AV Specialist

EOS IT Solutions; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A global technology and logistics firm in the Greater London area is seeking an AV Specialist to provide Tier 2 support for video conferencing systems. You will troubleshoot various in-room technology issues and enhance service delivery processes. The ideal candidate is self-motivated, knowledgeable in AV/VC hardware, and possesses strong customer service skills. This role is pivotal in ensuring client satisfaction and maintaining high uptime for AV systems during in-person and virtual events.

Qualifications

• Self-motivated and accountable in a fast-paced environment.
• Ability to think creatively and methodically when resolving issues.
• Willingness to learn and adapt to client culture.

Responsibilities

• Serve as primary on-site technician for AV/VC issues.
• Monitor and resolve video conferencing alerts.
• Provide strong client-level support with a focus on de-escalation.

Skills

AV/VC hardware knowledge

Signal flow expertise

Customer service skills

Conflict resolution

Tools

Cisco

Crestron

Extron

Shure

ClearOne

Job description

Who We Are
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 Specialist will provide Tier 2 support for video conferencing systems and deliver ongoing technical assistance to the client. This role focuses on troubleshooting and resolving issues related to in-room technology, including AV/VC equipment failures, physical malfunctions, and software configurations. The AV Specialist will also perform root cause analyses to identify trends and improve processes for enhanced service delivery.

Key Responsibilities

• Serve as the primary on-site technician, capable of resolving the vast majority of in-room AV/VC issues.
• Monitor and resolve automated video conferencing alerts for executive and specialty spaces (site-specific).
• Act as the escalation point for all AV/VC issues unresolved at Tier 1.
• Provide Tier 2 support for in-person, hybrid, and virtual events and webinars (Zoom).
• Assist with new builds, including design support, asset management, commissioning, and testing.
• Support AV events team with broadcast events, live productions, video switching, A1, streaming, and other event-related tasks.
• Act as the primary user-facing point of contact for all video conferencing issues.
• Deliver strong client-level support with a focus on de-escalating technical failures.
• Perform break/fix tasks within SLA response windows.
• Conduct maintenance and repairs on VC equipment to maintain 99% uptime.
• Maintain accurate tagging and data entry for all tasks, projects, and requests.
• Provide white-glove technical support for C-suite and senior leadership.
• Support high-profile events with VC expertise.
• Investigate and report root cause analyses for network-related call escalation issues.
• Actively monitor local and global VC endpoints and related hardware.
• Train and advise Tier 1 technicians on signal flow and inspection best practices.
• Initiate Cisco TAC cases and vendor RMAs for equipment.
• Advise and quality-check integrators to ensure compliance with client installation standards.
• Partner with OTD New Builds DPMs to provision and deploy VC and VIO equipment in new office locations.
• Track inventory of on-site supplies, consumables, and assets.
• Stay current with industry-standard hardware and client proprietary tools.

Essential Criteria

• Self-motivated and accountable in a fast-paced, independent environment.
• Ability to think creatively and methodically when resolving technical issues.
• Knowledge of AV/VC hardware and signal flow, including Cisco, Crestron, Extron, Shure, ClearOne, and related systems.
• Strong interpersonal, customer service, and conflict resolution skills.
• Willingness to learn and adapt to client culture.
• Ability to work independently and collaboratively within a team.
• Physical capability to lift heavy objects and perform integration/maintenance tasks.

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity employer. We welcome applicants regardless of gender, gender identity, age, race, religion, sexual orientation, disability, marital status, or other non-merit factors.