AV & Infrastructure Support Technician - Ticketing System

Description :

Role Description

Exp : 3+yrs

Location : Chennai/ Hyderabad

Job Description :

Role Title : Onsite AV & Infrastructure Support Technician

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 :

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 (Dispatch) are equipped with the following mandatory tools and devices :

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.

Support AV equipment and video conferencing systems across :

- 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 Clients 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 escalate 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 PowerApp).

8. Hours, Locations & Language :

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