Job Description
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:
We are seeking a highly motivated and tech-savvy individual to join our team as a Multi-Disciplined Support Agent. This role combines responsibilities across three key areas: Audio/Visual (AV) conference room support, Level 1 network infrastructure support, and Tier 1 service desk operations. You will play a critical role in ensuring seamless operation and resolving issues related to these diverse areas as well as ensuring good team structure and coaching. You will be managing a small team within IT Support. The ideal candidate for this role will be a strong self starter and a very good people person with proven and demonstratable experience of coaching, monitoring and motivating a team.
WHAT YOU'LL DO:
Tier 1 Service Desk
- Serve as the first point of contact for employee technical issues
- Diagnose and resolve common user problems related to software, hardware, and network access.
- Log, track, and escalate unresolved issues to appropriate teams.
- Provide clear and concise communication and technical assistance to internal users.
AV Conference Room Support
- Troubleshoot and resolve audio, visual, and connectivity issues within conference rooms.
- Assist employees with using AV equipment and ensure proper setup for meetings.
- Maintain inventory of AV equipment and report any missing or malfunctioning items.
- Maintain continuous process improvement to provide the highest quality products and services which meet the needs and requirements of internal and external customers.
Level 1 Network Infrastructure Support
- Diagnose and troubleshoot basic network connectivity issues (e.g., wired and wireless).
- Onsite Smarthands for Network operations team
- Escalate complex network issues to Level 2 support personnel.
WHAT YOU'LL NEED TO SUCCEED:
- 3+ years people leadership experience in a Service Desk or IT Support role.
- Previous experience in a customer facing IT environment.
- Strong customer focus
- Technical understanding of the following: Networking, WiFi, Mac OS, Cisco, Linux, Windows and Audio visual set up and support.
- Strong understanding of service desk concepts and incident management process.
- Pro-active, service-oriented mindset and a strong focus on the quality of work
- People orientated individual who can motivate others to thrive in a global team environment and contribute positively to a dynamic work environment.
PREFERRED EXPERIENCE:
Familiarity with AV equipment, networking fundamentals, and basic troubleshooting techniques is preferred.
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