at YORK TELECOM CORPORATION in Chicago, 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 AV Technician who will be based at a customer location and will look after all AV conference technology at that location to ensure that it is in proper working order. They will interface directly with the customer to ensure complete user satisfaction in their collaboration experience.Roles & Responsibilities:Regularly influences internal and external resources to achieve a mutually desirable outcome.Make recommendations to internal parties and customers with regard to concerns or issues and ensure resolution of any problems, working closely in conjunction with assigned team members. Requires regular planning to support incoming customer issues. Must regularly communicate answers to complex questions and respond to detailed inquiries. Handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.Act as service advocate to promote the use of video collaboration rooms/systemsAssist with video booking and connectionAdhere to all procedures and policies of both the client and YorktelCreate and maintain SOPs and run book related to job functionsPerform scheduled preventative maintenance on conference spaces A/V technologiesPerform scheduled room checks on all conference spacesCoordinate with users and configure VTC systems to establish connections with remote users and ensure optimal audio, visual, content sharing, recording, etc.Work with the onsite team to create and maintain user documentation/quick reference guides (QRG) on the use of A/V TechnologyProvide client training on the use of collaboration technologyPerform troubleshooting on conference spaces and related technologyPerform basic level repairs including, but not limited to:Standard Connector and terminationsSimple cable replacements (non-conduit run)Projector bulb replacements Basic equipment replacement Monitor replacement (may require additional resource depending on size)Escalate facilities and other non-related issues to the Customer and/or their responsible providersProvide hands on support as needed.Escalate technical issues to the Customer and/or their responsible providersOwn incidents and facilitate them through resolutionWork with the onsite team members to train new resources as well as set up for backfill resourcesManage and track equipment inventory and ensure that Yorktel’s CMDB is accurateBe the focal for video and audio-conferencing support, providing technical and concierge support when requiredSkills & Abilities:Excellent customer service skillsA team playerExcellent communications (verbal and written) skillsMaintain a professional attitude and appearance at all timesExcellent problem-solving skillsHighly dedicated and organizedSuperior analytical abilityProficient in the use of Microsoft’s Office SuiteEducation & Qualifications:5+ years’ experience supporting/troubleshooting/installing video conferencing and Audio/Video technologies, including Zoom, Webex, Google Meets, Blue Jeans meetingsBachelor’s degree or equivalent work experienceCisco, Poly and other SIP/H323 video conferencing endpointsMicrosoft Teams and Microsoft Teams Room devicesZoom Rooms and Zoom Administrative PortalConference Room Controls and AV equipment (Crestron, Extron, etc.)Room Reservation platformsDigital signage solutions Experience providing VIP-level white glove services for meetings, training, and events.Ability to interact professionally and confidently with senior executives.Additional Requirements:May require occasional lifting (up to 25 lbs.)Requires extensive sitting, stan
