AV/VC Escalation Technician

WHO WE ARE: EOS IT Solutions is a vibrant Global Technology and Logistics company! We pride ourselves on providing top-notch Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering innovative solutions based on multi-domain architecture. Our top priorities are customer satisfaction and a commitment to superior quality of service, along with investing in and supporting our amazing partners and employees. As a true International IT provider, we are excited to deliver our services with global simplicity and trusted transparency!

POSITION OVERVIEW:

The Audio Visual (AV) Maintenance 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. This position is additionally responsible for commissioning retrofits and new builds.

KEY RESPONSIBILITIES:

• 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
• 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.
• RCA reported network related call escalation issues
• Active monitoring of local and global VC Endpoints and related hardware
• Initiate Cisco TAC cases and vendor RMA’s for equipment
• Advise and QC integrators of client installation standards 
• Partner with OTD New Builds DPM’s to provision and deploy all VC and VIO related equipment in new office locations
• Track inventory of on-site supplies, consumables, and assets
• 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 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 explore 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.

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

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