Mentor the AV team, including scheduling, and training.
Oversee and manage the ticketing system, ensuring all incidents and service requests are logged, prioritized, and resolved within established Service Level Agreements (SLAs).
Serve as the escalation point for complex technical issues and manage critical incidents.
Develop, document, and maintain AV support processes, policies, and knowledge base articles to improve efficiency and first-contact resolution rates.
Monitor and report on AV performance metrics, analyze trends, and implement continuous improvements to service delivery.
Manage hardware and software inventory
Coordinate with other teams (e.g., Network Operations, Systems Engineering) to ensure seamless support.
Assist with onboarding of new employees, including access, trainings, and laptop setup.
ESSENTIAL CRITERIA:
Ability to be self-motivated and accountable in a fast-paced, 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.
#INDNAMER
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Pay Range
$85,000 - $105,000 USD
Benefits
Paid time offEquity / stock options
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.
Eositsolutions · San Francisco, CA