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
Experience: 3+ years
Location: Sydney, Australia
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, which are dedicated to a specific Client site on a daily basis, and Dispatch Technicians, which are 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.
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
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. 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 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 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 asset removal and disposal, third-party vendor escort and monitoring, acceptance testing and validation, inventory audits and repository updates.
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.
Skill & Experience Requirements
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
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).
Language
Primary business language: English (24x7); local language support required where applicable.
Interested candidates are requested to share their CVs to: bhagirathi.m@eilglobal.com.
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