Engineer - Video Conferencing Technical Support Specialist York Telecom
Location : Eatontown NJ US 07724
Job Type : Full Time
Shift/Hours : Third Shift (Night)
Career Level : Experienced (Non-Manager)
Education : Bachelor's Degree
Skill : Customer Service -> Call Center, Frontline Support
Category : AV Technology
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 Technical Support Specialist is responsible for maintenance and repair of assigned customer audio and video incidents and service requests. This position will provide remote support and testing of all video and audio systems to determine the root cause of system functionality issues within the customer environment and will complete all assigned incident and service requests to resolution
Strong written and verbal communications internally and externally are essential. The ability research, analyze and compile complex video issues for escalation and attention within the Maintenance organization. This position should have strong knowledge of Audio/Visual technologies and their functionality to effectively service customers. This position should have strong customer service skills and be able to diffuse and control escalated situations effectively to service the customer.
This position will have the authority to provide input on processes and procedures within the department. This position will have the ability to resolve customer issues and will be expected to escalate and assign customer trouble tickets to the appropriate team member that are beyond the Technical Support Specialist?s proficiency.
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will trouble shoot issues, make recommendations to internal parties and customers with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within Yorktel to support incoming Customer issues. This position must will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues. 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.
Answer technical and logistical questions pertaining to video conferencing and collaboration services to ensure proper end user training
Maintain records of technical support requests and specific needs for various customers.
Communicate with end users to assist with diagnosing and repairing audio and video issues remotely.
Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy
Ensures all assigned trouble tickets are resolved to Customer Satisfaction. Trouble shooting includes but is not limited to site testing, report log analysis, vendor trouble ticket reporting and interaction, updating portals, and resolution.
Interact with Partners and Vendors to determine and resolve customer issues with equipment or network incidents.
Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets.
Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner.
Work with internal and external resources to arrange for dispatch of personnel to customer site when necessary.
Responsible for working with internal and external resources to dispatch hardware to customer location as necessary.
Responsible for upgrading or downgrading non-infrastructure software to ensure better functionality and increased customer satisfaction.
Other duties as assigned
Job Requirements :
Key Technical Responsibilities:
The Technical Support Specialist is the second line of technical support for more complex issues. This position will provide real time trouble shooting support to all incoming calls. Must have strong technical knowledge of Polycom Systems, Tandberg/Cisco Systems, Creston, AMX and other audio and video technologies.
Strong working knowledge of H.320, H.323, SIP and TIP videoconferencing standards
Troubleshooting of AV Conferencing systems
Working experience with major videoconferencing equipment such as: Codec?s from Polycom, Legacy Tandberg, Cisco, Vidyo and Radvision etc.
MCU and control systems from Polycom, Legacy Tandberg, Cisco, Vidyo and Radvision etc.
ISDN Network Infrastructure and Implementation (BRI and T1)H.323 Endpoints, Gateways, MCU?s, and Gatekeepers
Experience in Audio Visual Solutions including Videoconferencing, Multimedia, Distance Learning, Facility coordination or Networking systems preferred.
CVE Certification 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.
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 passport; International travel required
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
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