Audio Visual Technician level 2

WHO WE ARE:

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.

POSITION OVERVIEW:

The AV 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.

WHAT YOU’LL DO:
• 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 SLA 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 XFN partnerships with local Helpdesk, Facilities, Events, Executive Support, and EA’s of high profile staff.
• White glove VC technical support for C-suite and high level management
• Provide VC focused support for high profile events
• RCA reported network related call escalation issues
• Active monitoring of local and global VC 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 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

WHAT YOU NEED TO SUCCEED