On-Site Technician

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, acting as a liaison between the customer and the entire Yorktel service delivery team. Additionally, the technician is 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. The On-Site Technician is also responsible for overall team coordination of coverage to provide excellent support.

This position reports directly to the Onsite Team Lead. The On-Site Technician 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 actions accordingly. The technician will also assist in preventative maintenance checks, provide basic training on equipment to client personnel, and service & RMA endpoints for maintenance issues and resolution.

Additionally, this position will act as a local onsite contact, security escort, and logistics coordinator for both existing and new projects. The On-Site Technician will directly take responsibility for endpoint success in the designated region, including 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. The technician will provide special event meeting setup and support for both ONSITE and OFFSITE events.

Roles & Responsibilities:

• Regularly influences internal and external customers to achieve mutually desirable outcomes.
• Make recommendations to internal parties and customers regarding concerns or issues, ensuring resolution by working closely with assigned team members.
• Requires regular planning and teamwork to assist with the coordination of resources within Yorktel to support incoming customer issues.
• Requires regular planning and teamwork to assist with the coordination of resources both within the team and outside the team to support various projects throughout the organization.
• Must regularly communicate answers to complex questions and respond to detailed inquiries.
• Expected to protect all internal and external confidential information, utilizing discretion and judgment based on company policies and procedures.
• Communicates with end users to assist with diagnosing and resolving issues.
• Responds with a sense of urgency when receiving customer correspondence.
• Assists in the setup and support of high-level, multi-room events.
• Escalates any technical issues found in the rooms and conducts break/fix actions.
• Assists in preventative maintenance checks.
• Provides basic training of equipment to client personnel.
• Participates in root-cause analysis of technical issues to assist with the resolution of trouble tickets.
• Updates and recommends process and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
• Assists with testing, new implementations, new products, Managed Services Certification, onboarding, and maintenance requirements and requests.
• Evaluates hardware, monitoring systems, and tools.
• Accurately gathers and manages data in central repository tools.
• Performs other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Leadership & Supervisory Responsibilities:

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

Skills & Abilities:

• Requires an extremely high level of interpersonal and professional skills.
• Must possess the highest level of customer service skills.
• Ability to diffuse and control escalated situations effectively to service the customer.
• Solid knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations.
• Capable of independently and effectively measuring customer satisfaction.
• Track and implement improvement plans based on customer feedback.
• Lead the team in adopting and training high-level customer service skills.
• Ability to resolve customer issues effectively.
• Expected to escalate any issues to management that are beyond the capabilities of the position or may be potentially sensitive.
• High ability to work with peers
• Exceptional written, verbal and interpersonal skills
• Strong business acumen and analytic competence
• Excellent problem-solving skills

Education & Experience:

• Bachelor’s Degree, Technical certificate or equivalent work experience
• 3-5 years of experience in an on-site customer support role
• Working knowledge of videoconferencing standards.
• Ability to troubleshoot AV conferencing systems.
• Proficiency in 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: Cisco, Poly, Crestron.
• ISDN Network Infrastructure and Implementation (BRI and T1).
• Understanding of presentation software (i.e. PowerPoint, Keynote, Google Slides)

Additional Requirements:

• 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.