Audio Visual (AV) Break-Fix Technician - Tier 2

As an Audio Visual (AV) Break-Fix Technician - Tier 2 at EOS IT Solutions, your main responsibilities include resolving AV/VC equipment failures, conducting root cause analyses, providing ongoing technical support, and ensuring optimal performance of video conferencing systems. You will also monitor automated alerts, assist with event support, and maintain detailed logs of tasks and inventory.

To qualify for the AV Break-Fix Technician - Tier 2 position at EOS IT Solutions, you should have strong knowledge of AV/VC hardware from brands such as Cisco and Crestron, excellent problem-solving skills, and the ability to work both independently and as part of a team. Experience with technical support roles and strong customer service skills are also essential.

In the Audio Visual (AV) Break-Fix Technician - Tier 2 role at EOS IT Solutions, you will handle more complex issues escalated from Tier 1 support. While Tier 1 focuses on basic troubleshooting, your position will require deeper technical knowledge and the ability to resolve intricate system failures and malfunctions adequately.

The work environment at EOS IT Solutions is dynamic and fast-paced, allowing AV Break-Fix Technicians - Tier 2 to engage with cutting-edge technology and participate in a variety of projects. You'll work on-site in executive and specialty spaces, attend events, and collaborate closely with other technicians and clients, ensuring a collaborative and supportive atmosphere.

As an AV Break-Fix Technician - Tier 2 at EOS IT Solutions, you should be familiar with a variety of AV/VC hardware and software systems, including Cisco, Crestron, and Extron. Additionally, understanding software tools for monitoring systems and inventory management will assist you in maintaining efficiency and delivering exceptional service.

When answering this question, describe the specific problem, the steps you took to diagnose and fix it, and the outcome of your actions. Highlight your technical skills and customer service approach, making sure to connect it back to your experience as an AV Break-Fix Technician.

Outline the systematic approach you take when investigating the cause of equipment failures, including collecting data, performing tests, and evaluating results. Demonstrating your methodical thinking will illustrate your problem-solving capabilities.

Speak about specific hardware like Cisco or Crestron systems, detailing your experience in troubleshooting, maintenance, or configuration. Providing concrete examples can showcase your expertise and adaptability in the field.

Effective communication is key. Discuss your approach to explain complex technical issues in simple terms, reassuring clients throughout the troubleshooting process, and listening actively to their needs that helps in de-escalating tense situations.

Express your belief that customer service is paramount in any tech role. Use examples of how good customer service can improve client relationships and satisfaction, which in turn enhances your team's reputation and success.

Share your experience of mentoring a technician or colleague. Highlight your teaching methods, the subjects covered, and the positive outcome, showcasing your communication skills and leadership potential.

Mention the resources you use to stay updated, such as industry blogs, seminars, webinars, and professional networks. This demonstrates your commitment to continuous learning and professional development.

Discuss your strategy for prioritizing tasks based on urgency, impact, and client needs. This will showcase your organizational skills and your ability to handle a busy workload in a professional manner.

Reflect on qualities such as technical expertise, problem-solving, adaptability, and strong communication skills. Providing a rationale for each quality will demonstrate your understanding of what it takes to succeed in the role.

Explain your approach to conflict resolution. Share how you listen to the client’s concerns, empathize with their situation, and work collaboratively to find a better solution. Showcasing diplomacy and customer service skill is key here.