Audio Visual Maintenance Tier 2 Technician

3 months ago

Mumbai, India EOS IT Solutions Full time

**WHO WE ARE**:
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.

**POSITION OVERVIEW**:
The AV Technician II supports Tier 2 video conferencing equipment and provides ongoing Video Conferencing Technical Support to the client. This position is responsible for resolving issues related to in-room technology; AV/VC equipment failure, physical malfunction and software configurations and conduct root cause analyses to improve processes and trend reoccurring issues to improve service. The AV Technician II provides Level-2 support.

**WHAT YOU’LL DO**:

- Primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms
- Primary user-facing POC for all AV/VC related issues
- Provide strong client level support to users, with a predisposition to de-escalate technical fails
- 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 partnerships with local Helpdesk, Facilities, Events, Executive Support, and EA’s of high profile staff.
- RCA reported network related call escalation issues
- Maintain up to date knowledge of relevant industry standard hardware as well as client proprietary tools

**WHAT YOU NEED TO SUCCEED**:

- Ability to be self-motivated and accountable in a fast-pace, independent environment
- Ability to think creatively as well as methodically regarding technical issues
- Experience with Video Conferencing Technologies in a conference room environment
- Knowledge of Zoom, Webex, and other conferencing solutions
- Knowledge of Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow is helpful
- Strong interpersonal, customer service, and conflict resolution skills
- Willingness to learn and adapt to client culture
- Ability to work both independently as well as with a team
- Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work

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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