AV/VC Escalations Technical Lead

About the 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. We deliver forward-thinking solutions based on multi-domain architecture, prioritizing customer satisfaction and superior quality of service. As an international IT provider, we offer global simplicity with trusted transparency, supporting partners and employees.

Responsibilities

• Supervise AV I and AV II technicians in the region, including remote team members
• Serve as the primary on-site technician, resolving 99% of in-room technology issues
• Act as the primary point of escalation for service verticals assigned by operations management
• Provide strong client-level support and act as the primary user-facing point of contact for all video conferencing (VC) related issues
• De-escalate technical failures and ensure high-quality support for users
• Oversee the quality and process of work performed by Tier 2 technicians
• Conduct trend analysis of video conferencing escalations to identify recurring issues
• Proactively plan service delivery in partnership with stakeholders
• Ensure daily and monthly maintenance of hardware and software is performed
• Escalate network problems impacting platform activities to appropriate teams
• Manage and escalate personnel issues to operations management
• Perform break-fix tasks (user-reported incidents) within target SLA response windows
• Maintain and repair all VC gear to ensure 99% uptime and address primary issues
• Maintain accurate tagging and data entry for all tasks, projects, and requests
• Build strong cross-functional partnerships with local helpdesk, facilities, events, executive support, and executive assistants
• Provide white-glove VC technical support for C-suite and high-level management
• Support high-profile events with VC-focused technical assistance
• Perform root cause analysis (RCA) for network-related call escalation issues
• Actively monitor local and global VC endpoints and related hardware
• Assist, train, mentor, and coach Tier 2 technicians on signal flow and inspection best practices
• Initiate Cisco TAC cases and vendor RMAs for equipment
• Advise and quality-check integrators on installation standards
• Partner with new builds project managers to provision and deploy VC and VIO-related equipment in new office locations
• Track inventory of on-site supplies, consumables, and assets
• Maintain up-to-date knowledge of industry-standard hardware and proprietary tools
• Travel to spoke sites for break/fix maintenance and client relations in the greater NORAM region, including Canada

Requirements

• Excellent interpersonal, customer service, and conflict resolution skills
• Professional written and verbal communication skills, with the ability to engage executive-level stakeholders
• Strong understanding of managed service responsibilities and nuances
• Continuous improvement mindset
• Self-motivated, accountable, and able to work in a fast-paced, independent environment
• Creative and methodical problem-solving skills for technical issues
• Willingness to learn and adapt to client culture
• Ability to work independently and collaborate across multiple teams
• Coaching and mentoring abilities
• Capability to handle physical tasks, including lifting large/heavy objects and performing integration/maintenance work
• Knowledge of Cisco and other AV/VC-related hardware and signal flow

Pay

$78,000—$85,000 USD