Key Responsibilities
- Serve as the primary on-site technician, capable of resolving the vast majority of in-room AV/VC issues.
- Monitor and resolve automated video conferencing alerts for executive and specialty spaces (site-specific).
- Act as the escalation point for all AV/VC issues unresolved at Tier 1.
- Provide Tier 2 support for in-person, hybrid, and virtual events and webinars (Zoom).
- Assist with new builds, including design support, asset management, commissioning, and testing.
- Support AV events team with broadcast events, live productions, video switching, A1, streaming, and other event-related tasks.
- Act as the primary user-facing point of contact for all video conferencing issues.
- Deliver strong client-level support with a focus on de-escalating technical failures.
- Perform break/fix tasks within SLA response windows.
- Conduct maintenance and repairs on VC equipment to maintain 99% uptime.
- Maintain accurate tagging and data entry for all tasks, projects, and requests.
- Provide white-glove technical support for C-suite and senior leadership.
- Support high-profile events with VC expertise.
- Investigate and report root cause analyses for network-related call escalation issues.
- Actively monitor local and global VC endpoints and related hardware.
- Train and advise Tier 1 technicians on signal flow and inspection best practices.
- Initiate Cisco TAC cases and vendor RMAs for equipment.
- Advise and quality-check integrators to ensure compliance with client installation standards.
- Partner with OTD New Builds DPMs to provision and deploy VC and VIO equipment in new office locations.
- Track inventory of on-site supplies, consumables, and assets.
- Stay current with industry-standard hardware and client proprietary tools.
Essential Criteria
- Self-motivated and accountable in a fast-paced, independent environment.
- Ability to think creatively and methodically when resolving technical issues.
- Knowledge of AV/VC hardware and signal flow, including Cisco, Crestron, Extron, Shure, ClearOne, and related systems.
- Strong interpersonal, customer service, and conflict resolution skills.
- Willingness to learn and adapt to client culture.
- Ability to work independently and collaboratively within a team.
- Physical capability to lift heavy objects and perform integration/maintenance tasks.
EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We welcome applicants regardless of gender, gender identity, age, race, religion, sexual orientation, disability, marital status, or other non-merit factors.
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