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.
RESPONSIBILITIES:
• 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 FB installation standards Partner with OTD New Builds DPM’s to provision and deploy all VC and VIO related equipment in new office locations
• Tracks inventory of on-site supplies, consumables, and assets
• Maintains up to date knowledge of relevant industry standard hardware as well as FB proprietary tools
SKILLS / QUALIFICATIONS:
• Ability to be self-motivated and accountable in a fast-pace, independent environment
• Ability to think creatively as well as methodically regarding technical issues Knowledge of Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow
• 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
• 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 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.
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