IT Support Lead

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.