EUC / Audio Video 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 DescriptionRole Title: Onsite AV & Infrastructure Support Technician (Resident & Dispatch Models) Service Type: Global Onsite & Dispatch Support/ On call basis Supplier Type: Managed Services / Field Support ProviderExp: 3+yrsLocation: Colombo, Srilanka1. Role OverviewThe 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 RequirementsThe Supplier shall ensure that all onsite technicians (Resident and Dispatch) are equipped with the following mandatory tools and devices:Required ToolkitRechargeable screwdriver setCable cuttersPliersPatch cordsCable ties / Velcro strapsUSB to RJ45 console cableUSB flash drive (minimum 32 GB)Required DevicesMobile data card or smartphoneiOS version 14 or higherAndroid version 14 or higher (Versions applicable as of December 2025; updates will be communicated by Client)Additional RequirementsClient-issued badge and accountClient-imaged laptopAccess to Client-provided tools and PowerApps3. Service Scope & Responsibilities3.1 Core AV & Meeting Room SupportProvide onsite assistance for conference room issues that cannot be resolved remotely.Support AV equipment and video conferencing systems across:Focus roomsConference rooms (all sizes)Multi-Purpose Rooms (MPRs)Board rooms and customer-facing roomsEnsure 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 SupportRespond to ticketed dispatch requests via Client’s 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 ManagementPerform 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 runsOnsite setup and teardownAssisting users with device connectionsJoining Teams / Teams Live eventsAudio, video, and microphone testingLive troubleshooting during eventsPost-event shutdown and equipment managementDeliver AV training for new room deployments using Client-provided content.3.5 Infrastructure & Network Smart Hands SupportProvide onsite smart hands support under remote supervision, including:Network device resets and replacementsPort verification and swapsPatch cabling (fiber and copper)Rack and stack activitiesPower 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 SupportSupport infrastructure projects such as office relocations, renovations, and expansions.Activities include:Rack & stack of network equipmentCable routing, labeling, and organization per Client standardsCable room audits and health checksEnd-of-Life (EOL) asset removal and disposalThird-party vendor escort and monitoringAcceptance testing and validationInventory audits and repository updates4. Inventory & Asset ManagementMaintain 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 RequirementsExperience LevelsResident Technicians: Minimum 4+ years of relevant experienceDispatch Technicians: Minimum 2+ years of relevant experienceAV Event Support Technicians: Minimum 3+ years of AV experience or equivalent certificationTechnical SkillsAV 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 requiredSoft SkillsStrong communication skills (English required, local language preferred)Customer-facing professionalismAbility to coordinate with multiple stakeholdersAdherence to Client security, safety, and operational standards7. Reporting & GovernanceProvide detailed monthly service reports covering:Completed support visitsEvent support activitiesInventory updatesEnsure all tickets and event details are accurately recorded in Client tools (e.g., AV Intake PowerApps).8. LanguagePrimary business language: English (24x7); local language support required where applicable.Interested candidates are requested to share their CVs to: bhagirathi.m@eilglobal.com.