Exec Lead Technician

eositsolutions; Menlo Park (CA); Sur place; USD 110 000 - 150 000; Plein temps

Résumé du poste

EOS IT Solutions is a Global Technology and Logistics company providing Collaboration and Business IT Support services. This role focuses on video conferencing and event support, incident resolution, and ongoing service improvement across regional AV teams.

You will act as the primary contact for VC issues, perform root-cause analyses, and deliver white-glove support for executive events. You will supervise AV technicians, maintain SLA adherence, and collaborate with Helpdesk, Facilities,

Qualifications

• Experience providing video conferencing and event support.
• Strong troubleshooting and incident response skills.
• Ability to perform root cause analysis and implement preventive actions.
• Experience supervising and coaching AV technicians.

Responsabilités

• Act as the primary user-facing contact for VC/AV support and escalation.
• Perform break-fix tasks within SLA windows and resolve in-room issues.
• Provide white-glove AV/VC support for C-suite and high-profile events.
• Lead trend analyses to improve service quality and plan proactive delivery.
• Supervise and mentor regional AV technicians; ensure ticket accuracy.

Connaissances

Video conferencing

Troubleshooting

Root cause analysis

Executive & event support

Mentoring / team leadership

Description du poste

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.

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 elevate network-related call issue.

Executive & Event Support Delivery

• 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.

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.