synchronization principles, familiar & experience with a wide range of professional and consumer audio equipment
Experience with Customer Support Systems such as Zoho, Zendesk and Salesforce
Interested in computers, electronics and audio recording technology with a learning mindset
Customer service oriented, teamwork and good written & verbal communication skills.
Status: Full Time
Compensation: Commensurate with Skills and Abilities
How to Apply:
Please send resume and cover letter to firstname.lastname@example.org NO PHONE CALLS, PLEASE
Apogee Electronics is NOT seeking assistance or accepting unsolicited resumes from search firms for this employment opportunity
Please mention AES001376 when applying for this position.