Sr. AV Support and Event Specialist

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.

WHAT YOU WILL DO:

The Senior AV Support & Event Specialist 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 Senior AV Support & Event Specialist is additionally responsible for commissioning retrofits and new builds.

KEY RESPONSIBILITIES:

• Broadcast and Event Support in office for Tiered event structures


• 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


• Neat and DTEN, Logitech & other vendor’s RMA processes


• Advise and QC integrators of 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 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 issues


• Knowledge of neat, qysys, Dante, 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

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. 

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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