On-Site AV & IT Operations Support at Major Enterprise Campus in Germany
Client Overview
A global leader in enterprise application software, operates one of its campuses in Germany, serving thousands of employees, customers and partners daily. The campus requires robust, always-available IT and AV infrastructure to support collaboration, executive meetings and client engagements.
Business Challenge
End client required dedicated, on-site AV & IT engineers to ensure the uninterrupted functionality of critical collaboration systems across its campus.
Key requirements included:
- Daily on-site coverage (Monday to Friday, 08:00 – 18:00) with flexibility for weekend support.
- Rapid response to incidents in meeting rooms, boardrooms and auditoriums.
- Proactive equipment checks to reduce downtime.
- Skilled engineers for vendor coordination and escalations.
- Full compliance with End client’s asset management processes.
Our Solution
Brainotech IT Solutions deployed five full-time engineers at Campus to provide
end-to-end AV & IT support.
1: Meeting Room & Office Area Support
Reactive & proactive troubleshooting for meeting rooms, auditoriums, flex spaces and office AV systems.
- Monitoring & issue resolution using End client-defined tools (MR Checker, ITSM, ISP).
- Hands-on troubleshooting for audio/video failures, device connectivity and conferencing issues.
Support for digital systems including:
- Room solutions, cameras and audio devices.
- ThinkSmart Hub and Teams Rooms devices.
- Microsoft Surface Hub – 55” / 84” collaboration displays.
- Professional-grade screens and displays.
- Evoko & Crestron – e-doorplates, room scheduling panels and touch controls.
- Room scheduling panels, extension microphones and dual-display setups.
2: Escalation & Vendor Coordination
- Acted as first-line support, escalating to End client IT experts or external vendors where required.
- Ensured smooth handovers with clear documentation and complete communication.
3: Asset & Inventory Management
- Maintained accurate records in End client’s Asset Management System (EMR).
- Ensured compliance with equipment status, ownership and lifecycle tracking.
4: Special Event & VIP Support
- Hands-on support during executive boardroom sessions, high-profile events and digital wall operations.
Outcomes
- 99% of incidents resolved within SLA.
- Higher user satisfaction through proactive checks and rapid on-site response.
- Streamlined vendor coordination, improving collaboration efficiency.
- Accurate asset records, ensuring compliance and cost transparency.
Vendor Support
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- Network Modernization
Support
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