AV/VC Escalations Technical Lead

OUR COMPANY:

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.

WHAT YOU WILL DO:  

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.

KEY 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.

ESSENTIAL CRITERIA:

• 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

The EOS pay range for this job is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, experience, education, knowledge, skills, and abilities, as well as internal equity, market data, or other laws. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We invite you to consider opportunities at EOS regardless of your gender; gender identity; gender reassignment; age; religious or similar philosophical belief; race; national origin; political opinion; sexual orientation; disability; marital or civil partnership status or other non-merit factor. 

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