Helpdesk

Please check and let me know if you are willing to do this 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 • 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 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 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.