EUC Audio Video Support Engineer (IMACD & Break-Fix) DispatchFreelancePart time
Share
Job Location:
Auckland - New Zealand
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
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
Supplier Type: Managed Services / Field Support Provider
Exp: 3yrs
Location: Auckland
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 OEM troubleshooting and RMAs Basic networking End-user device troubleshooting Strong communication skills Customer-facing professionalism Ability to coordinate with multiple stakeholders Adherence to Client security safety and operational standards Experience with AV Event Support
