Lead AV Technician (Level 4)

OUR COMPANY:

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 services 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 an Audio Visual (AV) Tier 4 Technician to join our team. This individual will oversee the delivery of AV services across multiple offices, ensuring they meet service-level agreements (SLAs), KPIs, and quality standards. Acting as the highest escalation point within the AV support team, this role requires deep expertise in AV technology, global service coordination, and strong leadership in both technical and service management areas.

The successful candidate will not only resolve the most complex technical issues but also drive operational excellence, monitor performance metrics, lead root cause analyses (RCA), and implement preventative actions. They will ensure consistent, efficient operation of AV systems globally, coordinate with cross-functional and regional teams, and provide mentorship to other technicians.

*This role is primarily based in Oakland and may occasionally require travel to support other sites.

 

WHAT YOU WILL DO:

Service Delivery & Leadership:

• Oversee the end-to-end delivery of AV services globally, ensuring compliance with SLAs, KPIs, and customer expectations.
• Monitor and report on performance metrics (uptime, incident response, resolution times), driving service improvements.
• Coordinate with global/regional teams to ensure consistent AV service quality across multiple geographies.
• Manage escalations at the Tier 4 level, leading root cause analysis and implementing corrective/preventative actions.
• Drive continuous improvement through trend analysis, proactive incident prevention, and process optimization.
• Lead vendor management efforts, including contracted services, SLAs, RMAs, and escalations.
  
  

Technical Expertise & Operations:

• Serve as the final escalation point for advanced troubleshooting and complex AV system issues, including multi-technology integrations, signal paths, control systems, and AV-over-IP networks.
• Ensure the consistent and efficient operation of global AV platforms (video conferencing, digital signage, interactive displays, hybrid events).
• Provide oversight and validation for new AV deployments, ensuring compliance with technical and service standards.
• Support proof-of-concept testing and rollout of new AV technologies, platforms, and software solutions.
• Document configurations, processes, and troubleshooting steps, ensuring knowledge transfer across regions.
  
  

Training, Collaboration & Process:

• Provide advanced training and mentorship to Tier 1–3 technicians.
• Partner with workplace services, facilities, IT, events, and executive support to ensure seamless AV delivery.
• Contribute to and review SOPs, playbooks, and end-user documentation to improve efficiency and consistency.
• Engage with senior stakeholders and executive teams, delivering white-glove support and consultation on AV strategy.
  
  

KEY RESPONSIBILITIES:

• 5-8+ years of hands-on experience in AV systems and service delivery, with a proven track record at a senior or lead level.
• Strong knowledge of Google Meet, Logitech, QSys, Crestron, Shure, Yamaha, Blackmagic Design, and other AV/VC hardware, including tools and platforms to support each. (G-admin, Crestron Xio, Logisync, QSys Designer, etc.)
• Experience with platforms Jira, Kaltura, Appspace, Ooma, and other types of related platforms.
• Strong knowledge of AV-over-IP, networking principles, and cloud integrations.
• Demonstrated ability to manage complex, large-scale service operations (incident, problem and change management).
• Ability to manage vendor relationships, including initiating service requests and RMAs.
• Strong leadership, with the ability to motivate and mentor technical teams.
• Experience providing white-glove executive AV support.
• Excellent communication skills, with the ability to engage senior executives, clients, and technical staff alike.
• Familliarity with ITIL frameworks and service delivery methodologies
• Ability to balan