Team Lead - End User Support

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.

This role is 100% onsite in Austin, TX

POSITION OVERVIEW: 

We are seeking a highly motivated and tech-savvy individual to join our team as a Team Lead - End User Support. This role combines responsibilities across three key areas: Audio/Visual (AV) conference room support, Network infrastructure support, and high-level 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: 

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. 

Network Infrastructure Support 

• Diagnose and troubleshoot basic network connectivity issues (e.g., wired and wireless). 
• Onsite end user support 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. 
• 3 - 5+ 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: 

• MUST HAVE experience with leading/managing teams - people management
• Familiarity with AV equipment, strong knowledge in network infrastructure, and troubleshooting is HIGHLY preferred
• MAC experience
• Strong customer service skills

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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.