Job
Description
You will be working as an AV Tier 2 Tech or Escalations Technician II at EOS IT Solutions, a Global Technology and Logistics company that provides Collaboration and Business IT Support services to leading industry players worldwide. Your role involves supporting Tier 2 video conferencing equipment and delivering ongoing Video Conferencing Technical Support to various clients. You will be responsible for addressing issues related to in-room technology, AV/VC equipment failure, physical malfunction, and software configurations. Root cause analyses will be conducted by you to enhance processes and identify recurring issues for service improvement. The AV Escalations Technician II role primarily focuses on providing Level-2 support. Please note that this position may require up to 50% travel. Your key responsibilities will include being an on-site technician with the knowledge and skills to resolve 99% of issues in rooms, configuring endpoints and infrastructure, conducting room audits to ensure optimal technology functionality, performing preventative maintenance activities to keep equipment and rooms operational, identifying defective/failed equipment and offering solutions, conducting on-site User Acceptance testing, installing software upgrades, providing client-level support with a focus on de-escalating technical issues, addressing break fix tasks within defined response time frames, establishing strong partnerships with local help desks, building facilities, events, executive support, and high-profile staff, offering white glove technical support to C-suite and high-level management, providing VC-focused support during high-profile events, staying updated on industry-standard hardware and proprietary tools, and being prepared to travel up to 50% of the time to customer sites as needed. To be considered for this role, you must have experience in Audio Visual troubleshooting, maintenance, and signal flow. You should possess essential criteria such as self-motivation and accountability in a fast-paced, independent environment, the ability to think creatively and methodically about technical issues, technical skills encompassing knowledge of Cisco, Crestron, Extron, Biamp, Shure, Clearone, QSC, and other AV/VC hardware and signal flow, the capability to read and understand plans to ensure accurate execution and perform additional configurations as needed, strong interpersonal, customer service, and conflict resolution skills, willingness to learn and adapt to client culture, the ability to work independently and collaboratively, critical thinking and problem-solving skills, flexibility to adapt to changing work hours and requirements, and physical capabilities for tasks like lifting heavy objects and physical integration/maintenance work. If you are seeking a challenging yet rewarding career opportunity that allows you to utilize your technical expertise and customer service skills in a dynamic global environment, this role at EOS IT Solutions might be the perfect fit for you.,
