AV Support Engineer

Responsibilities

• The AV Support Engineer is responsible for delivering advanced technical support for video conferencing systems and in-room AV technology. This role provides Level 2 support , handling escalations that go beyond frontline assistance and ensuring rapid resolution of complex technical issues.
• This position supports a wide range of clients, requiring excellent troubleshooting skills, the ability to communicate clearly with both technical and non-technical stakeholders, and a proactive approach to issue prevention and service optimization.
• This position will require travel to customer sites in the EMEA region.
• Diagnose and resolve in-room AV/VC issues with a resolution success rate of up to 99%.
• Configure AV endpoints and infrastructure to meet enterprise standards and ensure seamless operation.
• Conduct detailed room audits to validate system readiness and optimize performance.
• Perform preventative maintenance to reduce system failures and ensure technology is consistently meeting user needs.
• Identify, document, and resolve failed or defective equipment, recommending long-term solutions where necessary.
• Execute User Acceptance Testing (UAT) on-site to ensure successful system deployment and functionality.
• Install and configure software upgrades to maintain current system integrity and performance.
• Deliver exceptional client support with a focus on incident de-escalation and user satisfaction.
• Perform break-fix tasks in alignment with SLA timeframes and business impact priorities.
• Build strong partnerships with local IT help desks, facilities, events teams, executive assistants, and other key stakeholders.
• Provide white-glove technical support for C-level executives and senior leadership.
• Support high-profile video conferencing events , particularly those requiring rapid escalation of network or AV issues.
• Stay up to date with current industry-standard AV hardware , software, and internal proprietary tools.
• 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
• #IND

Benefits

Additional Information

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.

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