AV Technician Tier 3

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 services 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

We are seeking an Audio Visual (AV) Tier 3 Technician to join our team. This successful candidate will serve as a key escalation point for the AV support team and will be responsible for maintaining, troubleshooting, and optimising AV systems across multiple office locations. This role involves proactive monitoring, break/fix support, vendor coordination, and user training. Additionally, the technician will play a role in event production, ensuring seamless AV experiences for in-person, virtual, and hybrid events. This individual will contribute to the team’s technical growth, driving high standards and continuous improvement.

This opportunity is well-suited for a highly skilled AV technician looking to take on increased responsibility and leadership. The ideal candidate will not only be proficient in technical troubleshooting but also excel in collaboration, training, and proactive AV system management. They should be familiar with working efficiently within a ticketing system, demonstrate strong ticket hygiene, and respond promptly to requests, ensuring clear communication and a high standard of service delivery.

**This role is primarily based in Oakland but requires regular travel to the San Francisco office.

WHAT YOU’LL DO

AV Support & Maintenance:

• Serve as the primary escalation point for other team members, providing advanced troubleshooting and guidance on complex AV issues.


• Regularly monitor and inspect deployed AV equipment to ensure functionality and reliability.


• Provide incident response for AV-related tickets via the client’s ticketing/support systems.


• Perform break/fix services on AV equipment, escalating to external vendors when necessary.


• Support cloud-based platform services 


• Maintenance support and configuration of deployed office phones.


• Support for Digital Signage Hardware.


• Coordinate with vendor partners for service visits, installations, repairs, and equipment replacements.


• Accept and validate newly installed AV equipment to ensure compliance with the client’s standards.


• Document status of any issues, providing regular updates to the client, team and end users as appropriate.

User Support & Training:

• Support users in effectively utilising AV equipment, offering training and best-practice guidance.


• Provide troubleshooting and diagnostics for AV tools, platforms, and hardware.


• Assist in drafting SOPs, end-user guides, and best practices for AV usage and maintenance.

Event Support & Production:

• Provide end-to-end AV support for virtual, hybrid, and on-site live events.


• Arrange ad hoc staffing for events when required.


• Offer basic post-production services as needed.

Collaboration & Process Improvement:

• Foster seamless cross-functional partnerships with workplace services, facilities, events management, IT, and other teams.


• Develop, contribute to and review Standard Operating Procedures (SOPs) as needed.

Additional Support Areas:

• Support and maintain cloud-based AV services managed by the client’s AV team.


• Provide maintenance support and configuration for deployed office phones.


• Assist with digital signage hardware support.

ESSENTIAL CRITERIA:

• Extensive hands-on experience in troubleshooting and maintaining AV systems.


• Ability to serve as an escalation point and resolve 99% of AV issues independently.


• Solid understanding of AV networking, including basic network principles and Dante, with demonstrable experience managing AV devices on a network.


• Strong knowledge of Google Meet, Logitech, QSys, Bi Amp, Crestron, Shure, Yamaha, Blackmagic Design, and other AV/VC hardware, including tools and platforms to support each. (G-admin, Crestron Xio, Logisync, QSys Designer, etc.)


• Experience with platforms Jira, Kaltura, YouTube, Appspace, Ooma, and other types of related platforms.


• Experience providing white-glove AV support for executive teams and high-profile users.


• Ability to manage vendor relationships, including initiating service requests and RMAs.


• Strong communication and interpersonal skills with a customer-service-oriented approach.


• Ability to work both independently and collaboratively in a fast-paced environment.


• Comfortable performing physical tasks such as lifting heavy equipment and performing maintenance work.


• Experience in event production, including hybrid and virtual event support, is a plus.


• Certifications in the below a plus:
  
  
  
  • CTS & CTS-I
  
  
  • Dante Level 1-3
  
  
  • QSys Level 1 & 2
  
  
  • Crestron DMC-E-4K or Crestron DM NVX
  
  
  
  

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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