TechOps - Specialist

York Telecom Corporation•Wall Township, NJ

About The Position

Yorktel is currently seeking a TechOps – Specialist who will play a vital role in supporting our business operations. This individual is responsible for providing timely, efficient, and effective resolution of hardware and software issues, ensuring a seamless experience for our clients and end users.

Requirements

Strong verbal and written communication skills
Excellent troubleshooting and problem-solving ability
Customer-focused with responsive service mindset
Ability to interact professionally with end users and business teams
Strong teamwork and relationship-building skills
Adaptability to off-hours support and changing priorities
Ability to work independently and under pressure
Commitment to continuous learning and development
Professional appearance in accordance with company dress code
Associate or bachelor’s degree in a technical field preferred, or equivalent experience
Customer service experience required
Call center or helpdesk experience preferred
Ability to read and interpret technical documents and procedures
Ability to write reports and correspondence
Ability to effectively communicate with customers and internal teams
Basic math skills including addition, subtraction, multiplication, division, ratios, and percentages
Ability to follow written and verbal instructions
Ability to troubleshoot issues with multiple variables
Ability to apply practical and cost-effective solutions
Experience with or willingness to learn: Microsoft Office Suite
Microsoft Teams, Zoom, Webex
Windows 10
PUTTY/Telnet
Crestron Toolbox
Biamp Tesira
Shure and Q-Sys software
VPN clients (e.g., Cisco AnyConnect, Pulse, VM Horizon)
Remote support tools (TeamViewer, Quick Assist, AnyDesk)
Additional AV and collaboration technologies as needed
Valid U.S. driver’s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Possible evening or weekend hours or extended daily hours

Responsibilities

Provide support to clients via phone, video, and on-site troubleshooting for audio/visual and video conferencing equipment
Perform call setups and first-level problem determination using client tools and procedures
Troubleshoot commercial AV and video conferencing systems, including but not limited to:
Crestron (Flex, AirMedia, DigitalMedia, XiO, Room Scheduling)
Cisco (Video Conferencing Appliances, TMS, Webex)
Microsoft Teams Rooms
Zoom, Google Meet
Logitech (Video Systems and Sync)
Lenovo ThinkSmart and Manager
Biamp (Tesira)
Poly (Video Appliances and Lens)
Additional AV technologies as needed
Manage and maintain videoconferencing and AV environments, ensuring alignment with client standards
Track usage statistics, issue logs, and reporting data for AV/VC systems
Maintain and update conference room and AV equipment inventory
Coordinate AV and videoconferencing support for meetings and events
Create and update user documentation and system records
Maintain internal databases for AV and VC system documentation
Perform basic network adjustments on user equipment
Other duties may be assigned