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 Collaboration Support Technician who will be based onsite at a customer's new, soon-to-be-occupied headquarters and will be responsible for video conferencing, conference room technology, collaboration software such as Microsoft Teams, Zoom, and Cisco Webex on both Windows and Mac, as well as mobile collaboration on iOS and Android for the mentioned platforms. Core projects and work for the Collaboration Support Technician will focus on the day-to-day support of Collaboration Rooms and collaboration software tools like Microsoft Teams and Zoom.Roles & Responsibilities:The Collaboration Support Technician will perform the following duties at the assigned location during an 8-hour workday, Monday through Friday, with the possibility of supporting events outside of regular work hours and on weekends:
- Regularly influence internal and external resources to achieve mutually desirable outcomes for Yorktel's customers.
- Make recommendations to internal parties and customers concerning issues, shortcomings, and requests to ensure resolution and satisfaction.
- Communicate answers to complex AV concerns effectively.
- Handle and protect confidential information as needed.
- Act as a service advocate to promote the use of video collaboration rooms/systems.
- Coordinate with users and configure VTC systems to establish connections with remote users, ensuring optimal audio, video, content sharing, recording, etc.
- Quickly troubleshoot and isolate VTC issues/problems.
- Perform preventative maintenance and checks on collaboration rooms.
- Coordinate with vendors, service providers, and internal management groups (e.g., network, VTC, desktop support) to report and resolve issues promptly.
- Work closely with installation vendors as needed to resolve issues across the customer site.
- Meet with executives and other professionals to gather requirements, use cases, and details in preparation for meetings/events.
- Consult with and provide assistance to managers, instructors, and functional employees related to the VTC presentation of information through visual media.
- Provide:
- End-user training on applicable collaboration solutions.
- Live meeting support directly to end users.
- Additional support when required for all company events.
- Furnish reports as needed on projects and workload to support deliverables.
- Document, follow up, and accurately record incident work history through a ticketing system.
- Proactively manage and track equipment inventory to ensure CMDB accuracy.
- Create and maintain SOPs and a run book related to job functions.
- Fully understand the customer environment and provide recommendations for improvements to meet the client's desired outcome, while identifying potential opportunities for Yorktel.
Leadership & Supervisory Responsibilities:
Skills & Abilities:
- High level of interpersonal skills.
- Excellent customer service skills
- Strong problem-solving skills
- Ability to multitask
- Capability to resolve customer issues and escalate situations appropriately to the correct channels
- Ability to interact professionally and confidently with senior executives
- Experience providing VIP-level white glove services for meetings, training, and events
- Excellent verbal and written communication skills
- Proficient in Microsoft Office Suite
Education & Experience:
- Bachelor's degree or equivalent work experience
- 5+ years of experience supporting, troubleshooting, and installing video conferencing and audio/video technologies, including:
- Webex, Google Meet, BlueJeans meetings
- Cisco, Poly, and other SIP/H323 video conferencing endpoints
- Microsoft Teams and Microsoft Teams Room devices
- Zoom Rooms and Zoom Administrative Portal
- Conference room controls and AV equipment (Crestron, Extron, etc.)
- Knowledge of Sound structure, QSC, and Biamp
- Basics of audio mixers, rewiring, and connections
Additional Requirements:
- May require occasional lifting (up to 25 lbs)
- Requires extensive sitting, standing, and walking
- Limited travel within and at times outside the local work area may be required.
- 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.