Conference Engineer York Telecom
Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Experienced (Non-Manager)
Education : High School or equivalent
Skill : Customer Service -> Call Center, Frontline Support
Category : Business/Strategic Management
Job Description :
At Yorktel we don?t make video, we make video work. We design, integrate and manage world-class video solutions that enable visual communications ? anytime, anywhere, anyway. From video conferencing to streaming video, media services to digital signage, Yorktel makes video work ? for you. Our philosophy is clear: Simplify. Innovate. Connect.
The Conference Engineer is accountable for the setup, management and support for enhanced video conferencing services including video bridging platforms and desktop video applications. The Conference Engineer must be able to reserve, manage and support Yorktel Managed Services with a high level of customer satisfaction. The Conference Engineer works with both customers and internal staff concerning all video conferencing related services and customer support.
This position reports directly to the Conference Operations Manager. The Conference Operations Manager will provide direction and support to the Conference Engineer in regard to the following area: client assignments, new Yorktel products and services, conference engineering procedures and guidelines, advanced technical escalations, career development, and escalation issues. This position will work directly with the Sr. Conference Engineer for day to day project guidance and prioritization
Depth of Knowledge Required:
Appropriate audiovisual knowledge including, but not limited to various audiovisual software and hardware associated with video conferencing standards. Ability to communicate effectively with clients of various knowledge levels.
Authority and Decision Making Capabilities:
This position will work with the Sr. Conference Engineer to prioritize work load and delegate the appropriate work to meet the needs of the client. This position will also have the responsibility and authority to assist the client in the support of enhanced video conferences. Resolution of client in conference issues will be within the Yorktel guidelines of established policies and procedures
Internal and External Relationship Responsibilities:
This position regularly communicates to internal and external customers to achieve a mutually desirable outcome. This position will trouble shoot conference issues, make recommendations to internal parties and customers in regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned clients. This position will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues during high pressure situation such as in conference support. This position handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.
Provision and conduct video conferences using multiple video bridging platforms including Polycom, Cisco and Radvision.
Have a high level of understanding and support skills for video hardware and software utilized with video conferencing.
Manage all video conferences from start to finish following any special instructions and providing assistance as necessary.
Provide the necessary follow-up on quality issues.
Maintain a customer-oriented manner and professional relationship with internal and external customers.
Effectively and professionally document customer issues.
Handle all aspects of post call coordination including the preparation of recorded media and provides necessary follow-up for quality issues to the Manager or technical support when necessary.
Continuously communicate with the Management team to ensure customer issues and concerns are handled appropriately.
Respond to customers inquiries and provides information concerning available services and features to the customer.
Handle incoming Helpdesk support questions in a timely and professional manner
Assist in the creation of SOP?s for the Service Desk
Understanding of Yorktel product and service offerings
Other duties as assigned
Job Requirements :
Key Technical Responsibilities
Must have technical knowledge of Polycom Systems, Tandberg/Cisco Systems, AMX, Creston, and other audio and video technologies
Working knowledge of projectors, microphones, speakers, LCD/Plasma Displays, Audio and Videoconferencing systems.
Knowledge of signal flow and troubleshooting.
Deep knowledge of integration, room technologies and various vendor offerings
Certifications with AV Industry leaders desirable (Polycom, Cisco, Extron, AMX, Crestron, Biamp, etc)
Experience in Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning,
Facility coordination or Networking systems preferred.
Skills and additional qualifications:
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
Maintain a professional attitude and appearance at all times
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
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
Valid U.S. driver?s license
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations.
Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.
It is our policy to employ qualified persons without regard for race, creed, color, national origin, nationality, ancestry, age, sex, marital or domestic partnership status, sexual orientation or disability. Individuals are considered for employment, promotion, or training solely on their ability to perform the essential functions of the position. Minorities and women are encouraged to apply.
Offer Relocation : No
||81 Corbett Way |
Eatontown, NJ 07724