On-Site Technician

York Telecom Corporation•Aurora, IL

3d•$80,000 - $95,000•Onsite

About The Position

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 is responsible for in room and remote resolution support liaising with the Yorktel VNOC and management to ensure smooth delivery of the Managed Videoconferencing Service for a dedicated client. 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. Reports to On-Site Technical Manager and Customer Success Manager for day to day priorities and tasks.

Requirements

High levels of professionalism and integrity
High levels of interpersonal skills
High ability to work with peers
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills
Strong business acumen and analytic competence
Excellent problem solving skills
Professional attitude and appearance at all times
Working knowledge of videoconferencing standards
Ability to troubleshooting of AV Conferencing systems
Working experience with major videoconferencing equipment such as: Teams, WebEx, Zoom etc
Codec’s Cisco, Poly
MCU and control systems from Cisco, Poly, Crestron
Must be willing to complete background checks and drug tests required by current or future contracts

Nice To Haves

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
Ability to lift and carry objects up to 50 lbs
Frequent sitting, standing, and walking
Must be able to pass suitability requirements

Responsibilities

Complete tiers 1-3 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
Own responsibility for endpoint success in the designated region to include software updates, firmware upgrades, onboarding, testing, and end user training
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
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
Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner
Accurately gather and manage data is central repository tools
Other duties as assigned