AV/VC Escalation Technician
About the role
WHO WE ARE: EOS IT Solutions is a vibrant Global Technology and Logistics company! We pride ourselves on providing top-notch Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering innovative solutions based on multi-domain architecture. Our top priorities are customer satisfaction and a commitment to superior quality of service, along with investing in and supporting our amazing partners and employees. As a true International IT provider, we are excited to deliver our services with global simplicity and trusted transparency!
POSITION OVERVIEW: The Audio Visual (AV) Maintenance Technician 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. This position is additionally responsible for commissioning retrofits and new builds.
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