Onsite IT Site Support / Deskside Support (EUC & AV Support)

Note: Strong AV support experience for conference rooms, executive meetings, and collaboration technologies, The IT Site Support Engineer will provide onsite Level 2 End User Computing (EUC), Audio Visual (AV), and IT site support services across supported business locations. The role is responsible for end-user device support, onboarding and offboarding, IMACD activities, ServiceNow ticket management, conference room technology support, executive meeting support, Smart Hands activities, and coordination with internal IT teams and vendors.

AV support is a key requirement for this role. The candidate must be comfortable supporting business-critical meetings, conference room platforms, collaboration systems, and high-visibility executive or customer-facing sessions.

Key Responsibilities

End User Computing (EUC) Support

• Provide Level 2 deskside support for laptops, desktops, mobile devices, monitors, docking stations, peripherals, and printers.
• Troubleshoot hardware, software, operating system, Microsoft 365, network connectivity, and standard corporate application issues.
• Assist users with technical issues, how-to guidance, and business-as-usual IT support requests.
• Support VIP and executive users with professional and responsive onsite assistance.

Audio Visual (AV) & Meeting Room Support - Critical Requirement

• Provide onsite support for conference rooms, collaboration spaces, executive meeting rooms, and business-critical meeting environments.
• Troubleshoot audio, video, display, camera, microphone, speaker, touch panel, room PC, conferencing, and presentation issues.
• Support Microsoft Teams Rooms, Zoom Rooms, conference room displays, room scheduling systems, wireless presentation systems, touch panels, and control consoles.
• Perform daily AV room readiness checks and validate that rooms are ready for scheduled meetings.
• Provide white-glove AV support for executive meetings, leadership meetings, customer-facing meetings, town halls, investor meetings, and other high-visibility events.
• Support AV installations, refreshes, upgrades, decommissioning, and coordination with OEM vendors or third-party AV providers.
• Hands-on experience with AV technologies such as Crestron and Logitech is preferred; these are examples of technologies used in similar enterprise conference room environments.

Onboarding, Offboarding & IMACD

• Provision, configure, deploy, refresh, recover, and decommission end-user devices.
• Support new hire onboarding, device handover, employee offboarding, asset recovery, and coordination with asset management teams.
• Execute Install, Move, Add, Change, and Decommission activities including device moves, monitor setup, desk moves, and equipment replacement.
• Maintain accurate asset inventory and update CMDB records as required.

Service Management

• Manage incidents and service requests through ServiceNow or equivalent ITSM tools.
• Ensure accurate ticket documentation, regular updates, appropriate categorization, and proper closure notes.
• Follow SLA expectations, escalation paths, and handoff procedures between Service Desk, Site Support, internal IT teams, and vendors.
• Participate in recurring issue analysis, root cause review, and service improvement activities as required.

Smart Hands & Local Site Support

• Provide local Smart Hands support for network, infrastructure, AV, and IT equipment-related activities.
• Assist with Wi-Fi, LAN connectivity, equipment installation, vendor coordination, logistics, and office move support.
• Coordinate with internal IT teams for escalations involving network, security, endpoint management, and infrastructure dependencies.

Skill Area Required Capability

EUC Support Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, Mac/iOS device support, printers, peripherals, docking stations, and endpoint troubleshooting.

AV Support Hands-on support for Microsoft Teams Rooms, Zoom Rooms, conference room AV systems, displays, cameras, microphones, speakers, touch panels, wireless presentation, and room scheduling technologies.

AV Technology Examples Experience with Crestron, Logitech Rally / Meetup / Tap controllers, or similar enterprise AV and collaboration technologies is preferred.

Service Management ServiceNow Incident, Request, Asset, and CMDB experience; strong ticket documentation and SLA-driven support discipline.

Smart Hands Basic network troubleshooting, Wi-Fi/LAN checks, equipment installation support, vendor coordination, and local site support activities.

Professional Skills Strong communication, customer service mindset, executive presence, ownership, and ability to troubleshoot live meeting issues under pressure.

Experience Requirements:

• 4-7 years of IT Site Support / Deskside Support experience in an enterprise environment.
• Minimum 2-3 years of hands-on AV / conference room / collaboration technology support experience.
• Experience supporting executive, VIP, customer-facing, or business-critical meetings.
• Experience working in ITIL-aligned and SLA-driven support environments.
• Experience in Life Sciences, Biotech, Pharmaceutical, Healthcare, Manufacturing, or other regulated environments is preferred.