Exec Lead Technician

EOS IT Solutions; Menlo Park (CA); On-site; USD 100,000 - 130,000; Full time

Job summary

EOS IT Solutions in Menlo Park, CA, seeks an experienced AV/VC support lead to manage technical support, troubleshooting, and high-level event coverage. The role oversees regional AV technicians, ensuring service excellence and SLA adherence while coordinating with Helpdesk, Facilities, and Events teams.

The position emphasizes white-glove support for executives and major events, plus ongoing analysis to improve service quality and prevent repeat incidents.

Qualifications

• 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.

Responsibilities

• Technical Support & Troubleshooting with video conferencing and event support issues.
• Executive & Event Support Deliver for C-suite and high-level events.
• Analysis & Continuous Improvement through trend analysis and preventive solutions.
• Team Leadership & Collaboration with cross-functional partners (Helpdesk, Facilities, Events, Executive Support, EAs).

Job description

OUR COMPANY: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.

OUR COMPANY: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 escalation 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.

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.