AV/VC Escalations Technical Lead

EOS•New York, NY

5d•$78,000 - $85,000•Onsite

About The Position

The AV Escalations Technical Lead supports video conferencing equipment and provides ongoing technical support to the client. This position is responsible for resolving issues related to in-room technology, including AV/VC equipment failures, physical malfunctions, and software configuration problems, and conducting root cause analyses to improve processes and identify recurring issues. The role also includes commissioning retrofits and new builds, collaborating with both the client and vendors. The AV Escalations Technical Lead provides Level‑3 support and supervises a team of AV Escalation Tier 2 Technicians. This is a highly client‑facing role with regional accountability for the performance and continuous improvement of a managed service.

Requirements

Excellent interpersonal, customer service, and conflict resolution skills
Professional written and verbal communication skills and comfort level to deliver messaging to Executive level stakeholders
Strong understanding of the nuances and responsibilities of providing a managed service
A continuous improvement mindset
Ability to be self-motivated and accountable in a fast-pace, independent environment
Ability to think creatively as well as methodically regarding technical issues
Willingness to learn and adapt to client culture
Ability to work both independently as well as be able to collaborate with multiple teams
Ability to coach and mentor others
Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work
Knowledge of Cisco, and other AV/VC related hardware and signal flow

Responsibilities

Supervisory responsibilities for AV I and AV II techs in region some of whom may be remote
Primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms
Act as primary point of escalation for service vertical assigned by Ops Management/SDM
Primary user facing POC for all VC related issues
Provide strong client level support to users, with a predisposition to de-escalate technical fails
Responsible for quality and process of work done by Tier 2 Techs
Trend analysis of escalations of video conferencing opportunities
Proactive planning of service delivery in partnership with Stakeholders
Ensure daily & monthly maintenance of hardware and software is being performed
Escalate network problems impacting one or many internal platform activities to appropriate teams where needed
Manage and escalate all personnel issues to Ops Management/SDM
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
Form strong XFN partnerships with local Helpdesk, Facilities, Events, Executive Support, and EA’s of high-profile staff.
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, mentor and coach Tier 2 technicians of signal flow and inspections best practices
Initiate Cisco TAC cases and vendor RMA’s for equipment
Advise and QC integrators of FB 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 FB proprietary tools
Required Travel to spoke sites to maintain break/fix and client relations in the greater NORAM region, including Canada.