EUC Support Engineer

About EIL Global We are EIL Global a company providing IT services in Asia Pacific and EMEA across various technologies such as desktops Servers networks and data center technologies. We are headquartered in Adelaide Australia and have clients and offices across Asia Pacific & EMEA locations. Currently we are looking for partners/engineers for onsite support services in and around to assist our clients.

Job Description

Role Title: Onsite AV & Infrastructure Support Technician (Resident & Dispatch Models)

Service Type: Global Onsite & Dispatch Support/ On call basis

Supplier Type: Managed Services / Field Support Provider

Exp: 3yrs

Location: Adelaide Sydney and Canberra

1. Role Overview

The Supplier shall provide qualified Onsite Audio Visual (AV) End-User Computing and Infrastructure Support Technicians to support Client office locations worldwide. Services are delivered through two onsite delivery models:

Resident Backfill Technicians: Dedicated to a specific Client site on a daily basis.

Dispatch Technicians: Deployed to Client sites on demand based on ticketed requests.

Both models extend first-level onsite support for activities that cannot be resolved remotely by the Global Helpdesk or AV Link Service Desk.

2. Tools & Equipment Requirements

The Supplier shall ensure that all onsite technicians (Resident and Dispatch) are equipped with the following mandatory tools and devices:

Required Toolkit

Rechargeable screwdriver set

Cable cutters

Pliers

Patch cords

Cable ties / Velcro straps

USB to RJ45 console cable

USB flash drive (minimum 32 GB)

Required Devices

Mobile data card or smartphone

iOS version 14 or higher

Android version 14 or higher

(Versions applicable as of December 2025; updates will be communicated by Client)

Additional Requirements

Client-issued badge and account

Client-imaged laptop

Access to Client-provided tools and PowerApps

3. Service Scope & Responsibilities

3.1 Core AV & Meeting Room Support

Provide onsite assistance for conference room issues that cannot be resolved remotely.

Support AV equipment and video conferencing systems across:

Focus rooms

Conference rooms (all sizes)

Multi-Purpose Rooms (MPRs)

Board rooms and customer-facing rooms

Ensure proper setup functionality and maintenance of AV systems.

Implement backup solutions during device failures (e.g. backup projectors bypass devices).

Perform break/fix support including replacement of faulty or end-of-life equipment.

Decommission and dispose of equipment according to Client recycling processes.

Facilitate OEM warranty repairs and manage RMAs with manufacturers.

Maintain and update accurate room inventory records in MRCDP.

3.2 Incident Management & Dispatch Support

Respond to ticketed dispatch requests via Clients existing intake and coordination tools.

Classify register and resolve incidents as first-level onsite support.

Meet a 3-hour resolution SLA (after technician arrival) for in-scope rooms where parts are available.

Escalate unresolved issues to higher-tier support AV integrators or OEMs.

3.3 Preventative Maintenance & Lifecycle Management

Perform scheduled preventative maintenance (PM) to proactively prevent failures.

Conduct room health checks for critical and customer-facing rooms.

Assemble annual lifecycle refresh and migration recommendations.

Support AVLCR (Audio Video Life Cycle Refresh) projects and handovers.

Support firmware updates patches and device configuration (onsite and remote).

3.4 Event & Meeting Support (On-Demand)

Provide trained AV technicians for Non-Standard AV Events.

Responsibilities include:

Pre-event planning and dry runs

Onsite setup and teardown

Assisting users with device connections

Joining Teams / Teams Live events

Audio video and microphone testing

Live troubleshooting during events

Post-event shutdown and equipment management

Deliver AV training for new room deployments using Client-provided content.

3.5 Infrastructure & Network Smart Hands Support

Provide onsite smart hands support under remote supervision including:

Network device resets and replacements

Port verification and swaps

Patch cabling (fiber and copper)

Rack and stack activities

Power maintenance support (pre/post activities)

Troubleshoot network connectivity issues and escalate to Client Tier 2 when required.

Verify printer network connectivity and perform Tier 1 troubleshooting where applicable.

3.6 Global Site Infrastructure Project Support

Support infrastructure projects such as office relocations renovations and expansions.

Activities include:

Rack & stack of network equipment

Cable routing labeling and organization per Client standards

Cable room audits and health checks

End-of-Life (EOL) asset removal and disposal

Third-party vendor escort and monitoring

Acceptance testing and validation

Inventory audits and repository updates

4. Inventory & Asset Management

Maintain secure local storage for AV supplies consumables and replacement stock.

Manage AV loaner devices and track inventory using Client-provided PowerApps.

Maintain stock levels and report regularly to Client.

Support centralized inventory control for AV Network Telecom and Infrastructure equipment.

5. Skill & Experience Requirements

Experience Levels

Resident Technicians: Minimum 4 years of relevant experience

Dispatch Technicians: Minimum 2 years of relevant experience

AV Event Support Technicians: Minimum 3 years of AV experience or equivalent certification

Technical Skills

AV systems and major OEM platforms (Crestron Extron Biamp/Tesira Dante)

OEM troubleshooting and RMAs (Shure Sennheiser Logitech Poly Cisco Dell HP Lenovo Apple subject to change)

Basic networking (switches routers access points cabling)

End-user device troubleshooting (Windows and non-Windows)

Ability to work at height using ladders or lifts when required

Soft Skills

Strong communication skills (English required local language preferred)

Customer-facing professionalism

Ability to coordinate with multiple stakeholders

Adherence to Client security safety and operational standards

7. Reporting & Governance

Provide detailed monthly service reports covering:

Completed support visits

Event support activities

Inventory updates

Ensure all tickets and event details are accurately recorded in Client tools (e.g. AV Intake PowerApps).

8. Language

Primary business language: English (24x7); local language support required where applicable.

Interested candidates are requested to share their CVs to: .

Required Skills:

AV systems and major OEM platforms (Crestron Extron Biamp/Tesira Dante) OEM troubleshooting and RMAs Basic networking (switches routers access points cabling) End-user device troubleshooting (Windows and non-Windows) Strong communication skills Customer-facing professionalism Ability to coordinate with multiple stakeholders Adherence to Client security safety and operational standards

Employment Type : Full Time
Experience: years
Vacancy: 1