Executive AV/VC Maintenance Support Technician

<div class="posting-title-container"> <p> </p> <p><strong>OUR COMPANY:</strong></p> <p>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.</p> <p>We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.</p> <p> </p> <div id="page-1" class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0"><strong>POSITION OVERVIEW:</strong></div> <div class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0"> </div> <div class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0">Join us as an Audio Visual (AV) Maintenance Technician – Tier 2 (CST-EXEC)! This dynamic on-site role is critical in supporting and maintaining video conferencing systems for our clients. You will provide white-glove support to executives and VPs, ensuring they have the best experience possible. The CST-EXEC Tech is responsible for delivering high-quality technical support, troubleshooting, and resolving issues related to in-room AV/VC (Audio Visual/Video Conferencing) technology, including equipment failures, physical malfunctions, and software configuration problems.</div> <div class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0"> </div> <div class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0"><strong>KEY RESPONSIBILITIES:</strong></div> <div class="_kqswh2mm _bfhku67f _18u01wug _2hwx1wug" data-testid="page-0"> <ul> <li>Provide ongoing technical support for video conferencing equipment and in-room AV technology.</li> <li>Diagnose and resolve hardware and software issues, ensuring minimal downtime for end users.</li> <li>Perform root cause analysis to identify recurring problems and implement solutions to prevent future incidents.</li> <li>Analyze trends in AV/VC issues to proactively improve service quality and operational processes.</li> <li>Document solutions and best practices to enhance team knowledge and efficiency.</li> <li>Participate in the commissioning of AV systems for both retrofits and new builds.</li> <li>Ensure all installations meet company standards and client requirements.</li> </ul> <p><strong>ADDITIONAL DUTIES:</strong></p> <ul> <li>Collaborate with cross-functional teams to deliver seamless AV experiences.</li> <li>Maintain accurate records of maintenance activities and service requests.</li> </ul> <p><strong>IDEAL CANDIDATE:</strong></p> <ul> <li>Strong technical background in AV/VC systems.</li> <li>Experience supporting executives and VPs is a plus.</li> <li>Excellent problem-solving and communication skills. </li> <li>Highly proficient with a wide range of AV technologies.</li> </ul> <p><strong>WHAT YOU’LL DO:</strong></p> <ul> <li>Be the primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms. </li> <li>Act as the primary user-facing POC for all VC related issues. </li> <li>Provide exceptional client-level support to users, with a knack for de-escalating technical fails.</li> <li>Perform break-fix (user-reported incident) tasks within the target SLA response window.</li> <li>Execute maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues.</li> <li>Keep accurate tagging and data entry of all tasks, projects, and requests performed.</li> <li>Form strong XFN partnerships with local Helpdesk, Facilities, Events, Executive Support, and EAs of high-profile staff.</li> <li>Deliver white-glove VC technical support for C-suite and high-level management.</li> <li>Provide VC-focused support for high-profile events.</li> <li>Handle RCA reported network-related call escalation issues.</li> <li>Actively monitor local and global VC Endpoints and related hardware.</li> <li>Assist, train, and advise Tier 1 technicians on signal flow and inspections best practices.</li> <li>Initiate Cisco TAC cases and vendor RMA’s for equipment.</li> <li>Advise and QC integrators on client installation standards.</li> <li>Partner with OTD New Builds DPM’s to provision and deploy all VC and VIO related equipment in new office locations.</li> <li>Track inventory of on-site supplies, consumables, and assets.</li> <li>Maintain up-to-date knowledge of relevant industry standard hardware as well as client proprietary tools.</li> </ul> <p><strong>WHAT YOU NEED TO SUCCEED:</strong></p> <ul> <li>Be self-motivated and accountable in a fast-paced, independent environment. </li> <li>Think creatively as well as methodically regarding technical issues.</li> <li>Have knowledge of Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow.</li> <li>Possess strong interpersonal, customer service, and conflict resolution skills.</li> <li>Show willingness to learn and adapt to client culture.</li> <li>Work both independently and collaboratively with a team.</li> <li>Handle physic