AV​/VC Maintenance Support Technician

WHO WE ARE:

EOS IT Solutions is aGlobal 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.

• On-going communication with Executive Support Engineering throughout the day, as it relates to assigned calls, day-to-day functions operations, scheduling, and any video conferencing related issues
• Responsible for AV-VC systems maintenance and troubleshooting of executive conference rooms.
• Provides real-time Video conferencing white glove technical support
• Responsible for opening, tracking, and resolving tasks
• Assist with Make/Add/Changes requests
• Monitoring of video conferencing calls on end user event sites
• Executive conference room equipment swap as needed to maintain service levels
• Break/Fix and RMA request management
• AV-VC Small Group Support process development (Run Book)
• VC room hardware installation and maintenance, ability to quickly replace and install key pieces of hardware to endure minimum downtime
• Immediate response to Executive Engineering team regarding supported executives during working hours, i.e. 9-5

• Inspect assigned dedicated executive conference rooms twice daily
• Fully manage any collaboration hardware deployment requested from executive team from request inception to signed off delivery
• Work with vendor, Logistics and cross functional teams to replace and recommission gear.
• Executive Support tech manages Executive support equipment and peripherals stock, cuts task for Logistics to re-order and fulfill additional equipment and supplies (stock max/min owned by logistics)
• Occasionally engage with executive and executive admins to answer questions and suggest video conferencing solutions.
• Maintain close alignment with the AV-VC team to ensure all pertaining to environment standards is current.
• Full working knowledge of all call flows and in depth knowledge of troubleshooting practices, including packet capture, collection of hardware logs, firmware updates, and streamshark packet analysis.

• Excellent interpersonal, customer service, and conflict resolution skills
• 3+ years of similar experience
• Professional written and verbal communication skills and comfort level to deliver messaging to Executive level stakeholders
• Strong understanding of the nuances and responsibilities of providing a managed service
• A continuous improvement mindset
• 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, and other AV/VC related hardware and signal flow
• Willingness to learn and adapt to client culture
• Ability to work both independently as well as be able to collaborate with multiple teams
• Ability to coach and mentor others
• 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 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.