Smarthands Technician

 

POSITION OVERVIEW: 

We are seeking a highly motivated and tech-savvy individual to join our team as a Multi-Disciplined Support Agent. This role combines responsibilities across three key areas: Audio/Visual (AV) conference room support, Level 1 network infrastructure support, and Tier 1 service desk operations. You will play a critical role in ensuring seamless operation and resolving issues related to these diverse areas. 

 

WHAT YOU’LL DO: 

 

Tier 1 Service Desk 

• Serve as the first point of contact for employee technical issues 
• Diagnose and resolve common user problems related to software, hardware, and network access. 
• Log, track, and escalate unresolved issues to appropriate teams. 
• Provide clear and concise communication and technical assistance to internal users. 

 

AV Conference Room Support 

• Troubleshoot and resolve audio, visual, and connectivity issues within conference rooms. 
• Assist employees with using AV equipment and ensure proper setup for meetings. 
• Maintain inventory of AV equipment and report any missing or malfunctioning items. 
• Maintain continuous process improvement to provide the highest quality products and services which meet the needs and requirements of internal and external customers. 

 

Level 1 Network Infrastructure Support 

• Diagnose and troubleshoot basic network connectivity issues (e.g., wired and wireless). 
• Onsite Smarthands for Network operations team 
• Escalate complex network issues to Level 2 support personnel. 

 

WHAT YOU’LL NEED TO SUCCEED: 

• Ability to work individually and within a team. 
• Undergraduate degree in a technical field. 
• 1+ years of experience as an IT Support Engineer, Analyst, or Administrator. 
• Demonstrable knowledge of the following: Networking, WiFi, Mac OS, Cisco, Linux, Windows is essential. 
• Experience in ticket management and triage support. 
• Experience with Jira Service Management (JSM) and working to SLAs. 
• Strong understanding of basic IT concepts and troubleshooting methodologies. 
• Excellent communication and interpersonal skills, with the ability to handle multiple tasks simultaneously. 
• Ability to work independently and as part of a team. 
• Excellent customer service orientation and a passion for helping others. 

 

PREFERRED EXPERIENCE: 

• Familiarity with AV equipment, networking fundamentals, and basic troubleshooting techniques is preferred. 

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 reassignme