On-Site Technician

For over 35 years, Yorktel has been the video managed services partner around the world for some of the largest business and government agencies. With over 10,000 video systems under management worldwide – more than any other video communications service provider – Yorktel has the proven expertise and global reach to deliver enterprise-quality visual communications.

Yorktel is currently seeking an On-Site Technician who will be responsible for in room and remote resolution support liaising with the Yorktel VNOC and management to ensure smooth delivery of the Managed Videoconferencing Service. The position will need to be engaged with all key customers, act as a liaison between customer and entire Yorktel service delivery team. Also responsible for measuring customer satisfaction, identifying areas of service improvement, delivering solutions and implementing long term improvement plans across the customers’ on-site support team. Responsible for overall team coordination of coverage for providing excellent support.

This position reports directly to the On-Site Team Lead. This position will complete level 1&2 troubleshooting of any non-functional AV equipment, assist in the set-up and support of high level multi-room events, escalate any technical issues found in the rooms and conduct break fix accordingly, assist in the preventative maintenance checks, provide basic training of equipment to client personnel, service & RMA endpoints for maintenance issues and resolution. This position will act as a local onsite contact security escort, and logistics coordinator for existing and new projects. This position will directly own responsibility for endpoint success in the designated region to include software updates, firmware upgrades, onboarding, testing, and end user training. This position will also be expected to communicate internally with project managers, account managers, maintenance implementation managers, engineering staff, and sales to keep all parties up to date on the resolution of customer issues. Provide special event meeting setup and support for both onsite and offsite events.

Internal & External Responsibilities:

This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will make recommendations to internal parties and customers with regard to concerns or issues and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and teamwork in order to assist with the coordination of resources within the team and outside of the team to support customer issues and various projects throughout the organization. This position must regularly communicate answers to complex questions and respond to detailed inquiries. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

• Communicate with end users to assist with diagnosing and resolving issues
• Respond with a sense of urgency when receiving customer correspondence
• Assist in the set up and support of high level, multi-room events
• Escalate any technical issues found in the rooms and conduct break/fix
• Assist in the preventative maintenance checks
• Provide basic training of equipment to client personnel
• Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets in an accurate and timely manner
• Assist with testing, new implementations, new products, Managed Services Certification, onboarding, and maintenance requirements and requests
• Evaluate hardware, monitoring systems and tools
• Accurately gather and manage data is central repository tools
• Track and implement improvement plans while also leading the team independently and effectively in adopting and training high level customer service skills
• Other duties as assigned

Technical Responsibilities:

The On-Site Technician will be expected to resolve level 1 & 2 technical issues and will be expected to assist in the diagnosis and resolution of higher level issues. They must also have a solid understanding of the techno

• Working knowledge of videoconferencing standards
• Ability to troubleshooting of AV Conferencing systems
• Apple (MAC) and PC (Windows) troubleshooting and understanding
• Experience with VOIP
• Working experience with major videoconferencing equipment such as:
  • Teams, WebEx, Zoom, etc.
  • Codec’s Cisco, Poly
  • MCU and control systems from Cisco, Poly, Crestron
  • ISDN Network Infrastructure and Implementation (BRI and T1)

Leadership & Supervisory Responsibilities:

• This position has no direct leadership or supervisory responsibilities, although it will entail a high level of interoperability with the Yorktel management, VNOC, and peers, at times giving direction to them to assist in and resolve issues. This position is expected to lead the team in measuring and achieving the highest level of customer satisfaction.

Authority & Decision Making Capabilities:

• This position requires the ability to resolve customer issues and will be expected to escalate any issues to management that are above the capabilities of the position or may be potentially sensitive.

Skills & Abilities:

• Exceptional customer service skills and should be able to diffuse and control escalated situations effectively
• Solid knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations to effectively serve end users.
• Understanding of presentation software (i.e. PowerPoint, Keynote, Google Slides)
• High levels of professionalism and integrity
• High levels of interpersonal and professional skills
• High ability to work with peers
• Strong business acumen and analytic competence
• Excellent problem solving skills

Education & Experience:

• Must have a Bachelor's Degree, Technical Certificate, or equivalent work experience
• 3-5 years of experience in an on-site customer support role

Additional Responsibilities:

• May require occasional lifting (up to 25 lbs)
• Requires extensive sitting, standing and walking
• Domestic travel requiring multi-night stays within and at times outside the local work area
• Valid U.S. driver’s license
• Must be willing to complete background checks and drug tests required by current or future contracts

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.