AV Engineer - Break/Fix

About the role

EOS IT Solutions is a Global Technology and Logistics company, providing Collaboration and Business IT Support services to some of the world’s largest industry leaders, delivering forward-thinking solutions based on multi-domain architecture. Customer satisfaction and commitment to superior quality of service are our top business priorities, along with investing in and supporting our partners and employees. We are a true International IT provider and are proud to deliver our services through global simplicity with trusted transparency.

Responsibilities

• Event and Specialty Space Break/Fix Support: Provide hands-on troubleshooting and remediation for AV issues impacting event spaces, experience centres, specialty rooms, and complex collaboration environments.
• Respond to escalated incidents requiring field engineering support, including audio, video, control, routing, conferencing, projection, lighting, and signal path issues.
• Perform diagnostics using onsite tools and remote access methods across Mac, Windows, Linux, AV control, and network-connected systems.
• Restore service quickly while documenting symptoms, actions taken, root cause indicators, and follow-up needs in the ticketing system.
• Escalate unresolved, recurring, or high-impact issues to the Lead Field Engineer as the first internal escalation point.
• Event Readiness and Operational Support: Complete venue and specialty space equipment sweeps prior to priority events, confirming critical systems are functioning as expected.
• Support event operations technicians with technical issues related to event spaces before, during, and after events.
• Act as field engineering support for large, executive, visitor-facing, and special events when deeper technical expertise is required.
• Participate in and support User Acceptance Testing (UAT) for new Event and Specialty spaces, validating operational readiness, user experience, and handover requirements before spaces enter production use.
• Preventative Maintenance and System Reliability: Execute scheduled preventative maintenance on AV hardware, software, cabling, routing, control systems, and room peripherals.
• Identify system degradation, repeat failures, aging equipment, and operational risks before they impact events or user experience.
• Support approved changes, firmware updates, configuration updates, and equipment upgrades to deployed specialty space systems.
• Maintain reliable operational standards across event and specialty spaces through consistent checks, reporting, and follow-through.
• Inventory, RMA and Equipment Logistics: Organise, document, and maintain spare equipment inventory required to support rapid break/fix response in event and specialty spaces.
• Track RMAs, serviced equipment, outgoing and returning parts, and provide status updates to the team to support timely restoration of service.
• Documentation, Trend Analysis and Continuous Improvement: Create and maintain technical documentation, support runbooks, known issue records, and room-specific reference materials.
• Track incidents and service data to identify trends, recurring failures, and opportunities for engineering remediation.
• Coordinate with AV engineering, operations, and third-party vendors to resolve systemic issues and improve supportability.
• Follow the defined escalation process by engaging the Lead Field Engineer for triage guidance, prioritisation, and coordination before escalation to engineering, vendor, or leadership teams.
• Train or brief operations team members on system usage, common failure modes, and support workflows as needed.
• Support continuous improvement of maintenance workflows, escalation processes,