Job Description

Job Description

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 a Senior AV Technician who will be a key role in the support of the assigned customer. This position is client facing, including Senior Executives, and must be professional with a strong customer service attitude. The Senior AV Technician will work with the Site Lead and other techs assigned to their site to provide excellent support of the clients.

Roles & Responsibilities:

• Provide excellent customer service.
• Provide client assistance to support collaboration technology and/or process.
• Provide support on all collaboration technologies including, but not limited to:
  • Microsoft Teams
  • Meetup devices
  • Owl video devices
  • Webex
  • Zoom
• Provide end-user support on process:
  • Scheduling meetings with technology
  • Requesting support
  • Basic use of technology
• Provide end-user training as requested.
• Troubleshoot, through level 2, all issues to capability and resolution.
  • Replacement of equipment
  • Termination of cabling
  • Complex troubleshooting
  • Ability to read and understand signal flows
• Escalate issues, as required, to necessary parties following process.
• Weekly room checks
• Quarterly room preventative maintenance
• Maintain and report on all technology requests and/or issues within Client’s Incident Management System.
  • Ensure all assigned tickets are updated and closed once resolved.
• Provide standard weekly, monthly and quarterly reports as required and on-time.
• Maintain and manage equipment spares inventory.
• Manage meeting room inventory.
• Provide event support, as requested and scheduled.
• Provide additional training and guidance to Jr Techs
• Adhere to all Yorktel policies including, but not limited to:
  • Time keeping
  • Overtime requests and authorizations
  • Vacation and sick time requests
• Adhere to all client policies.

Leadership & Supervisory Responsibilities:

• None

Skills & Abilities:

• Experience interacting with Senior Executive clients
• Maintain confidence and composure under stressful situations
• Complete understanding of IP networking
• Complete understanding of A/V signal flows
• Ability to work as part of team and as an individual

Education & Experience:

• 4-7 years of experience working with audio/visual equipment.
• 4-7 years of experience with troubleshooting technical issues, preferably on A/V equipment and/or IP connected devices
• 1-3 years of experience in a customer facing position.
• Bachelor’s Degree preferred.
• CTS Certification required or obtained within 6 months from starting position.
• CTS-I and CTS-D certifications preferred.

Additional Requirements:

• Ability to lift and carry up to 50 pounds
• Ability to walk and be on your feet for long periods of time.
• Some overtime is required, as allowed by local labor law.
• Must be able to speak and understand English.

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.

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