Job Description

Company Description
EIL Global Pty Ltd. is a global leader in information and communications technology, specializing in Managed Services, Professional Services, and Network Infrastructure Management. With a strong presence in Australia, India, the United Kingdom, the USA, and Singapore, EIL Global provides innovative solutions in network engineering, unified communications, and collaboration technologies. The company excels in designing, implementing, and managing integrated networking solutions, proactive network monitoring, and operating advanced Network and Security Operations Centers. EIL Global is committed to delivering innovative and reliable IT infrastructure services that empower businesses worldwide.
Role Description
Exp: 3+yrs
Location: Chennai/ Hyderabad
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Role Title: Onsite AV & Infrastructure Support Technician
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 (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 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 (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 PowerApp).

8. Hours, Locations & Language

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

Skills Required