at YORK TELECOM CORPORATION in Deerfield, Illinois, United States
Job Description
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 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 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 Service Delivery Manager and On-Site Lead’s for day to day priorities and tasks.Roles & Responsibilities:This position reports directly to the dedicated client Service Delivery Manager. This position will 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. This position will directly own responsibility for endpoint success in the designated region to include 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 position requires a high level of interpersonal and professional skills. This position should have a high level of customer service skills and be able to diffuse and control escalated situations effectively to service the customer. This position should have solid knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations to effectively serve end users. This position requires the ability to resolve customer issues and will be expected to escalate any issues to management or tier 3-4 resources that are above the capabilities of the position or may be potentially sensitive. This position has no direct leadership or supervisory responsibilities, although it will entail a high level of interoperability with the Yorktel management, VNOC, and peers, at times giving direction to them to assist in and resolve issues.Communicate with end users to assist with diagnosing and resolving issuesRespond with a sense of urgency when receiving customer correspondenceAssist in the set up and support of high level, multi room eventsEscalate any technical issues found in the rooms and conduct break/fixAssist in the preventative maintenance checksProvide basic training of equipment to client personnelParticipate 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 toolsOther duties as assignedTechnical Responsibilities:Working knowledge of videoconferencing standardsAbility to troubleshooting of AV Conferencing systemsWorking experience with major videoconferencing equipment such as:Teams, WebEx, Zoom, etcCodec’s Cisco, PolyMCU and control systems from Cisco, Poly, CrestronSkills & Abilities:High levels of professionalism and integrityHigh levels of interpersonal skillsHigh ability to work with peersExceptional customer service s
