What are the responsibilities and job description for the AV Support Field Technician - Tier II position at EOS?

Job Description

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.

LI-GM1

LI-Hybrid

Pay Range

30—$40 USD

Salary : $30 - $40

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AV Support Field Technician - Tier II

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