On-Site Support Engineer

Esco Pte. Ltd.; Hong Kong; On-site; HKD 240,000 - 300,000; Full time

Job summary

Esco Pte. Ltd. is seeking an Onsite AV Support Engineer to provide premium audiovisual support at the client’s premises. You will ensure meeting spaces and collaboration technologies operate seamlessly, delivering white-glove support for meetings and events and maintaining AV health.

This role is ideal for a customer-focused AV professional who enjoys direct end-user interaction, troubleshooting, and delivering a premium meeting experience in a corporate environment.

Qualifications

• Diploma or Degree in Information Technology, Engineering, Audio Visual Technology, or related discipline.
• 3+ years of experience supporting corporate AV or collaboration environments.
• Hands-on experience with Teams Rooms, Zoom Rooms, and Webex.
• Strong troubleshooting skills across AV, conferencing, and end-user technologies.
• Experience using ticketing systems such as ServiceNow.
• Excellent customer service and communication skills.

Responsibilities

• Provide onsite support for meetings, events, and collaboration sessions.
• Deliver professional white-glove support for executive and high-priority meetings.
• Conduct pre-event testing to ensure AV systems and conferencing technologies are fully operational.
• Support Microsoft Teams, Zoom, Webex, and other collaboration platforms.
• Respond to and resolve AV-related incidents and service requests.
• Troubleshoot hardware, software, and connectivity issues affecting meeting room technology.
• Escalate and coordinate complex technical issues with remote support teams and vendors when required.
• Manage and update support tickets through ServiceNow or designated ticketing platforms.
• Maintain high levels of customer service and user satisfaction.
• Perform scheduled room inspections and preventative maintenance checks.
• Verify the functionality of AV equipment, including display screens and projectors.
• Identify and resolve potential issues before they impact users.
• Maintain accurate records of installed AV equipment and asset inventory.
• Coordinate repair and replacement activities with manufacturers and authorized service partners.
• Manage warranty claims and RMA processes for faulty equipment.
• Assist with equipment lifecycle tracking and reporting.
• Maintain service records and support documentation.
• Track recurring issues and provide recommendations for improvement.
• Support the preparation of service performance and operational reports.

Skills

Customer-focused

Onsite support

End-user training

Communication

Problem-solving

Education

Diploma/degree in IT/Engineering/AV

Tools

ServiceNow

Teams Rooms

Zoom Rooms

Webex Rooms

Crestron

Q-SYS

Extron

Job description

We are seeking a dedicated Onsite AV Support Engineer to provide exceptional audiovisual support within a corporate environment. Based onsite at the client's premises, you will be responsible for ensuring meeting spaces and collaboration technologies operate seamlessly, delivering white-glove support for meetings and events, and maintaining the overall health of AV systems.

This role is ideal for a customer-focused AV professional who enjoys working directly with end users, troubleshooting technical issues, and ensuring a premium meeting experience.

Key Responsibilities

White-Glove Meeting & Event Support

Provide onsite support for meetings, events, and collaboration sessions.

Deliver professional white-glove support for executive and high-priority meetings.

Conduct pre-event testing to ensure all AV systems and conferencing technologies are fully operational.

Support Microsoft Teams, Zoom, Webex, and other collaboration platforms.

AV Operations & Technical Support

Respond to and resolve AV-related incidents and service requests.

Troubleshoot hardware, software, and connectivity issues affecting meeting room technology.

Escalate and coordinate complex technical issues with remote support teams and vendors when required.

Manage and update support tickets through ServiceNow or designated ticketing platforms.

Maintain high levels of customer service and user satisfaction.

Preventive Maintenance

Perform scheduled room inspections and preventative maintenance checks.

Verify the functionality of AV equipment, including:

Display screens and projectors

Presentation devices and connectivity interfaces

Identify and resolve potential issues before they impact users.

Asset & Equipment Management

Maintain accurate records of installed AV equipment and asset inventory.

Coordinate repair and replacement activities with manufacturers and authorized service partners.

Manage warranty claims and RMA processes for faulty equipment.

Assist with equipment lifecycle tracking and reporting.

Reporting & Documentation

Maintain service records and support documentation.

Track recurring issues and provide recommendations for improvement.

Support the preparation of service performance and operational reports.

Requirements

Diploma or Degree in Information Technology, Engineering, Audio Visual Technology, or related discipline.

3+ years of experience supporting corporate AV or collaboration environments.

Hands-on experience with Microsoft Teams Rooms, Zoom Rooms, and Webex.

Strong troubleshooting skills across AV, conferencing, and end-user technologies.

Experience using ticketing systems such as ServiceNow.

Excellent customer service and communication skills.

Ability to work independently in an onsite support role.

Preferred

CTS or CTS-I certification.

Experience with Crestron, Q-SYS, Extron, Poly, Logitech, Yealink, or Cisco collaboration solutions.

Basic networking knowledge, including IP addressing, switching, and connectivity troubleshooting.

Experience supporting executive-level stakeholders and high-profile events.

What We're Looking For

The ideal candidate is:

Customer-focused and service-oriented

Proactive in identifying and preventing technical issues

Comfortable working in a fast-paced corporate environment

Professional when supporting senior executives and VIP meetings

Organized and detail-oriented with strong problem-solving skills