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EOS IT Solutions · 2 days ago

Lead AV Technician

San Francisco, California

Full-time

Onsite

Senior Level, Lead/Staff

5+ years exp

EOS IT Solutions is a Global Technology and Logistics company providing Collaboration and Business IT Support services. They are seeking a Lead AV Technician to oversee the delivery of AV services globally, ensuring compliance with service-level agreements and quality standards while providing technical expertise and mentorship to other technicians.

CollaborationData CenterInformation TechnologyInternet of ThingsIT InfrastructureLogisticsProfessional NetworkingSecuritySupply Chain ManagementVideo

Responsibilities

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

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

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

Qualification

AV systems expertiseGoogle MeetAV-over-IPLeadershipJiraKalturaCloud integrationsVendor managementITIL frameworksProblem managementChange managementCustomer serviceService deliveryTrainingProcess optimizationExecutive supportSOPs reviewWhite-glove supportTechnical standardsProof-of-concept testingPerformance metricsIncident responseCommunication skillsMentorshipTechnical documentationCollaboration

Required

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

Familiarity with ITIL frameworks and service delivery methodologies

Ability to balance technical depth with customer service excellence