AV Support Engineer

Overview

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 Support Engineer is responsible for delivering advanced technical support for video conferencing systems and in-room AV technology. This role provides Level 2 support, handling escalations that go beyond frontline assistance and ensuring rapid resolution of complex technical issues. Key responsibilities include:

• Diagnosing and resolving problems related to AV/VC equipment failures, hardware malfunctions, and software configuration issues.
• Performing root cause analysis (RCA) to identify trends and recommend improvements that enhance service reliability and user experience.
• Supporting a wide range of clients, requiring excellent troubleshooting skills and the ability to communicate clearly with both technical and non-technical stakeholders.
• Taking a proactive approach to issue prevention and service optimization.
• Traveling to customer sites in the EMEA region.

Key Responsibilities

• Diagnose and resolve in-room AV/VC issues with a resolution success rate of up to 99%.
• Configure AV endpoints and infrastructure to meet enterprise standards and ensure seamless operation.
• Conduct detailed room audits to validate system readiness and optimize performance.
• Perform preventative maintenance to reduce system failures and ensure technology is consistently meeting user needs.
• Identify, document, and resolve failed or defective equipment, recommending long-term solutions where necessary.
• Execute User Acceptance Testing (UAT) on-site to ensure successful system deployment and functionality.
• Install and configure software upgrades to maintain current system integrity and performance.
• Deliver exceptional client support with a focus on incident de-escalation and user satisfaction.
• Perform break-fix tasks in alignment with SLA timeframes and business impact priorities.
• Build strong partnerships with local IT help desks, facilities, events teams, executive assistants, and other key stakeholders.
• Provide white-glove technical support for C-level executives and senior leadership.
• Support high-profile video conferencing events, particularly those requiring rapid escalation of network or AV issues.
• Stay up to date with current industry-standard AV hardware, software, and internal proprietary tools.

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.
• Technical skills must include knowledge of Cisco, Crestron, Extron, Biamp, Shure, Clearone, QSC and other AV/VC related hardware and signal flow.
• Must be able to read and understand plans to ensure everything is done correctly and then do any additional configuration that is required.
• 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.
• Must have critical thinking and problem-solving ability.
• Be flexible and adaptable to change and hours of work, to meet the needs of the customer.
• Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work.

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 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.