AV Specialist

EOS•San Francisco, CA

15h

About The Position

The AV Technician supports Tier 2 video conferencing equipment and provides ongoing technical support to the client. The role resolves issues involving in-room technology, AV/VC equipment failures, physical malfunctions, and software configurations. It also conducts root cause analyses to improve processes and identify recurring issues. The AV Technician II provides Level 2 support and serves as the primary on-site technician and user-facing point of contact for video conferencing issues. The position supports conference rooms, executive and specialty spaces, and in-person, hybrid, and virtual events. It also assists with new builds, installations, commissioning, testing, inventory, event production, and maintenance of video conferencing equipment. The role works with Tier 1 technicians, vendors, integrators, and project managers to maintain service quality and equipment uptime.

Requirements

Knowledge of Cisco, Crestron, Extron, Shure, ClearOne, and other AV/VC-related hardware and signal flow.
Ability to work independently in a fast-paced environment and demonstrate self-motivation and accountability.
Ability to think creatively and methodically about technical issues.
Strong interpersonal, customer service, and conflict-resolution skills.
Willingness to learn and adapt to client culture.
Ability to work independently and as part of a team.
Ability to perform physical tasks, including lifting large or heavy objects and physical integration and maintenance work.

Responsibilities

Serve as the primary on-site technician, resolving room technology issues.
Monitor and resolve automated video conferencing room alerts for executive and specialty spaces, where applicable.
Escalate and resolve AV/VC needs that cannot be handled at Tier 1.
Assist with Tier 2 event support and kickoff for in-person, hybrid, and virtual events and Zoom webinars.
Support new builds, design, asset management, commissioning, and testing.
Assist with broadcast events, live productions, video switching, A1, streaming, and other event support.
Act as the primary user-facing point of contact for video conferencing issues and provide client-level support.
Perform break-fix tasks within target SLA response windows.
Maintain and repair video conferencing equipment to support 99% uptime.
Record accurate tags and data for completed tasks, projects, and requests.
Provide white-glove video conferencing support to C-suite and senior management.
Conduct root cause analysis on reported network-related call escalation issues.
Actively monitor local and global video conferencing endpoints and related hardware.
Assist, 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 against client installation standards.
Partner with OTD New Builds DPMs to provision and deploy video conferencing and VIO equipment in new office locations.
Track on-site supplies, consumables, and assets.
Maintain current knowledge of relevant industry-standard hardware and client proprietary tools.