AV Break-Fix Technician

OUR COMPANY:

EOS IT Solutions is a family run Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders. We take pride in delivering forward-thinking solutions based on multi-domain architecture and maintaining top business priorities in customer satisfaction and superior quality of service.

We are a truly International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

WHAT YOU WILL DO:

The AV Support Engineer serves as the technical lead for audiovisual support operations and is responsible for the overall reliability, performance, and continuous improvement of AV systems within the client environment. This role exercises independent judgment in evaluating technical issues, establishing support standards, determining resolution strategies, and driving operational improvements. The AV Support Engineer acts as the primary escalation point for complex AV incidents, provides technical leadership for break/fix operations, manages external service providers and vendor relationships, and develops support strategies to ensure consistent service delivery and customer satisfaction.

Key Responsibilities

KEY RESPONSIBILITIES:

Technical Leadership & Operational Ownership

• Establish, implement, and maintain technical standards, workflows, and best practices for AV support and break/fix operations.
• Serve as the primary technical escalation point for complex AV issues and determine appropriate resolution strategies.
• Exercise independent judgment in diagnosing root causes and determining corrective actions for critical incidents.
• Develop and continuously improve operational processes to enhance system reliability, service quality, and support efficiency.
• Provide technical leadership and guidance to technicians and support personnel supporting the client environment.

Strategy & Client Partnership

• Develop and maintain AV support strategies that align with client operational requirements and business objectives.
• Evaluate existing AV environments and recommend improvements, upgrades, and lifecycle planning initiatives.
• Provide recommendations regarding equipment selection, system architecture, technology standards, and supportability considerations.
• Consult with client stakeholders regarding operational challenges, technical risks, and remediation plans.

Vendor & Service Provider Management

• Manage vendor relationships associated with AV support, maintenance, warranty services, and repair activities.
• Oversee RMA processes, service escalations, and equipment replacement activities.
• Coordinate with manufacturers and service providers to ensure timely issue resolution and service delivery.
• Evaluate vendor performance and recommend process improvements where appropriate.

Project Leadership

• Lead AV support-related projects, including technology refreshes, infrastructure improvements, asset replacement initiatives, and operational efficiency programs.
• Establish project priorities, timelines, and implementation plans.
• Develop and maintain operational documentation, procedures, standards, and knowledge resources.
• Coordinate cross-functional activities to ensure successful project execution.

Performance & Continuous Improvement

• Analyze incident trends, recurring failures, and operational data to identify opportunities for improvement.
• Develop recommendations and action plans to improve service delivery and system reliability.
• Monitor support performance and implement corrective actions where necessary.
• Drive continuous improvement initiatives across AV support operations.

Decision-Making Authority

• This position is expected to exercise significant independent judgment and discretion in:
• Determining technical support standards and operational processes.
• Resolving complex escalated technical issues.
• Making recommendations regarding AV technology solutions and architecture.
• Managing vendor interactions and service escalations.
• Prioritizing support activities and operational initiatives.
• Identifying and implementing process improvements and service enhancements.

ESSENTIAL CRITERIA:

• Extensive experience supporting enterprise AV environments.
• Demonstrated ability to lead technical operations and complex problem resolution.
• Experience managing third-party vendors and service relationships.
• Strong project leadership and documentation skills.
• Ability to make independent technical and operational decisions with limited supervision.
• Strong communication and stakeholder management capabilities.

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.

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Pay Range

$80,000—$115,000 USD