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Lead AV Technician

2 months ago

New York, New York, United States EOS Full time
Job Summary

We are seeking a highly skilled and experienced Senior Audio Visual Specialist to join our team at EOS. As a key member of our technical support team, you will be responsible for providing expert-level technical support for our video conferencing equipment and systems.

Key Responsibilities
  • Provide primary on-site technical support for AV-related issues, including equipment failure, physical malfunctions, and software configurations.
  • Work closely with our Network and Systems Engineering team to improve overall network design and performance.
  • Provide strong client-level support to users, with a focus on de-escalating technical issues and ensuring high levels of customer satisfaction.
  • Perform break-fix tasks within target SLA response windows, and maintain accurate data entry of all tasks, projects, and requests performed.
  • Form strong cross-functional partnerships with local Helpdesk, Facilities, Network, Events, Executive Support, and EAs of high-profile staff.
  • Provide white-glove VC technical support for C-suite and high-level management, and support high-profile events.
  • Investigate and document root cause analysis of incidents, and identify and troubleshoot network-related issues.
  • Active monitoring of local and global VC Endpoints and related hardware, and track inventory of on-site supplies, consumables, and assets.
  • Maintain up-to-date knowledge of relevant industry-standard hardware and proprietary tools, and ensure that standards can be applied globally with an eye on resilience, repeatability, and operational focus.
  • Work with vendors, consultants, architects, integrators, and internal clients to understand requirements and drive new technological outcomes.
Technical Requirements
  • 5-7 years of AV experience in a corporate enterprise setting.
  • Demonstrated knowledge of a wide range of AV & Broadcast products in Control Systems, DSPs, Video Routing, Networking, Zoom & other UC platforms.
  • In-depth knowledge of the latest Multimedia AV & Broadcast technologies, with awareness of industry trends and roadmaps.
  • Hands-on experience of audio & video formats and protocols, including compressed and uncompressed formats and transports.
  • Understands and demonstrates practical skills of requirements for media on the network, AVoIP including VLAN's, VXLAN's, Multicast, QOS, PTP, clocking, latency, SDN, bandwidth management, etc.
  • Implements, configures, and evaluates a wide array of AV products, document findings, and develop best practices and operating procedures.
  • Demonstrated ability to work independently and responsibly, with proficiency in both creative and methodical technical problem-solving.
  • Strong interpersonal, customer service, and conflict resolution skills, with a willingness to learn and adapt to client culture.
  • Ability to work both independently and as part of a team, with the ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work.
Preferred Qualifications
  • Convergence, with an emphasis on media networks for live audio, video, data, and control.
  • Strong experience with system architecture design, large-scale deployments, and project management.
  • CTS or CTS-D, and other AV industry certifications.