AV Support Field Technician - Tier II - job 2 of 2

As an AV Support Field Technician - Tier II at EOS IT Solutions, your main responsibilities will revolve around providing Tier 2 video conferencing technical support. You'll troubleshoot and resolve issues related to AV/VC equipment, conduct room audits, perform preventative maintenance, and work closely with local help desks to ensure top-notch service. Your role will often require you to de-escalate technical failures and provide white glove support for C-suite executives.

To become an AV Support Field Technician - Tier II at EOS IT Solutions, candidates should have proven experience in audio-visual troubleshooting, maintenance, and signal flow. Familiarity with hardware such as Cisco, Crestron, and Extron is essential, alongside strong customer service and critical thinking skills. Being adaptable and having the ability to work independently in a fast-paced environment is also necessary for success in this role.

Yes, the AV Support Field Technician - Tier II position at EOS IT Solutions may require up to 50% travel to customer sites. This travel allows you to work directly with clients, ensuring that AV/VC equipment is functioning optimally and providing solutions as needed.

Essential skills for the AV Support Field Technician - Tier II role at EOS IT Solutions include a deep understanding of AV/VC technology, strong problem-solving abilities, excellent customer service skills, and a self-motivated attitude. Being able to think creatively and methodically when tackling technical issues is key, as is the ability to work both independently and as part of a team.

AV Support Field Technicians at EOS IT Solutions can expect a dynamic and flexible work environment that encourages independence and collaboration. The company values diversity and inclusion, providing a supportive culture for all employees. The role will require adaptability to different client cultures and an eagerness to learn about emerging technologies.

In answering this question, focus on specific examples of past situations where you successfully diagnosed and resolved AV/VC issues. Highlight the types of equipment you worked with and the approaches you took to resolve problems quickly and efficiently, demonstrating your technical knowledge and customer service skills.

For this question, emphasize the importance of maintaining professionalism under pressure. Explain your approach to quickly assess the issue, communicate clearly with the executive, and resolve the problem while minimizing disruption to the meeting. This underscores your conflict resolution and customer service abilities.

Be honest about your experience and highlight the specific AV technologies you've worked with, such as Cisco, Crestron, or Extron. Discuss your ability to adapt to new technologies, emphasizing your willingness to learn and apply industry standards effectively.

In your answer, provide a detailed example of a recurring issue you faced. Discuss the root cause analysis you conducted, the steps you took to resolve it, and how your solution led to an improvement in processes or reduced future occurrences, showcasing your analytical and problem-solving skills.

Approach this question by discussing your time management and organizational skills. Explain how you would assess the severity of each request, utilize deadlines and importance to prioritize effectively, and ensure that you maintain a high level of service across all requests.

Describe your communication approach, emphasizing clarity and empathy. Discuss your strategies for explaining technical concepts to clients in layman's terms and ensuring they feel supported throughout the resolution process.

Highlighting your understanding of preventative maintenance, explain how it helps prevent future technical issues, enhances equipment longevity, and boosts user satisfaction. Provide examples of preventative measures you've implemented in previous roles that led to successful outcomes.

Discuss the resources you use to keep up-to-date with AV technology, such as industry publications, online courses, or professional organizations. Mention any specific trends you follow and how you have implemented new technologies in your work.

Employ an empathetic approach, discussing the importance of listening to the client's concerns, validating their feelings, and providing timely and effective solutions. Emphasize your skills in de-escalation and how they can help create a more positive client interaction.

Talk about the collaborative environment within EOS IT Solutions and how teamwork enhances service delivery. Discuss your experience working with diverse teams and how you believe successful partnerships contribute to the overall success of client support.