EUC Support Engineer

Preferable - Crafting Careers; Jakarta Pusat; On-site; IDR 133,920,000 - 245,520,000; Full time

Job summary

EIL Global is seeking skilled Onsite AV & Infrastructure Support Technicians to provide hands-on AV, end-user computing, and infrastructure support at client offices. Roles include resident backfill and on-demand dispatch, with focus on first-level onsite resolution and coordination through the client tools.

Applicants should have 3+ years of relevant experience, strong AV system knowledge (Crestron, Extron, Biamp/Tesira, Dante), and good communication skills to work with diverse stakeholders.

Qualifications

• 4+ years of AV/IT support experience or equivalent.
• Strong knowledge of AV systems and OEM platforms.
• Experience with end-user computing and basic networking.
• Good communication and customer-facing professionalism.

Responsibilities

• Provide onsite AV support for conference rooms of all sizes.
• Perform break/fix and device replacement for AV equipment.
• Manage incident tickets and dispatch requests with SLAs.
• Support lifecycle refresh and maintenance of AV rooms and equipment.
• Assist with event setup, execution, and teardown.

Skills

AV systems

Networking basics

End-user computing

Customer-facing

Windows OS

PowerApps

Tools

Crestron

Extron

Biamp/Tesira

Dante

Job description

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: Jakarta, Indonesia

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

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.

• 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 elevate 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 PowerApps).

8. Language

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