Audio Video Support Engineer – Onsite AV & Infrastructure

About the role

We are seeking an experienced Audio‑Visual (AV) and End‑User Computing support engineer to deliver onsite assistance at client locations worldwide, primarily in Colombo, Sri Lanka. The role involves both resident and dispatch models, providing first‑level support for conference‑room AV systems, video‑conferencing equipment and related infrastructure.

Key responsibilities

• Provide onsite assistance for conference‑room, focus‑room, board‑room and multi‑purpose‑room AV issues that cannot be resolved remotely.
• Set up, test, maintain and troubleshoot AV equipment and video‑conferencing systems, including backup and replacement of faulty devices.
• Manage incident tickets, classify and resolve incidents within a 3‑hour SLA after arrival, and escalate complex cases to higher‑tier support or OEMs.
• Handle equipment de‑commissioning, recycling, warranty repairs and RMA processes.
• Maintain accurate room inventory records in the MRCDP system.

Required profile

• Minimum 3 + years of experience in AV, end‑user computing or infrastructure support.
• Ability to work both as a resident technician at a dedicated site and as a dispatch technician on demand.
• Possession of required toolkits (rechargeable screwdriver set, cable cutters, pliers, etc.) and devices (mobile data card or smartphone with iOS 14+/Android 14+).
• Client‑issued badge, account and imaged laptop, with access to PowerApps.

Required skills

• Audio‑Visual (AV) equipment troubleshooting
• Video‑conferencing system support
• PowerApps usage
• Basic mobile device platforms (iOS, Android)