On-Site Technician

Kinly US Corporation•Warren Township, NJ

10h•$65,000 - $80,000•Onsite

About The Position

Yorktel is seeking an On-Site Technician to provide in-room and remote resolution support for a dedicated client’s managed videoconferencing service. The technician liaises with Yorktel’s VNOC, management, the customer, and service delivery teams to support smooth service delivery, measure customer satisfaction, identify service improvements, and implement long-term improvement plans across the customer’s on-site support team. Day-to-day priorities and tasks are provided by the On-Site Technical Manager and Customer Success Manager. The position reports directly to the dedicated On-Site Technical Manager. The technician handles Tier 1–3 troubleshooting of audiovisual equipment, supports high-level multi-room events, escalates and repairs room issues, assists with preventative maintenance, and provides basic equipment training to client personnel. The role owns endpoint success in a designated region, including software and firmware updates, onboarding, testing, end-user training, and servicing or returning endpoints for maintenance and resolution. The technician also coordinates with project managers, account managers, maintenance implementation managers, engineering staff, and sales to keep stakeholders informed about customer issues. The role requires strong customer service and interpersonal skills, the ability to manage escalated situations, and working knowledge of audiovisual and videoconferencing technologies, infrastructure, and bridge operations. Issues beyond the role’s capabilities or potentially sensitive issues must be escalated to management or Tier 3–4 resources. The position has no direct supervisory responsibilities, though it may involve giving direction to Yorktel management, VNOC staff, and peers to help resolve issues. Domestic travel with multi-night stays may be required, including travel outside the local work area. Occasional weekend or night work may also be required.

Requirements

High levels of professionalism and integrity.
Strong interpersonal skills and ability to work with peers.
Exceptional customer service skills.
Exceptional written, verbal, and interpersonal communication skills.
Strong business acumen and analytical competence.
Excellent problem-solving skills.
Maintain a professional attitude and appearance.
Working knowledge of videoconferencing standards.
Ability to troubleshoot audiovisual conferencing systems.
Working experience with videoconferencing platforms such as Teams, WebEx, and Zoom.
Working experience with Cisco and Poly codecs.
Working experience with Cisco and Poly MCU and control systems, and Crestron control systems.
Valid U.S. driver’s license.
Willingness to complete background checks and drug tests required by current or future contracts.
Must be able to pass suitability requirements.
Ability to lift and carry objects up to 50 lbs.
Frequent sitting, standing, and walking.
Domestic travel requiring multi-night stays within and at times outside the local work area.

Responsibilities

Communicate with end users to diagnose and resolve issues.
Respond urgently to customer correspondence.
Perform Tier 1–3 troubleshooting of nonfunctional audiovisual equipment.
Assist with setup and support of high-level, multi-room events.
Escalate technical issues found in rooms and conduct break/fix repairs.
Assist with preventative maintenance checks.
Provide basic equipment training to client personnel.
Service and return endpoints for maintenance issues and resolution.
Own endpoint success in the designated region, including software updates, firmware upgrades, onboarding, testing, and end-user training.
Participate in root-cause analysis of technical issues to assist with trouble-ticket resolution.
Update and recommend process and procedure changes to improve customer support and resolve issues accurately and promptly.
Accurately gather and manage data in central repository tools.
Communicate customer issue status to project managers, account managers, maintenance implementation managers, engineering staff, and sales.
Measure customer satisfaction, identify service improvements, deliver solutions, and implement long-term improvement plans across the customer’s on-site support team.
Escalate issues beyond the position’s capabilities or that may be potentially sensitive.
Perform other duties as assigned.