Enterprise Media Remote Support (EMRS) - AV Support Tech

Описание вакансии

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.

POSITION OVERVIEW:

The Enterprise Media Remote Support (EMRS) team at EOS is seeking a dedicated and proactive AV/Video Conferencing Support Technician. As part of a global team, you will be the first point of contact for both in-office and remote users experiencing issues with audio-visual (AV) and video conferencing environments. The EMRS team is the central knowledge hub for incident management, troubleshooting, and user experience enhancement across organization’s collaboration technologies. You will play a critical role in ensuring seamless communication and collaboration for employees worldwide by providing comprehensive support, managing incidents, and maintaining high standards for AV and video conferencing services.

WHAT YOU’LL DO:

• Monitor Feedback Groups: Actively track and respond to user feedback to identify trends and areas for improvement.
• Bugnub Triaging: Review, prioritize, and escalate technical issues reported through Bugnub.
• PL Alert Monitoring (SSA): Monitor platform alerts, create SEVs (Service Event Tickets), and ensure timely incident response.
• 3rd Party Administration: Manage third-party platforms, including adding users, creating support cases, and handling administrative tasks.
• Feature Testing (QA): Participate in quality assurance by testing new features and updates in AV and video conferencing systems.
• Documentation: Create, update, and maintain technical documentation and user guides to ensure information is current and accessible.
• SOP Creation: Develop and refine Standard Operating Procedures (SOPs) for video conferencing and related technologies.
• General User Support: Serve as the first point of contact for user inquiries, providing prompt and effective troubleshooting and support.

WHAT YOU NEED TO SUCCEED:

• Experience with AV and video conferencing technologies (Zoom, Teams, Webex, etc.)
• Strong troubleshooting and incident management skills
• Excellent written and verbal communication abilities
• Experience with documentation and SOP creation is a plus
• Ability to work collaboratively in a global, remote team environment

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.

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