At a glance
- Workplace
- Remote
- Location
- Menlo Park
About the role
- EOS IT Solutions is seeking an Exec Lead Technician to provide white-glove AV/VC support for C-suite, VPs, and high-level management.
- The role involves acting as the primary user-facing point of contact and escalation point for all video conferencing and event support issues.
- This position also includes supervising, training, mentoring, and coaching regional AV technicians while driving continuous improvement.
Responsibilities
- Act as the primary user-facing point of contact and escalation point for all video conferencing and event support issues.
- Perform break-fix tasks within target SLA response windows.
- Resolve in-room AV issues.
- Ensure daily and monthly hardware/software maintenance is completed within SLA.
- Actively monitor local and global VC endpoints and related hardware.
- Perform root cause analysis on reported incidents and escalate network-related call issues.
- Deliver white-glove AV/VC support for C-suite, VPs, and high-level management, including dedicated support for high-profile events.
- Conduct trend analysis on escalations and recurring issues to proactively improve service quality and implement preventive solutions.
- Supervise, train, mentor, and coach regional AV technicians (including remote staff) and maintain quality standards.
- Form strong cross-functional partnerships with Helpdesk, Facilities, Events, Executive Support, and EAs.
Skills
- AV/VC Support
- Video Conferencing
- Break-Fix
- Hardware/Software Maintenance
- Root Cause Analysis
