CST - VC Technician

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 CST-VC Technician (Collaboration Solutions Team - Video Conferencing) – plays a critical role in supporting and maintaining video conferencing systems for our clients. The CST-VC Technician is responsible for delivering high-quality technical support, troubleshooting, and resolving issues related to in-room AV/VC (Audio Visual/Video Conferencing) technology, including equipment failures, physical malfunctions, and software configuration problems.

• Primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms

• Primary user-facing POC for all 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 XFN partnerships with local Helpdesk, Facilities, and Events

• Provide VC focused support for users of all levels

• RCA reported network related call escalation issues

• Active monitoring of local and global VC Endpoints and related hardware

• Initiate Cisco TAC cases and vendor RMA’s for equipment

• Advise and QC integrators of client 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 client proprietary tools

KEY RESPONSIBILITIES:

• Provide ongoing technical support for video conferencing equipment and in-room AV technology.

• Diagnose and resolve hardware and software issues, ensuring minimal downtime for end users.

• Perform root cause analysis to identify recurring problems and implement solutions to prevent future incidents.

• Analyze trends in AV/VC issues to proactively improve service quality and operational processes.

• Document solutions and best practices to enhance team knowledge and efficiency.

• Participate in the commissioning of AV systems for both retrofits and new builds.

• Ensure all installations meet company standards and client requirements.

Additional Duties:

• Collaborate with cross-functional teams to deliver seamless AV experiences.

• Maintain accurate records of maintenance activities and service requests.

Ideal Candidate:

• Strong technical background in AV/VC systems.

• Excellent problem-solving and communication skills.

• Highly proficient with a wide range of AV technologies.

ESSENTIAL CRITERIA:

• Ability to be self-motivated and accountable in a fast-pace, 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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