Senior Audio Visual (AV) Technician

EOS•Boston, MA

10h•$38 - $53

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 op 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 Senior Audio Video Conferencing (AV/VC) Technician provides crucial technical support for video conferencing equipment and offers ongoing video conferencing technical support to our clients. This role involves resolving issues related to in-room technology, addressing AV/VC equipment failures, physical malfunctions, and software configurations. The Technician conducts root cause analyses to enhance processes and identify recurring issues, working towards improved service. The AV Technician also offers support and is responsible for commissioning retrofits and new builds.

Requirements

Familiarity with QSC, Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC-related hardware and signal flow
CTS Certification is required
Extensive experience with Microsoft Teams Rooms (MTRs) including troubleshooting and replacing components
Experience with Teams Admin Center and Pro Portal
Must be familiar with the Microsoft Call Quality Dashboard (CQD)
Demonstrated ability to work independently and responsibly in a fast-paced environment
Proficiency in both creative and methodical problem-solving approaches for technical issues
Knowledge of how to build AV racks to required AVIXA standards ensuring required airflow and layouts
Knowledge of all cabling used in the AV industry and experience terminating associated connector
Must be responsive, efficient, have excellent customer interaction skills, and exhibit a high level of professionalism
Good organization and time management skills with proven ability to manage multiple priorities
Good written and verbal communication skills
Willingness to adapt and integrate into the client's organizational culture
Capacity to work effectively both independently and as part of a collaborative team

Nice To Haves

Over 3 years’ experience in the AV/VC industry
OSHA 10/30/SST Certificate is highly desired

Responsibilities

Act as the primary on-site technician, equipped with the expertise to resolve 99% of room-related issues
Setup complex AV / VC systems in board rooms, conference rooms, and multifunction rooms
Serve as the main point of contact for users with VC-related issues, delivering excellent client-level support and aiming to de-escalate technical challenges
Interact with and support all end users, including senior level executives within the organization
Provide white-glove VC technical support to C-suite executives and high-level management
Execute break-fix tasks (user-reported incidents) within the stipulated SLA response window
Conduct maintenance and repair activities on all VC equipment to ensure a 99% uptime and address primary concerns
Maintain accurate documentation through proper tagging and data entry of tasks, projects, and requests
Establish strong cross-functional partnerships with local Helpdesk, Facilities, Events, Executive Support, and EA’s of high-profile personnel
Offer VC-focused support for significant events and contribute to root cause analyses of network-related call escalation issues
Proactively monitor local and global VC Endpoints and associated hardware
Assist, educate, and advise on signal flow and best practices for inspections
Initiate Cisco TAC cases and vendor RMA requests for equipment
Provide guidance and quality control to integrators based on installation standards
Collaborate with New Builds DPM’s to provision and deploy VC equipment in new office locations
Keep track of inventory for on-site supplies, consumables, and assets
Stay updated on industry-standard hardware and proprietary tools relevant to the field
Provide daily reporting to the Project Management team
Installing a wide variety of technology into clients existing and new build project sites
Knowledge of low voltage electrical concepts
Possess basic carpentry and/or installation skills
Proficient use and safety with power tools
May need to travel as needed to other sites for projects support and/or installs