Exec Lead Technician

EOS•Menlo Park, CA

13h

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

Technical Support & Troubleshooting
Perform break-fix tasks within target SLA response windows.
Capable of resolving in-room AV issues.
Ensure daily and monthly hardware/software maintenance is completed within SLA.
Actively monitor local and global VC endpoints and related hardware.
Perform root cause analysis on reported incidents and escalate network-related call issue
White-glove AV/VC support for C-suite, VPs, and high-level management.
Provide dedicated AV/VC support for high-profile events.
Conduct trend analysis on escalations and recurring issues to proactively improve service quality.
Perform root cause analysis and implement preventive solutions.
Document solutions and best practices to enhance team knowledge and efficiency.
Plan service delivery proactively in partnership with stakeholders.
Supervise, train, mentor, and coach regional AV technicians (including remote staff).
Maintain quality standards for all work performed by AV technicians.
Ensure accurate ticket administration across the reporting team.
Form strong cross-functional partnerships with Helpdesk, Facilities, Events, Executive Support, and EAs.

Responsibilities

Act as the primary user-facing point of contact and escalation point for all video conferencing and event support issues.
Perform break-fix tasks within target SLA response windows.
Capable of resolving in-room AV issues.
Ensure daily and monthly hardware/software maintenance is completed within SLA.
Actively monitor local and global VC endpoints and related hardware.
Perform root cause analysis on reported incidents and escalate network-related call issue
White-glove AV/VC support for C-suite, VPs, and high-level management.
Provide dedicated AV/VC support for high-profile events.
Conduct trend analysis on escalations and recurring issues to proactively improve service quality.
Perform root cause analysis and implement preventive solutions.
Document solutions and best practices to enhance team knowledge and efficiency.
Plan service delivery proactively in partnership with stakeholders.
Supervise, train, mentor, and coach regional AV technicians (including remote staff).
Maintain quality standards for all work performed by AV technicians.
Ensure accurate ticket administration across the reporting team.
Form strong cross-functional partnerships with Helpdesk, Facilities, Events, Executive Support, and EAs.