On-Site Technician

Yorktel; Bridgewater (MA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401k

Flex 125 plans

Job summary

Yorktel is seeking an On‑Site Technician to resolve issues in‑room and remotely, liaise with the VNOC, and ensure smooth delivery of Managed Videoconferencing services for a dedicated client.

The role requires strong customer service, cross‑team coordination, and proactive problem solving, with responsibilities spanning from troubleshooting to end‑user training and regional endpoint ownership.

Qualifications

• Prior experience in AV/VC support and field service.
• Ability to troubleshoot Tier 1–3 imaging/AV equipment.
• Willingness to travel domestically.
• Must have a valid U.S. driver’s license.
• Ability to lift up to 50 lbs and perform physical tasks.

Responsibilities

• Troubleshoot non-functional AV equipment across tiers 1–3.
• Set up and support high-level multi-room events.
• Escalate issues and perform break/fix actions.
• Conduct preventive maintenance checks.
• Provide basic equipment training to client personnel.
• Manage endpoints for maintenance and resolution.
• Coordinate with project managers, account managers, engineering to update on issue resolutions.
• Own endpoint success in the region including updates and onboarding.

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 is 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 the entire Yorktel service delivery team, and measure customer satisfaction, identifying areas of service improvement, delivering solutions, and implementing long‑term improvement plans across the customers’ on‑site support team. Reports to the On‑Site Technical Manager and Customer Success Manager for day‑to‑day priorities and tasks.

Roles and Responsibilities

• 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 preventive maintenance checks.
• Provide basic training of equipment to client personnel.
• Service and RMA endpoints for maintenance issues and resolution.
• Own responsibility for endpoint success in the designated region, including software updates, firmware upgrades, onboarding, testing, and end‑user training.
• 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, strong customer service orientation, and the ability to diffuse and control escalated situations effectively.

• Communicate with end users to assist with diagnosing and resolving issues.
• Respond with a sense of urgency when receiving customer correspondence.
• 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.
• Assist in the preventative maintenance checks.
• Provide basic training of equipment to client personnel.
• Participate 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 in central repository tools.
• Other duties as assigned.

Skills and Abilities

• High levels of professionalism and integrity.
• High levels of interpersonal skills.
• Ability to work with peers.
• Exceptional customer service skills.
• Exceptional written, verbal and interpersonal skills.
• Strong business acumen and analytic competence.
• Excellent problem‑solving skills.
• Professional attitude and appearance at all times.
• May require occasional lifting (up to 25 lbs).
• Requires extensive sitting, standing and walking.
• Domestic travel requiring multi‑night stays within and sometimes outside the local work area.
• Valid U.S. driver’s license.
• Must be willing to complete background checks and drug tests required by current or future contracts.

Technical Job Responsibilities

• Working knowledge of videoconferencing standards.
• Ability to troubleshoot AV conferencing systems.
• Working experience with major videoconferencing equipment such as Teams, WebEx, Zoom, etc.
• Knowledge of codecs (Cisco, Poly).
• Experience with MCU and control systems from Cisco, Poly, Crestron.

Physical Requirements

• Ability to lift and carry objects up to 50 lbs.
• Frequent sitting, standing, and walking.
• Limited weekend and/or night work may be required.
• Must be able to pass suitability requirements.
• Must be willing to complete background checks and drug tests as required by current or future contracts.

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.

We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, Genetic information and testing, family and medical leave, sexual orientation and gender identity or expression, protected veteran status, or any other characteristics protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.