AV Technician Tier 2

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, and Events
• Provide VC focused support for users of all levels
• RCA reported network related call escalation issues
• Active monitoring of local and global VC Endpoints and related hardware
• Initiate Cisco TAC cases and vendor RMA's for equipment
• Advise and QC integrators of client installation standards
• Partner with OTD New Builds DPM's to provision and deploy all VC and VIO related equipment in new office locations
• Track inventory of on-site supplies, consumables, and assets
• Maintain up to date knowledge of relevant industry standard hardware as well as client proprietary tools
• Provide ongoing technical support for video conferencing equipment and in-room AV technology.
• Diagnose and resolve hardware and software issues, ensuring minimal downtime for end users.
• Perform root cause analysis to identify recurring problems and implement solutions to prevent future incidents.
• Analyze trends in AV/VC issues to proactively improve service quality and operational processes.
• Document solutions and best practices to enhance team knowledge and efficiency.
• Participate in the commissioning of AV systems for both retrofits and new builds.
• Ensure all installations meet company standards and client requirements.
• Additional Duties:
• Collaborate with cross-functional teams to deliver seamless AV experiences.
• Maintain accurate records of maintenance activities and service requests.
• Ideal Candidate:
• Strong technical background in AV/VC systems.
• Excellent problem-solving and communication skills.
• Highly proficient with a wide range of AV technologies.
• 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 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
• #LI-GM1
• #LI-Onsite
• #INDNAMER
• Pay Range
• $73,000 - $76,000 USD

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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