Technical Manager

Jobtailor; Cary (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

Jobtailor is seeking a dedicated Videoconferencing Support Specialist to deliver and manage the Managed Videoconferencing Service for a key client in the Cary, NC area. The role covers in-room and remote support, with emphasis on rapid issue resolution and service continuity.

The candidate will liaise with the Yorktel VNOC and the service delivery team, performing Tier 1–3 troubleshooting, coordinating events, and driving ongoing improvements in processes and end-user experience.

Qualifications

• Professional demeanor and integrity.
• Strong customer service mindset and communication.
• Ability to troubleshoot videoconferencing systems and provide resolutions.

Responsibilities

• Resolve in-room and remote issues liaising with VNOC and management.
• Ensure smooth delivery of Managed Videoconferencing for a dedicated client.
• Engage with customers and act as liaison between customer and service delivery team.
• Measure customer satisfaction and identify service improvements.
• Implement long-term improvement plans across on-site support team.
• Manage on-sites associated with the account.
• Troubleshoot non-functional AV equipment (Tier 1–3).
• Assist in setup and support of multi-room events.
• Escalate issues to management or Tier 3–4 as needed.
• Provide basic training of equipment to client personnel.
• Maintain data in central repository tools.
• Other duties as assigned.

Skills

Professionalism

Interpersonal skills

Customer service

Communication skills

Problem solving

Analytical thinking

Team collaboration

Tools

Teams

WebEx

Zoom

Cisco codecs

Poly MCU

Job description

Responsibilities

• Responsible for in room and remote resolution support liaising with the Yorktel VNOC and management
• Ensure smooth delivery of the Managed Videoconferencing Service for a dedicated client
• Engage with all key customers and act as a liaison between customer and the Yorktel service delivery team
• Measure customer satisfaction and identify areas of service improvement
• Deliver solutions and implement long-term improvement plans across the customer’s on-site support team
• Manage the dedicated on-sites associated with the account
• 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
• Own responsibility for endpoint success in the designated region to include 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
• Resolve customer issues and escalate any issues to management or tier 3-4 resources if necessary
• Communicate with end users to assist with diagnosing and resolving issues
• Respond with a sense of urgency when receiving customer correspondence
• 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

Requirements

• High levels of professionalism and integrity
• High levels of interpersonal skills
• High 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
• Valid U.S. driver’s license
• Must be willing to complete background checks and drug tests required by current or future contracts
• Working knowledge of videoconferencing standards
• Ability to troubleshoot AV Conferencing systems
• Working experience with major videoconferencing equipment such as: Teams, WebEx, Zoom etc.
• Codec’s Cisco, Poly MCU and control systems from Cisco, Poly, Crestron
• 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