AV/VC Maintenance Support Technician

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’LL DO:

• 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.

 WHAT YOU NEED TO SUCCEED:

• 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.

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