Posted 2 days ago
Description
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 WILL DO:
The AV Tier 2 Tech or Escalations Technician II 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 Escalations Technician II provides Level-2 support. 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 service level agreements 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 partnerships with local help desk, building facilities, events, executive support, and EA’s of high profile staff
- White glove technical support for C-suite and high level management
- Provide VC focused support for high profile events reported network related call escalation issues
- Active monitoring of local and global endpoints and related hardware
- Assist, train, and advise Tier 1 technicians of signal flow and inspections best practices
- Initiate Cisco TAC cases and vendor RMA’s for equipment Advise and QC integrators of installation standards
- Partner with new builds project managers to provision and deploy all video conferencing and video infrastructure operations 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
- Hours of operation are normally 8 AM to 5 PM with occasional outside of hours and weekend support
Must Have Experience with Audio Visual Troubleshooting, maintenance and signal flow to be considered.
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 consider opportunities at EOS regardless of 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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