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About the Role

This on-site role is critical in supporting and maintaining video conferencing systems for clients, providing white-glove support to executives and VPs. The technician is responsible for delivering high-quality technical support, troubleshooting, and resolving issues related to in-room AV/VC technology.

Responsibilities

Provide ongoing technical support for video conferencing equipment and in-room AV technology.
Diagnose and resolve hardware and software issues, ensuring minimal downtime for end users.
Perform root cause analysis to identify recurring problems and implement solutions to prevent future incidents.
Analyze trends in AV/VC issues to proactively improve service quality and operational processes.
Document solutions and best practices to enhance team knowledge and efficiency.
Participate in the commissioning of AV systems for both retrofits and new builds.
Ensure all installations meet company standards and client requirements.
Collaborate with cross-functional teams to deliver seamless AV experiences.
Maintain accurate records of maintenance activities and service requests.
Be the primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms.
Act as the primary user-facing POC for all VC related issues.
Provide exceptional client-level support to users, with a knack for de-escalating technical fails.
Perform break-fix (user-reported incident) tasks within the target SLA response window.
Execute maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues.
Keep accurate tagging and data entry of all tasks, projects, and requests performed.
Form strong XFN partnerships with local Helpdesk, Facilities, Events, Executive Support, and EAs of high-profile staff.
Deliver white-glove VC technical support for C-suite and high-level management.
Provide VC-focused support for high-profile events.
Handle RCA reported network-related call escalation issues.
Actively monitor local and global VC Endpoints and related hardware.
Assist, train, and advise Tier 1 technicians on signal flow and inspections best practices.
Initiate Cisco TAC cases and vendor RMA’s for equipment.
Advise and QC integrators on 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.

Requirements

Strong technical background in AV/VC systems.
Experience supporting executives and VPs is a plus.
Excellent problem-solving and communication skills.
Highly proficient with a wide range of AV technologies.
Be self-motivated and accountable in a fast-paced, independent environment.
Think creatively as well as methodically regarding technical issues.
Possess strong interpersonal, customer service, and conflict resolution skills.
Show willingness to learn and adapt to client culture.
Work both independently and collaboratively with a team.
Handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work.

Skills

AV/VC systems
Video conferencing equipment
In-room AV technology
Hardware and software troubleshooting
Root cause analysis
AV system commissioning
Cisco
Crestron
Extron
Shure
Clearone
Signal flow
Cisco TAC case management
Vendor RMA processing
Inventory tracking

Location

On-site

Work Type

On-site
Full-time

Experience Level

Tier 2

Salary/Compensations

$36—$37.50 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 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.

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.