AV Technician Tier 2

OUR COMPANY:

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture.  Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees.  

We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU’LL DO:

The Audio Visual (AV) Technician supports Tier 2 video conferencing equipment and provides ongoing Video Conferencing Technical Support to our client. This position is responsible for resolving issues related to in-room technology; AV/VC equipment failure, physical malfunction and software configurations and conduct root cause analyses to improve processes and trend reoccurring issues to improve service. 

KEY RESPONSIBILITIES:

• Primary on-site Technician with the knowledge and skillset to fix 99% of issues in conference rooms and presentation spaces.
• Daily monitoring and resolution of automated VC conference room alerts for executive and specialty spaces (site specific).
• Escalation point for all AV/VC needs that cannot be resolved at the Tier 1 level.
• Tier 2 event support assistance and kick-off for in-person, hybrid, and virtual events and webinars (Zoom)
• Assisting the client with new builds support, design support, asset management, commissioning and testing as needed.
• Assisting the AV events team with broadcast events, live productions, video switching, A1, streaming, and other event support items as needed.
• Primary user-facing POC for all VC/AV related issues.
• White glove VC technical support for C-suite and high level management.
• Provide VC focused support for high profile events.
• Provide strong client level support to users, with a predisposition to de-escalate technical fails.
• Perform break fix (user reported incident) tasks within target SLA response window.
• Perform maintenance sweeps and repair tasks on all VC equipment to maintain 99% uptime and address all primary issues.
• Maintain accurate tagging and data entry of all tasks, projects, and requests performed.
• Track inventory of on-site supplies, consumables, and assets.
• RCA reported network related call escalation issues.
• Active monitoring of local and global VC Endpoints and related hardware.
• Assist, train, and advise Tier 1 technicians of signal flow and inspections best practices.
• Vendor RMA’s for equipment as needed.
• Advise and QC integrators of client installation standards as needed.
• Maintain up to date knowledge of relevant industry standard hardware as well as client proprietary tools .

ESSENTIAL CRITERIA:

• Ability to be self-motivated and accountable in a fast-pace, independent environment.
• Ability to think creatively as well as methodically regarding technical issues.
• Knowledge of Neat, Zoom, Q-Sys, Dante, Crestron, Shure, and other AV/VC related hardware and signal flow.
• Familiarity with ticketing systems like Jira or similar is preferred.
• Strong interpersonal, customer service, and conflict resolution skills.
• Willingness to learn and adapt to client culture.
• Ability to work both independently as well as with a team.
• Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor. 

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