EUC Support Engineer

About the Company

EIL Global delivers IT services across Asia Pacific and EMEA, covering desktop environments, servers, networks, and data center technologies. With headquarters in Adelaide, Australia, the company supports clients through offices and partner coverage across multiple regions.

Role Summary

This position is for an Onsite AV & Infrastructure Support Technician working under resident and dispatch service models in Wellington, New Zealand. The role focuses on first-line onsite support for audio visual systems, end-user computing, and infrastructure issues that cannot be closed remotely by the helpdesk or service desk.

The assignment is part of a global onsite and dispatch support framework, delivered on an on-call basis by a managed services / field support provider. The expected experience level is 3+ years, with local onsite support required in Wellington.

Tools, Devices, and Access Requirements

Technicians must be equipped with the required field toolkit, including a rechargeable screwdriver set, cable cutters, pliers, patch cords, cable ties or Velcro straps, a USB to RJ45 console cable, and a USB flash drive of at least 32 GB.

They also need a mobile data card or smartphone, with iOS 14 or above or Android 14 or above (versions applicable as of December 2025; any updates will be shared by the client). Additional access requirements include a client-issued badge and account, a client-imaged laptop, and access to client-provided tools and PowerApps.

Responsibilities

The role covers onsite support for conference room and collaboration technology, dispatch-based incident handling, preventative maintenance, event support, smart hands infrastructure work, and project-based site support.

Technicians will assist with rooms such as focus rooms, conference rooms of all sizes, multi-purpose rooms, board rooms, and customer-facing meeting spaces. They will ensure AV systems are correctly configured and operational, provide backup options during failures, replace faulty or obsolete equipment, decommission hardware through client recycling workflows, coordinate OEM warranty repairs and RMAs, and keep room inventory records accurate.

Dispatch work includes responding to ticketed requests through the client’s existing intake and coordination tools, logging and resolving incidents as first-level onsite support, meeting a 3-hour resolution SLA after arrival where parts are available, and escalating unresolved issues to higher-tier teams, AV integrators, or OEMs.

Preventative maintenance responsibilities include scheduled PM visits, room health checks, lifecycle refresh planning, AVLCR project support, handovers, and onsite or remote firmware, patch, and configuration activities.

For non-standard AV events, the technician may handle pre-event planning, dry runs, room setup and teardown, user connection support, Teams or Teams Live participation, audio/video/microphone testing, live troubleshooting, and post-event shutdown. The role also includes delivering AV training for new room deployments using client-supplied material.

Infrastructure support includes smart hands work under remote supervision such as device resets and replacements, port checks and swaps, fiber and copper patching, rack and stack tasks, power maintenance preparation and recovery, printer connectivity checks, and Tier 1 troubleshooting with escalation to Client Tier 2 when needed.

Project support may involve office moves, renovations, and expansions through network equipment rack and stack, cable routing and labeling, cable room audits, end-of-life asset removal, vendor escorting, acceptance testing, validation, inventory audits, and repository updates.

Inventory ownership is also part of the job: maintaining secure local stock for AV supplies and spares, tracking loaner devices in client PowerApps, monitoring stock levels, reporting inventory status, and supporting centralized control of AV, network, telecom, and infrastructure assets.

Requirements

Candidates should have relevant experience aligned to the service model: resident technicians need at least 4 years, dispatch technicians need at least 2 years, and AV event support technicians need at least 3 years of AV experience or an equivalent certification.

Technical capability should include AV platforms such as Crestron, Extron, Biamp/Tesira, and Dante, along with vendor troubleshooting and RMA handling for brands such as Shure, Sennheiser, Logitech, Poly, Cisco, Dell, HP, Lenovo, and Apple, subject to change. A working knowledge of basic networking, including switches, routers, access points, and cabling, is required, as well as end-user device troubleshooting across Windows and non-Windows environments.

The role may require work at height using ladders or lifts. Strong English communication is mandatory, and local language ability is preferred where relevant. The candidate should be comfortable in client-facing situations, able to coordinate across multiple stakeholders, and committed to client security, safety, and operational procedures.

Reporting and Governance

The technician must prepare detailed monthly service reports covering support visits, event support activities, and inventory updates. All tickets and event details must be recorded accurately in the client’s tools, including AV intake workflows.

Language

The primary working language is English, with 24x7 business coverage. Local language support is needed wherever applicable.

Additional Information

This is an onsite support assignment in Wellington, New Zealand, with both resident and dispatch delivery models used as required. The service is part of a global support structure and may involve on-call response patterns.

Interested applicants were asked to share their CV by email.