AV Specialist

EOS•Toronto, ON

32d

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. The AV Technician supports Tier 2 video conferencing equipment and provides ongoing Video Conferencing Technical Support to the client. This position is responsible for resolving issues related to in-room technology; AV/VC equipment failure, physical malfunction and software configurations and conduct root cause analyses to improve processes and trend reoccurring issues to improve service. The AV Technician II provides Level-2 support.

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

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)
Assisting the client with new builds support, design support, asset management, commissioning and testing as needed
Assisting 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
Provide strong client level support to users, with a predisposition to de-escalate technical fails
Perform break fix (user reported incident) tasks within target SLA response window
Perform maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues
Maintain accurate tagging and data entry of all tasks, projects, and requests performed
White glove VC technical support for C-suite and high level management
Provide VC focused support for high profile events
RCA reported network related call escalation issues
Active monitoring of local and global VC Endpoints and related hardware
Assist, train, and advise Tier 1 technicians of signal flow and inspections best practices
Initiate Cisco TAC cases and vendor RMA’s for equipment • Advise and QC integrators of client installation standards
Partner with OTD New Builds DPM’s to provision and deploy all VC and VIO related equipment in new office locations
Track inventory of on-site supplies, consumables, and assets
Maintain up to date knowledge of relevant industry standard hardware as well as client proprietary tools