AV Specialist

EOS•Seattle, WA

19h

About The Position

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.

Requirements

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.

Responsibilities

Supports Tier 2 video conferencing equipment and provides ongoing Video Conferencing Technical Support to the client.
Resolves issues related to in-room technology; AV/VC equipment failure, physical malfunction and software configurations.
Conducts root cause analyses to improve processes and trend reoccurring issues to improve service.
Provides Level-2 support.
Primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms.
Daily monitoring and resolution of automated VC conference room alerts (ARSE) for executive and specialty spaces (site specific).
Escalation point for all AV/VC needs that cannot be resolved at the Tier 1 level.
Tier 2 event support assistance and kickoff for in-person, hybrid, and virtual events and webinars (Zoom).
Assists the client with new builds support, design support, asset management, commissioning and testing as needed.
Assists the AV events team with broadcast events, live productions, video switching, A1, streaming, and other event support items as needed.
Primary user-facing POC for all VC related issues.
Provides strong client level support to users, with a predisposition to de-escalate technical fails.
Performs break fix (user reported incident) tasks within target SLA response window.
Performs maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues.
Maintains accurate tagging and data entry of all tasks, projects, and requests performed.
Provides white glove VC technical support for C-suite and high level management.
Provides VC focused support for high profile events.
Handles RCA reported network related call escalation issues.
Active monitoring of local and global VC Endpoints and related hardware.
Assists, trains, and advises Tier 1 technicians of signal flow and inspections best practices.
Initiates Cisco TAC cases and vendor RMAs for equipment.
Advises and QC integrators of client installation standards.
Partners with OTD New Builds DPM’s to provision and deploy all VC and VIO 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 client proprietary tools.