TechOps - Representative

York Telecom Corporation•Wall Township, NJ

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 a TechOps – Representative who's primary responsibility is to provide a high level of customer service and support to internal and external customers. The rep will provide remote support by creating customer incident tickets, identifying problems, and troubleshooting issues adhering to internal and external SLAs. They will also provide remote support for our Managed Services Meet & Greets as well as Live Events. This position handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures. Roles & Responsibilities: This position will troubleshoot issues, make recommendations to internal parties and customers to ensure resolution of problematic situations. This position requires regular planning and teamwork to support customer needs. This position will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues.

Requirements

Customer Focus
Ownership
Responsibility
Communicate effectively through written word or verbally
Adaptability and Flexibility
Analysis and Reasoning
Attention to Detail
Integrity
Professionalism
Problem Solving/Critical Thinking
Relationship Building
Results Focused
Stress Tolerant
Task Prioritization (Load balancing)
Self-Motivated
Working with a Team
Tact
Microsoft Office Applications such as MS Word, Excel, Outlook and MS Project
OEM Device Management Platforms – MS Endpoint Manager, MS Teams Admin Center, Webex Control Hub, Poly Lens, Crestron XIO, etc
Type 60 WPM
Strong working knowledge of Video Conferencing standards
Troubleshooting of AV systems
Microsoft Teams Administrator – MS 700
Microsoft 365 Fundamentals – MS900
Modern Desktop Administrator Associate – MD100/101
ServiceNow or relatable ITSM platform
Pexip
Poly
Cisco Collaboration Suite
Cisco WebEx platform
Microsoft Teams
Microsoft O365
Logitech
Zoom
Crestron
Extron
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 driver’s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearances, suitability, and other related clearances to be able to work at certain customer locations.

Nice To Haves

Preference (but not mandatory) bi-lingual skills on the following languages:
French
Portuguese
Spanish

Responsibilities

Answer technical and logistical questions pertaining to video conferencing and collaboration services
Maintain records of technical support requests and specific needs for various customers
Communicate with end users to assist with diagnosing and repairing audio and video issues remotely
Respond with a sense of urgency when receiving customer correspondence
Maintain vigilance with Proactive Monitoring Platforms for Endpoint and Infrastructure Alerts
Management of endpoints and devices via OEM Portals
Ensure all assigned trouble tickets are resolved to customer satisfaction
Provide a white glove service for our Managed Services Meet & Greet/Live Assist meetings.
Interact with partners and vendors to determine and resolve customer issues
Participate in root-cause analysis
Utilize and Maintain the Tech Ops Knowledge Database
Working with internal and external resources to arrange for dispatch of personnel
Working with internal and external resources to ship appropriate hardware
Upgrading or downgrading software to ensure functionality and increased customer satisfaction
Pursue Research and Training as needed to better support clients and provide technical feedback
Other duties as assigned