Audio Video Support Engineer

preferable.ai; Penang; On-site; MYR 42,000 - 72,000; Full time

Job summary

EIL Global seeks onsite AV & infrastructure support technicians (resident & dispatch) to service client offices worldwide from Penang, Malaysia. Roles cover AV systems, video conferencing, and basic network tasks with two delivery models: Resident backfill and on-demand dispatch.

Experience targets include 4+ years for residents, 2+ years for dispatch, and expertise in major AV/OEM platforms. English skills required; local language beneficial.

Qualifications

• 4+ years for Resident Technicians; 2+ years for Dispatch; 3+ years AV experience for events.
• Experience with major AV/OEM platforms (Crestron, Extron, Biamp/Tesira, Dante).
• Strong English communication; local language helpful.

Responsibilities

• Provide onsite AV and meeting room support across client sites.
• Perform break/fix on AV equipment and lifecycle refresh activities.
• Maintain inventory and asset records in MRCDP and PowerApps.
• Respond to dispatch requests and meet 3-hour SLA when parts are available.
• Coordinate OEM warranty repairs and RMAs with manufacturers.
• Support network/infrastructure smart hands tasks onsite.
• Deliver event support including setup, testing and teardown.

Skills

AV systems

Networking basics

Windows troubleshooting

Customer communication

English proficiency

Tools

Crestron

Extron

Biamp

Dante

Shure

Sennheiser

Logitech

Cisco networking

PowerApps

Job description

Penang, Malaysia, Malaysia | Posted on 07/31/2026

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

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
• Patch cords
• USB to RJ45 console cable

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:

• Conference rooms (all sizes)
• Multi-Purpose Rooms (MPRs)
• Board rooms and customer-facing rooms

Ensure proper setup, functionality, and maintenance of AV systems.

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
• Audio, video, and microphone testing
• 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.