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 On-Site AV Technician who will be based at the customer's headquarters, location in Chicago, and will look after all Cisco Audio Visual equipment configuration, Cisco Webex Control Hub configuration and potentially Crestron/Microsoft MTR technology at that location as well as other customer sites (remotely). They will interface directly with the customer to ensure complete user satisfaction in their collaboration experience. The AV Technician will be available 5 days a week, Monday through Friday, during regular customer business hours and will be expected to be on-site at customer headquarter building or work remotely if building conditions do not allow employees on-site.

This position reports directly to the dedicated client Service Delivery 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, 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. The AV Technician will be expected to maintain awareness of changes in the environment and to leverage training opportunities to remain current on the technology stack and to be on the lookout for emerging capabilities or features that may benefit the customer.

Roles & Responsibilities:

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.

This position requires the ability to resolve customer issues and will be expected to escalate any issues to management or tier 3-4 resources that are above the capabilities of the position or may be potentially sensitive. This position has no direct leadership or supervisory responsibilities, although it will entail a high level of interoperability with the Yorktel management, VNOC, and peers, at times giving direction to them to assist in and resolve issues.

• Operate autonomously towards satisfying the needs of the customer. This includes the tech making educated decisions on issues and their potential impact on the customer environment aiming to prevent downtime and/or negative user experience.
• Expected to escalate problems further to internal engineering team or the vendor as needed.
• Primarily intended as the second line of technical support for complex issues and will provide real time troubleshooting support. This may occasionally require first-line call-receipt and triage and/or working with larger technical teams to assess and diagnose problems.
• Required to work with vendors and submit, track and escalate issues to ensure timely resolution.
• Communicate status and provide timely updates based on the severity and classification of the issues.
• Communicate with end users to assist with diagnosing and resolving issues.
• Provide on-site support to clients in the Chicago area, ensuring optimal performance and swift resolution of issues.
• Collaborate with the Customer Experience team and technical teams to understand and fulfill customer requirements.
• Assist in the set up and support of high level, multi room events.
• Assist in the preventative maintenance checks.
• Provide basic training of equipment to customer personnel.
• Assist in the documentation of system configurations, procedures, and changes.
• Escalate issues found in the rooms and conduct break/fix resolution and communicate as needed to the Service Delivery Manager, participating actively in problem-solving.
• Adhere to Yorktel's policies, safety guidelines, and industry best practices.
• Attend training sessions and workshops to keep up to date with the latest technologies and trends.
• Handle incident and service requests and resolve within the agreed Service Level Agreement.
• Assisting with diagnosing faults and providing complete resolution to customer satisfaction.
• Ensure systems are optimally configured and information contained is current.
• Assist with services regarding adds/moves/changes to users’ profiles and devices through Yorktel’s systems or ticketing systems.
• Monitor auto notifications of changes that are customer impacting and follow Change Management process if needed.
• Manage requests and incident tickets.

Skills & Abilities:

• Working knowledge of videoconferencing standards.
• Working knowledge of Cisco Webex Control Hub.
• Ability to troubleshoot AV Conferencing systems.
• Working experience with major videoconferencing equipment such as: Teams, WebEx, Zoom etc., and Codec’s Cisco, Poly, MTR’s
• MCU and control systems from Cisco.
• Knowledge and understanding of Voice network system requirements and standards.
• Protocols: TCP/IP, IP subnetting, VLAN’s, Ethernet, DHCP, DNS, QoS, SIP, H.323
• Basic understanding of IP telephony, VoIP, SIP, or related technologies.
• High levels of professionalism and integrity
• 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 always.
• Strong troubleshooting skills and ability to work under pressure.
• Ability to work both independently and as part of the Customer Experience team.

Education & Experience:

• High School Diploma or equivalent required; Associate's or Bachelor's degree in IT, Telecommunications, or related field is a plus.
• 3 years of experience in an AV support role, onsite customer support experience preferred
• Candidate should have solid knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations to effectively serve end users.
• A Certification or equivalent is a plus, but not required.
• Any background in Data Network technologies such as routers, switches and firewalls are a plus.

Physical & Additional Requirements:

• Must have a valid driver's license and reliable transportation, as this role requires travel to client sites within Chicago.
• Requires extensive sitting, standing and walking.
• Domestic travel requiring multi-night stays within and at times outside the local work area.
• 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.