On-Site Technician

York Telecom Corporation; Whippany (NJ); On-site; USD 80,000 - 95,000; Full time

Job summary

Yorktel is seeking an On-Site Technician in Whippany, NJ to provide in-room and remote resolution support for a dedicated client. You will liaise with the VNOC and service delivery teams to ensure smooth delivery of the Managed Videoconferencing Service and will own endpoint success regionally.

The role involves troubleshooting AV equipment (tiers 1-3), supporting high-level events, performing maintenance, and training client personnel, with travel as needed.

Qualifications

• Experience troubleshooting non-functional AV equipment (tiers 1-3).
• Experience setup and support of high level multi-room events.
• Must have valid U.S. driver’s license and willingness to travel.

Responsibilities

• Diagnose and resolve end-user issues via in-room and remote support.
• Assist in setup and support of high level multi-room events.
• Escalate issues and perform break/fix when needed.
• Perform preventative maintenance checks.
• Provide equipment training to client personnel.
• Collaborate with project managers, account managers, and engineering teams.

Skills

Troubleshooting

Video conferencing

Customer service

Communication

Technical documentation

Driver's license

Team collaboration

Physical stamina

Tools

Cisco codecs

Poly codecs

Crestron

MCU

AV equipment

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

FULL TIME REGULAR Technical Whippany, NJ, US

30+ days ago Requisition ID: 2320

Salary Range: $80,000.00 To $95,000.00 Annually

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 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 On-Site Technical Manager and Customer Success Manager for day to day priorities and tasks

Roles and Responsibilities:

This position reports directly to the dedicated On-Site Technical 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, elevate 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.

• 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 is central repository tools


• Other duties as assigned

Skills and Abilities:

• High levels of professionalism and integrity


• High levels of interpersonal skills


• High ability to work with peers


• 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 at times 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 troubleshooting of AV Conferencing systems


• Working experience with major videoconferencing equipment such as:


• Codec’s Cisco, Poly


• 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.