EUC Support Engineer

Location Wellington, New Zealand 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 Experience 3+ years 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. Tools & Equipment Requirements 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 Additional Requirements Client-issued badge and account Client-imaged laptop Access to Client-provided tools and PowerApps Service Scope & Responsibilities 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, multi-purpose rooms, 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. Incident Management & Dispatch Support Respond to ticketed dispatch requests via Client’s 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. 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 projects and handovers. Support firmware updates, patches, and device configuration (onsite and remote). Event & Meeting Support (On-Demand) Provide trained AV technicians for non‑standard AV events. Pre‑event planning and dry runs. Onsite setup and teardown. Assist 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. 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 escalates to Client Tier 2 when required. Verify printer network connectivity and perform Tier 1 troubleshooting where applicable. 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. 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. 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. Reporting & Governance Provide detailed monthly service reports covering completed support visits, event support activities, and inventory updates. Ensure all tickets and event details are accurately recorded in Client tools (e.g., AV Intake PowerApps). Language Primary business language: English (24x7); local language support required where applicable. #J-18808-Ljbffr