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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 Audio Visual Support Field Technician 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 rooms
• Configuration of endpoints and infrastructure
• Preparation of room audits ensuring technology can work at optimum level
• Performs preventative maintenance to ensure equipment and room is ready for use
• Responsible for identifying defective/failed equipment and providing solutions
• Perform on-site User Acceptance testing
• Install software upgrades
• 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
• 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
• Maintains up to date knowledge of relevant industry standard hardware as well as proprietary tools
• 50% Travel to customer sites as required

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-paced, independent environment
• Ability to think creatively as well as methodically regarding technical issue
• Technical skills must include a knowledge of Cisco, Crestron, Extron, Biamp, Shure, Clearone, QSC and other AV/VC related hardware and signal flow
• Must be able to read and understand plans to ensure everything is done correctly and then do any additional configuration that is required
• 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
• Must have critical thinking and problem solving ability
• Be flexible and adaptable to change and hours of work, to meet the needs of the customer
• Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work