5+ years of experience in AV/VC technical support and troubleshooting.
Strong understanding of video conferencing technologies and equipment.
Proven ability to perform root cause analysis and implement solutions.
Experience in providing high-level executive support, particularly for C-suite and senior management.
Excellent communication and interpersonal skills for cross-functional collaboration.
Responsibilities
Provide technical support and troubleshooting for video conferencing and event issues.
Act as the primary contact for user-facing escalations related to AV/VC.
Perform break-fix tasks within established SLA response times.
Resolve in-room AV issues efficiently and effectively.
Monitor local and global VC endpoints and ensure hardware/software maintenance is completed on schedule.
Conduct trend analysis on escalations to improve service quality and document best practices.
Supervise and mentor regional AV technicians, ensuring quality standards are met.
Benefits
Opportunity for professional development and training.
Collaborative work environment with cross-functional teams.
Exposure to high-profile events and executive-level support.
Potential for career advancement within the organization.
Full Job Description
Key Responsibilities:
Technical Support & Troubleshooting
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.
Capable of resolving 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 issue
Executive & Event Support Deliver
White-glove AV/VC support for C-suite, VPs, and high-level management.
Provide dedicated AV/VC support for high-profile events.
Analysis & Continuous Improvement
Conduct trend analysis on escalations and recurring issues to proactively improve service quality.
Perform root cause analysis and implement preventive solutions.
Document solutions and best practices to enhance team knowledge and efficiency.
Plan service delivery proactively in partnership with stakeholders.
Team Leadership & Collaboration
Supervise, train, mentor, and coach regional AV technicians (including remote staff).
Maintain quality standards for all work performed by AV technicians.
Ensure accurate ticket administration across the reporting team.
Form strong cross-functional partnerships with Helpdesk, Facilities, Events, Executive Support, and EAs.
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.
