Senior AV/VC Escalations Lead

EOS; New York (NY); On-site; USD 78,000 - 85,000; Full time

Job summary

EOS IT Solutions is seeking an AV Escalations Technical Lead to supervise on-site delivery of video conferencing and AV/VC support across the NORAM region. The role combines hands-on troubleshooting with regional supervision of Tier 2 technicians.

You will act as the primary escalation point, ensure 99% uptime, coordinate with vendors, and mentor junior staff while planning proactive service delivery for high-profile events and executive stakeholders. Travel to spoke sites required.

Qualifications

• Excellent interpersonal, customer service and conflict resolution skills.
• Professional written and verbal communication with executive stakeholders.
• Strong understanding of the nuances and responsibilities of providing a managed service.
• A continuous improvement mindset.
• Ability to be self‑motivated and accountable in a fast‑pace, independent environment.
• Ability to think creatively as well as methodically regarding technical issues.
• Willingness to learn and adapt to client culture.
• Ability to work both independently as well as collaborate with multiple teams.
• Ability to coach and mentor others.
• Ability to handle physical tasks such as lifting large/heavy objects and physical integration/maintenance work.
• Knowledge of Cisco, and other AV/VC related hardware and signal flow.

Responsibilities

• Supervisory responsibilities for AV I and AV II techs in region some of whom may be remote
• Primary on-site technician with the knowledge and skillset to fix 99% of issues in rooms
• Act as primary point of escalation for service vertical assigned by Ops Management/SDM
• Primary user facing POC for all VC related issues
• Provide strong client level support to users, with a predisposition to de‑escalate technical fails
• Responsible for quality and process of work done by Tier 2 Techs
• Trend analysis of escalations of video conferencing opportunities
• Proactive planning of service delivery in partnership with Stakeholders
• Ensure daily & monthly maintenance of hardware and software is being performed
• Escalate network problems impacting one or many internal platform activities to appropriate teams where needed
• Manage and elevate all personnel issues to Ops Management/SDM
• Perform break fix (user reported incident) tasks within target SLA response window
• Perform maintenance and repair tasks on all VC gear to maintain 99% uptime and address all primary issues
• Maintain accurate tagging and data entry of all tasks, projects, and requests performed
• Form strong XFN partnerships with local Helpdesk, Facilities, Events, Executive Support, and EA’s of high-profile staff.
• White glove VC technical support for C‑suite and high‑level management
• Provide VC focused support for high profile events
• RCA reported network related call escalation issues
• Active monitoring of local and global VC Endpoints and related hardware
• Assist, train, mentor and coach Tier 2 technicians of signal flow and inspections best practices
• Initiate Cisco TAC cases and vendor RMA’s for equipment
• Advise and QC integrators of FB installation standards
• Partner with OTD New Builds DPM’s to provision and deploy all VC and VIO related equipment in new office locations
• Track inventory of on‑site supplies, consumables, and assets
• Maintain up to date knowledge of relevant industry standard hardware as well as FB proprietary tools
• Required Travel to spoke sites to maintain break/fix and client relations in the greater NORAM region, including Canada.

Skills

Customer service

Communication

Managed service understanding

Self-motivation

Problem solving

Mentoring/coaching

Team collaboration

Physical task handling

Travel readiness

Cisco knowledge

Tools

Cisco equipment

FB proprietary tools

Job description

EOS IT Solutions is seeking an AV Escalations Technical Lead to supervise on-site delivery of video conferencing and AV/VC support across the NORAM region. The role combines hands-on troubleshooting with regional supervision of Tier 2 technicians.

You will act as the primary escalation point, ensure 99% uptime, coordinate with vendors, and mentor junior staff while planning proactive service delivery for high-profile events and executive stakeholders. Travel to spoke sites required.