Sr. Audio Visual Technician

WHO WE ARE:

EOS IT Solutions is a family run 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.

THE POSITION:

The Sr. AV Technician supports 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 conducting root cause analyses to improve processes and trend reoccurring issues to improve service. This position is additionally responsible for commissioning retrofits and new builds.    

RESPONSIBILITIES:

• Primary on-site technician with the knowledge and skillset to correctly identify and resolve AV related issues.
• Primary user-facing POC for all VC-related issues
• Work closely with Network and Systems Engineering team to improve overall network design, as it pertains to Voice/Video globally.
• Provide strong client-level support to users with a predisposition to de-escalate technical fails.
• Perform break-fix (user-reported incident) tasks within the target SLA response window.
• Perform maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues.
• Maintain accurate data entry of all tasks, projects, and requests performed.
• Form strong cross functional partnerships with local Helpdesk, Facilities, Network, Events, Executive Support, and EAs of high-profile staff.
• White glove VC technical support for C-suite and high-level management. Provide VC-focused support for high-profile events.
• Investigate and document root cause analysis of incidents.
• Identify and Trouble-shoot network-related incidents.
• Active monitoring of local and global VC Endpoints and related hardware
• Tracks inventory of on-site supplies, consumables, and assets
• Maintains up-to-date knowledge of relevant industry-standard hardware as well as proprietary tools.
• Ensures that standards can be applied globally with an eye on resilience, repeatability, and operational focus.
• Works with vendors, consultants, architects, integrators, and internal clients to understand requirements and drive new technological outcomes.

Meeting Technical Support

• Setup of approved systems
• Demonstrated knowledge of Cisco Webex operation
• Upload Crestron control programs to control processors and work with the remote program team on control system certification
• In-depth knowledge of Extron NAV AV over IP Systems and routing
• In-depth knowledge of Crestron OneBeyond camera systems
• Ability to use video mixers and PTZ camera controllers
• Audio Visual setup and teardown
• Video Conferencing solutions
• Monitoring the status of the meetings
• Assisting with any technical escalations that arise during the meetings
• Provide proactive maintenance to all in scope conference rooms and private offices, as required.

Event Support 

• Site identification and setup
• Equipment testing and sign off
• Event kick-off
• Training where required
• Management of the event
• Event Teardown
• Any associated follow up items that might be required

Break/Fix Activities

• Work closely with IT operations team responsible for providing first and second level IT support
• Ticket management for incoming or ongoing incidents
• Troubleshooting AV/VC equipment in all relevant locations
• Escalate in accordance with procedures
• Assist with any root cause analysis procedures
• Participate in problem management activities
• Support approved changes, as required

Design Support

• Assisting with design related input. This input could be in the form of information around the operation of the existing environment, product recommendations, testing, or site-specific needs

Asset Management

• Assist Asset Management programs by helping to track newly commissioned and decommissioned equipment.

EXPERIENCE REQUIREMENT:

• 5 to 7 years of AV experience in a corporate enterprise setting
• Demonstrates knowledge of a wide range of AV & Broadcast products in Control Systems, DSPs, Video Routing, Networking, Zoom & other UC platforms.
• Possesses In-depth knowledge of the latest Multimedia AV & Broadcast technologies with awareness of industry trends and roadmaps.
• Hands on experience of audio & video formats and protocols, including compressed and uncompressed formats and transports, i.e. HDMI, SDI, IPMX, NDI, ST-2110, NVX, AES67, Dante, etc.
• Understands and demonstrates practical skills of requirements for media on the network, AVoIP including VLAN’s, VXLAN’s, Multicast, QOS, PTP, clocking, latency, SDN, bandwidth management, etc.
• Implements, configures, and evaluates a wide array of AV products, document findings, and develop best practices and operating procedures.
• Demonstrates knowledge of video production & audio technologies used for live events, systems, and studios.
• Designs and integrates mixed Broadcast and Pro AV environments.
• Demonstrated ability to work independently and responsibly.
• Proficiency in both creative and methodical technical problem-solving
• 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.

Preferred qualifications, capabilities, and skills

• Convergence, with an emphasis on media networks for live audio, video, data, and control
• Strong experience with system architecture design, large scale deployments, and project management
• CTS or CTS-D, and other AV industry certifications