Onsite AV Technician

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 Onsite AV Technician who will be based at the customer location in Camden, NJ, onsite Monday through Friday during customer business hours and will look after all AV conference technology at that location under Yorktel support 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. This position will report to the Service Delivery/Program Manager. He/she will interface with the customer directly to perform their role as well as with Yorktel internal departments for support as needed.

Roles & Responsibilities:

This position regularly influences internal and external resources to achieve a mutually desirable outcome. This position will make recommendations to internal parties and customers regarding concerns or issues and ensure resolution of any problems, working closely in conjunction with assigned team members. This position requires regular planning to support incoming Customer issues. This position must regularly communicate answers to complex questions and respond to detailed inquiries. This position may sometimes 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/systems

• Assist with video booking and connections.

• Adhere to all procedures and policies of both the client and Yorktel

• Create and maintain SOPs and run book related to job functions

• Perform scheduled room checks on all conference spaces and track as required

• Coordinate 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 AV Technology

• Provide client training on the use of collaboration technology

• Perform troubleshooting on conference spaces and related technology

• Perform basic level repairs including, but not limited to:

• Standard Connector and terminations

• Simple 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 providers

• Expected to resolve collaboration support issues and will be expected to assist in the diagnosis and resolution of higher-level issues. Must also have a solid understanding of the collaboration technology used and how to use it.

• Provide smart hand support as needed/required

• Assist the PMO with requests for incoming/ongoing project

• Escalate technical issues to the Yorktel Help Desk and Service Delivery/Program Manager

• Own incidents and facilitate them through resolution via ServiceNow

• Work with the onsite team members to train new resources as well as set up for backfill resources

• Manage and track equipment inventory and ensure that Yorktel's CMDB is accurate

• Be the focal for video and audio-conferencing support, providing technical and concierge support when required.

Authority & Decision-Making Capabilities:

• This position requires the ability to troubleshoot and resolve customer issues as well as expected to escalate as required and work with the Yorktel support desk on open issues that require assistance.

Skills & Qualifications:

• High level of interpersonal and professional skills.

• Strong customer service skills as well as a solid knowledge of ServiceNow AV, Poly, Crestron, Teams, and Neat MTR room functionality to effectively support end users.

• A team player.

• Works well under pressure in a fast-paced environment.

• Excellent communication (Verbal and Written) skills.

• Maintain a professional attitude and appearance at all times.

• Excellent problem-solving skills.

• Highly dedicated and organized.

• Superior analytical ability.

• Proficient in the use of Microsoft's Office Suite.

• Experience with ServiceNow.

Education & Experience:

• 3+ years of experience supporting/troubleshooting/installing video conferencing and Audio/Video technologies, including:

• Zoom, Webex, Google Meets, Teams, Blue Jeans meetings

• Poly and other SIP/H323 video conferencing endpoints

• Microsoft Teams and Microsoft Teams Room devices both Android and Windows

• Conference Room Controls and AV equipment (Crestron, Extron, etc.)

• Bachelor's degree or equivalent work experience

• Experience providing VIP-level white glove services for meetings, training, and events.

• Ability to interact professionally and confidently with senior executives

Additional Qualifications:

• May require occasional lifting (up to 50 lbs)

• Requires extensive sitting, standing and walking

• Some travel requiring multi-night stays within and at times outside the local work area

• Valid driver's license

• Must be willing to complete background checks and drug tests 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