Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The AV Escalations Technical Lead supports video conferencing equipment and provides ongoing technical support to the client. This position is responsible for resolving issues related to in-room technology, including AV/VC equipment failures, physical malfunctions, and software configuration problems, and conducting root cause analyses to improve processes and identify recurring issues. The role also includes commissioning retrofits and new builds, collaborating with both the client and vendors. The AV Escalations Technical Lead provides Level‑3 support and supervises a team of AV Escalation Tier 2 Technicians. This is a highly client‑facing role with regional accountability for the performance and continuous improvement of a managed service.

Responsibilities

Supervise AV I and AV II techs in region, some of whom may be remote
Act as primary on-site technician to fix 99% of issues in rooms
Serve as primary point of escalation for service verticals assigned by Ops Management/SDM
Be the primary user-facing POC for all VC related issues
Provide strong client-level support to users, with a predisposition to de-escalate technical fails
Ensure quality and process of work done by Tier 2 Techs
Perform trend analysis of escalations of video conferencing opportunities
Proactively plan service delivery in partnership with Stakeholders
Ensure daily & monthly maintenance of hardware and software is performed
Escalate network problems impacting internal platform activities to appropriate teams
Manage and escalate personnel issues to Ops Management/SDM
Perform break fix tasks within target SLA response windows
Perform maintenance and repair tasks on all VC gear to maintain 99% uptime
Maintain accurate tagging and data entry of all tasks, projects, and requests
Form strong cross-functional partnerships with local Helpdesk, Facilities, Events, Executive Support, and EA’s of high-profile staff
Provide white glove VC technical support for C-suite and high-level management
Provide VC focused support for high profile events
Perform RCA for reported network related call escalation issues
Actively monitor local and global VC Endpoints and related hardware
Assist, train, mentor, and coach Tier 2 technicians on signal flow and inspection best practices
Initiate Cisco TAC cases and vendor RMAs for equipment
Advise and QC integrators on FB 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 and FB proprietary tools
Travel to spoke sites to maintain break/fix and client relations in the NORAM region, including Canada

Requirements

Excellent interpersonal, customer service, and conflict resolution skills
Professional written and verbal communication skills and comfort level to deliver messaging to Executive level stakeholders
Strong understanding of the nuances and responsibilities of providing a managed service
A continuous improvement mindset
Ability to be self-motivated and accountable in a fast-pace, independent environment
Ability to think creatively as well as methodically regarding technical issues
Willingness to learn and adapt to client culture
Ability to work both independently as well as collaborate with multiple teams
Ability to coach and mentor others
Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work
Knowledge of Cisco, and other AV/VC related hardware and signal flow

Skills

Video conferencing equipment support
Technical support
AV/VC equipment
Software configuration
Root cause analysis
Commissioning retrofits and new builds
Client collaboration
Vendor collaboration
Level-3 support
Team supervision
Managed service
Trend analysis
Service delivery planning
Hardware and software maintenance
Network problem escalation
Personnel issue management
Break fix tasks
SLA management
Maintenance and repair
Data entry
Cross-functional partnerships
White glove support
Event support
Endpoint monitoring
Training
Mentoring
Coaching
Cisco TAC case initiation
Vendor RMA processing
Integrator advising
Installation standards
New build provisioning
Inventory tracking
Industry standard hardware knowledge
Proprietary tools knowledge

Location

NORAM region
Canada

Work Type

Onsite
Full-time

Experience Level

Technical Lead
Supervisory

Salary/Compensations

$78,000—$85,000 USD

About the 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 top business priorities, along with investing in and supporting partners and employees.
EOS is a true International IT provider, delivering services through global simplicity with trusted transparency.

Equal Opportunity

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.