EUC 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 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

Exp: 3+yrs

Location: Nagoya Japan

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 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