EOS USA
Audio Visual Tier II Support Field Technician
EOS USA, Austin, Texas, us, 78716
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 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 a wide array of clients. 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 MAY REQUIRE UP TO 50% TRAVEL.
KEY RESPONSIBILITIES:On-site technician with the knowledge and skillset to fix 99% of issues in roomsConfiguration of endpoints and infrastructurePreparation of room audits ensuring technology can work at optimum levelPerforms preventative maintenance to ensure equipment and room is ready for useResponsible for identifying defective/failed equipment and providing solutionsPerform on site User Acceptance testingInstall software upgradesProvide strong client level support to users, with a predisposition to de-escalate technical failsPerform break fix (user reported incident) tasks within target service level agreements response windowForm strong partnerships with local help desk, building facilities, events, executive support, and EA's of high profile staffWhite glove technical support for C-suite and high level managementProvide VC focused support for high profile events reported network related call escalation issuesMaintains up to date knowledge of relevant industry standard hardware as well as proprietary tools50% Travel to customer sites as requiredMust 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 environmentAbility to think creatively as well as methodically regarding technical issueTechnical skills must include a knowledge of Cisco, Crestron, Extron, Biamp, Shure, Clearone, QSC and other AV/VC related hardware and signal flowMust be able to read and understand plans to ensure everything is done correctly and then do any additional configuration that is requiredStrong interpersonal, customer service, and conflict resolution skillsWillingness to learn and adapt to client cultureAbility to work both independently as well as with a teamMust have critical thinking and problem solving abilityBe flexible and adaptable to change and hours of work, to meet the needs of the customerAbility 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.
#LI-GM1
#LI-Hybrid
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 a wide array of clients. 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 MAY REQUIRE UP TO 50% TRAVEL.
KEY RESPONSIBILITIES:On-site technician with the knowledge and skillset to fix 99% of issues in roomsConfiguration of endpoints and infrastructurePreparation of room audits ensuring technology can work at optimum levelPerforms preventative maintenance to ensure equipment and room is ready for useResponsible for identifying defective/failed equipment and providing solutionsPerform on site User Acceptance testingInstall software upgradesProvide strong client level support to users, with a predisposition to de-escalate technical failsPerform break fix (user reported incident) tasks within target service level agreements response windowForm strong partnerships with local help desk, building facilities, events, executive support, and EA's of high profile staffWhite glove technical support for C-suite and high level managementProvide VC focused support for high profile events reported network related call escalation issuesMaintains up to date knowledge of relevant industry standard hardware as well as proprietary tools50% Travel to customer sites as requiredMust 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 environmentAbility to think creatively as well as methodically regarding technical issueTechnical skills must include a knowledge of Cisco, Crestron, Extron, Biamp, Shure, Clearone, QSC and other AV/VC related hardware and signal flowMust be able to read and understand plans to ensure everything is done correctly and then do any additional configuration that is requiredStrong interpersonal, customer service, and conflict resolution skillsWillingness to learn and adapt to client cultureAbility to work both independently as well as with a teamMust have critical thinking and problem solving abilityBe flexible and adaptable to change and hours of work, to meet the needs of the customerAbility 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.
#LI-GM1
#LI-Hybrid