Smarthands Technician at EOS IT 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 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. 

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: 

• Ability to work individually and within a team. 
• Undergraduate degree in a technical field. 
• 1+ years of experience as an IT Support Engineer, Analyst, or Administrator. 
• Demonstrable knowledge of the following: Networking, WiFi, Mac OS, Cisco, Linux, Windows is essential. 
• Experience in ticket management and triage support. 
• Experience with Jira Service Management (JSM) and working to SLAs. 
• Strong understanding of basic IT concepts and troubleshooting methodologies. 
• Excellent communication and interpersonal skills, with the ability to handle multiple tasks simultaneously. 
• Ability to work independently and as part of a team. 
• Excellent customer service orientation and a passion for helping others. 

PREFERRED EXPERIENCE: 

• Familiarity with AV equipment, networking fundamentals, and basic troubleshooting techniques is preferred. 

EOS is committed to creating a diverse and inclusive work environment and is proud to be an equal-opportunity employer. We invite you to consider opportunities at EOS regardless of your gender, gender identity, gender reassignment, age, religious or similar philosophical belief, race, national origin, political opinion, sexual orientation, disability, marital or civil partnership status, or other non-merit factor. 

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