EOS is hiring: Senior Audio Video Conferencing (AV/VC) Technician in Boston

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 op 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 Senior Audio Video Conferencing (AV/VC) Technician provides crucial technical support for video conferencing equipment and offers ongoing video conferencing technical support to our clients. This role involves resolving issues related to in-room technology, addressing AV/VC equipment failures, physical malfunctions, and software configurations. The Technician conducts root cause analyses to enhance processes and identify recurring issues, working towards improved service. The AV Technician also offers support and is responsible for commissioning retrofits and new builds.

KEY RESPONSIBILITIES:

• Act as the primary on-site technician, equipped with the expertise to resolve 99% of room-related issues
• Setup complex AV / VC systems in board rooms, conference rooms, and multifunction rooms
• Serve as the main point of contact for users with VC-related issues, delivering excellent client-level support and aiming to de-escalate technical challenges
• Interact with and support all end users, including senior level executives within the organization
• Provide white-glove VC technical support to C-suite executives and high-level management
• Execute break-fix tasks (user-reported incidents) within the stipulated SLA response window
• Conduct maintenance and repair activities on all VC equipment to ensure a 99% uptime and address primary concerns
• Maintain accurate documentation through proper tagging and data entry of tasks, projects, and requests
• Establish strong cross-functional partnerships with local Helpdesk, Facilities, Events, Executive Support, and EA's of high-profile personnel
• Offer VC-focused support for significant events and contribute to root cause analyses of network-related call escalation issues
• Proactively monitor local and global VC Endpoints and associated hardware
• Assist, educate, and advise on signal flow and best practices for inspections
• Initiate Cisco TAC cases and vendor RMA requests for equipment
• Provide guidance and quality control to integrators based on installation standards
• Collaborate with New Builds DPM's to provision and deploy VC equipment in new office locations
• Keep track of inventory for on-site supplies, consumables, and assets
• Stay updated on industry-standard hardware and proprietary tools relevant to the field
• Provide daily reporting to the Project Management team
• Installing a wide variety of technology into clients existing and new build project sites
• Knowledge of low voltage electrical concepts
• Possess basic carpentry and/or installation skills
• Proficient use and safety with power tools
• May need to travel as needed to other sites for projects support and/or installs

ESSENTIAL CRITERIA:

• Familiarity with Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC-related hardware and signal flow
• Extensive experience with Microsoft Teams Rooms (MTRs) including troubleshooting and replacing components
• Experience with Teams Admin Center and Pro Portal
• Must be familiar with the Microsoft Call Quality Dashboard (CQD)
• Demonstrated ability to work independently and responsibly in a fast-paced environment
• Proficiency in both creative and methodical problem-solving approaches for technical issues
• Knowledge of how to build AV racks to required AVIXA standards ensuring required airflow and layouts
• Knowledge of all cabling used in the AV industry and experience terminating associated connector
• Must be responsive, efficient, have excellent customer interaction skills, and exhibit a high level of professionalism
• Good organization and time management skills with proven ability to manage multiple priorities
• Good written and verbal communication skills
• Willingness to adapt and integrate into the client's organizational culture
• Capacity to work effectively both independently and as part of a collaborative team

DESIRED CRITERIA:

• Over 3 years' experience in the AV/VC industry
• AVIXA CTS/CTS-I Certification is desired
• OSHA 10/30/SST Certificate is highly desired

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.

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.