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 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-pace, 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
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.
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.
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