Executive AV/VC Maintenance Support Technician

EOS•Menlo Park, CA

19h•Onsite

About The Position

Join EOS IT Solutions as an Audio Visual (AV) Maintenance Technician – Tier 2 (CST-EXEC)! This dynamic role is critical in supporting and maintaining video conferencing systems for our clients. You will provide white-glove support to executives and VPs, ensuring they have the best experience possible. The CST-EXEC Tech is responsible for delivering high-quality technical support, troubleshooting, and resolving issues related to in-room AV/VC (Audio Visual/Video Conferencing) technology, including equipment failures, physical malfunctions, and software configuration problems.

Requirements

Strong technical background in AV/VC systems.
Highly proficient with a wide range of AV technologies.
Be self-motivated and accountable in a fast-paced, independent environment.
Think creatively as well as methodically regarding technical issues.
Have knowledge of Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow.
Possess strong interpersonal, customer service, and conflict resolution skills.
Show willingness to learn and adapt to client culture.
Work both independently and collaboratively with a team.
Handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work.

Nice To Haves

Experience supporting executives and VPs is a plus.

Responsibilities

Provide ongoing technical support for video conferencing equipment and in-room AV technology.
Diagnose and resolve hardware and software issues, ensuring minimal downtime for end users.
Perform root cause analysis to identify recurring problems and implement solutions to prevent future incidents.
Analyze trends in AV/VC issues to proactively improve service quality and operational processes.
Document solutions and best practices to enhance team knowledge and efficiency.
Participate in the commissioning of AV systems for both retrofits and new builds.
Ensure all installations meet company standards and client requirements.
Be the primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms.
Act as the primary user-facing POC for all VC related issues.
Provide exceptional client-level support to users, with a knack for de-escalating technical fails.
Perform break-fix (user-reported incident) tasks within the target SLA response window.
Execute maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues.
Keep accurate tagging and data entry of all tasks, projects, and requests performed.
Form strong XFN partnerships with local Helpdesk, Facilities, Events, Executive Support, and EAs of high-profile staff.
Deliver white-glove VC technical support for C-suite and high-level management.
Provide VC-focused support for high-profile events.
Handle RCA reported network-related call escalation issues.
Actively monitor local and global VC Endpoints and related hardware.
Assist, train, and advise Tier 1 technicians on signal flow and inspections best practices.
Initiate Cisco TAC cases and vendor RMA’s for equipment.
Advise and QC integrators on 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.
Collaborate with cross-functional teams to deliver seamless AV experiences.
Maintain accurate records of maintenance activities and service requests.