AV Specialist

EOS•San Francisco, CA

1d•$80,000 - $90,000•Onsite

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.

Requirements

Be self-motivated and accountable in a fast-paced, independent environment.
Think creatively and methodically about technical issues.
Have knowledge of Cisco, Crestron, Extron, Shure, ClearOne, and other AV/VC hardware and signal flow.
Have strong interpersonal, customer-service, and conflict-resolution skills.
Be willing to learn and adapt to the client’s culture.
Be able to work both independently and as part of a team.
Be able to perform physical tasks, including lifting large or heavy objects and physical integration and maintenance work.

Responsibilities

Serve as the primary on-site technician, with the knowledge and skills to resolve 99% of room issues.
Monitor and resolve automated video-conferencing room alerts (ARSE) daily for executive and specialty spaces, where applicable.
Act as the escalation point for AV/VC needs that Tier 1 support cannot resolve.
Assist with Tier 2 event support and kickoffs for in-person, hybrid, and virtual events and Zoom webinars.
Assist with new-build support, design support, asset management, commissioning, and testing as needed.
Support broadcast events, live productions, video switching, A1, streaming, and other event needs.
Serve as the primary user-facing point of contact for video-conferencing issues.
Provide strong client-level user support and help de-escalate technical failures.
Perform break-fix tasks for user-reported incidents within target SLA response windows.
Maintain and repair video-conferencing equipment to support 99% uptime and address primary issues.
Maintain accurate tagging and data entry for completed tasks, projects, and requests.
Provide white-glove video-conferencing support to C-suite and senior management.
Provide video-conferencing support for high-profile events.
Conduct root cause analysis of 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 on 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.