Senior AV Specialist

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 Team Lead is responsible for leading the Audio-Visual team, ensuring timely and effective resolution of technical issues related to video conferencing and in-room technology. This role involves mentoring technicians, managing the incident ticketing system, developing support processes, and serving as the primary escalation point for complex technical and critical incidents.

KEY RESPONSIBILITIES:

• Mentor the AV team, including scheduling, and training.
• Oversee and manage the ticketing system, ensuring all incidents and service requests are logged, prioritized, and resolved within established Service Level Agreements (SLAs).
• Serve as the escalation point for complex technical issues and manage critical incidents.
• Develop, document, and maintain AV support processes, policies, and knowledge base articles to improve efficiency and first-contact resolution rates.
• Monitor and report on AV performance metrics, analyze trends, and implement continuous improvements to service delivery.
• Manage hardware and software inventory
• Coordinate with other teams (e.g., Network Operations, Systems Engineering) to ensure seamless support.
• Assist with onboarding of new employees, including access, trainings, and laptop setup.

ESSENTIAL CRITERIA:

• Ability to be self-motivated and accountable in a fast-paced, independent environment.
• Ability to think creatively as well as methodically regarding technical issues.
• Knowledge of Cisco, Crestron, Extron, Shure, Clearone, and other AV/VC related hardware and signal flow.
• 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.

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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