About EIL Global
EIL Global is a company that provides IT services in the Asia Pacific and EMEA regions across various technologies such as desktops, servers, networks, and data center technologies.
The company is headquartered in Adelaide, Australia and has clients and offices across Asia Pacific and EMEA locations.
Job Description
Role Title: Onsite Audio Visual (AV) & Infrastructure Support Technician (Resident & Dispatch Models)Service Type: Global Onsite & Dispatch Support / On call basisSupplier Type: Managed Services / Field Support ProviderExperience: 3+ yearsLocation: Adelaide, Sydney and Canberra
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.
Tools & Equipment Requirements
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 ****; updates will be communicated by the 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; 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:
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 current room deployments using client‐provided content
3.5 Infrastructure & Network Smart Hands Support
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
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
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.
Support centralized inventory control for AV, network, telecom, and infrastructure equipment.
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
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: .
#J-*****-Ljbffr

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