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AV Tier II Technician

2 months ago

San Francisco, United States EOS Full time
Job DescriptionJob Description

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.

POSITION OVERVIEW:

The AV Tier 2 Tech or Escalations Technician II 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. The AV Escalations Technician II provides Level-2 support. This position is additionally responsible for commissioning retrofits and new builds.

WHAT YOU WILL DO:

  • 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 service level agreements response window
  • Perform maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues
  • Maintain accurate tagging and data entry of all tasks, projects, and requests performed
  • Form strong partnerships with local help desk, building facilities, events, executive support, and EA's of high profile staff
  • White glove technical support for C-suite and high level management
  • Provide VC focused support for high profile events reported network related call escalation issues
  • Active monitoring of local and global endpoints and related hardware
  • Assist, train, and advise Tier 1 technicians of signal flow and inspections best practices
  • Initiate Cisco TAC cases and vendor RMA's for equipment Advise and QC integrators of installation standards
  • Partner with new builds project managers to provision and deploy all video conferencing and video infrastructure operations related equipment in new office locations
  • Tracks inventory of on-site supplies, consumables, and assets
  • Maintains up to date knowledge of relevant industry standard hardware as well as proprietary tools
  • Hours of operation are normally 8 AM to 5 PM with occasional outside of hours and weekend support

WHAT YOU WILL NEED TO SUCCEED:

  • 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, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow
  • Strong interpersonal, customer service, and conflict resolution skills
  • Willingness to learn and adapt to client culture
  • Ability to work both independently as well as with a team
  • 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.

Pay Range$33.66—$41 USD