Tier 2 Audio Visual Technician

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 services 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. POSITION OVERVIEW: The AV Support & Event Technician supports Tier 2 video conferencing equipment and provides ongoing Video Conferencing Technical Support to the 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. The AV Support & Event Technician is additionally responsible for commissioning retrofits and new builds. WHAT YOU'LL DO: • Broadcast and Event Support in office for Tiered event structures • 3-5 years of AV experience (video conferencing / events) Primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms • Primary user-facing POC for all VC related issues Primary user-facing POC for all VC related issues • 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 and repair tasks on all VC gear to maintain 99% uptime and address all primary issues • Maintain accurate tagging and data entry of all tasks, projects, and requests performed • Form strong XFN partnerships with local Helpdesk, Facilities, Events, Executive Support, and EA's of high profile staff • White glove VC technical support for C-suite and high level management • Provide VC focused support for high profile events • 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 • Neat and DTEN, Logitech & other vendor's RMA processes • Advise and QC integrators of installation standards • Partner with OTD New Builds DPM's to provision and deploy all VC and VIO related equipment in new office locations • Tracks inventory of on-site supplies, consumables, and assets Maintains up to date knowledge of relevant industry standard hardware as well as proprietary tools KEY RESPONSIBILITIES: • 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, qysys, Dante, Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow • 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. #LI-GM1 #LI-Onsite

Created: 2024-11-12