Senior AV/VTC Technician York Telecom
ocation : Cleveland OH US 44102
% of Travel Required : 10-20%
Job Type : Full Time
Shift/Hours : First Shift (Day)
Career Level : Experienced (Non-Manager)
Education : Certification
Skill : Customer Service -> Face-to-Face Support, Frontline Support, Phone 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.
We are currently seeking a Senior AV/VTC Technician with a PCVE to provide excellent customer service and AV/VTC expertise to our video services client and end users as well as supporting Yorktel?s other efforts on the site, such as Maintenance and Integration Support.
---POLYCOM PCVE CERTIFICATION REQUIRED----
This position reports to the Manager of On-Site Client Services at Yorktel. The role entails being able to build and maintain relationships with Clients, assigned AV/VTC and internal Yorktel personnel.This position entails basic troubleshooting of any nonfunctional 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 and provide basic training of equipment to client personnel. This position will also from time to time 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.
The position requires an extremely high level of interpersonal skills. This position should have strong customer service skills and be able to diffuse and control escalated situations effectively to service the customer. This position should have a high level of knowledge of Audio/Visual technologies, infrastructure and knowledge of Bridge operations to effectively service the client.
This position requires the ability to resolve customer issues and will be expected to escalate any issues to Management that are above the capabilities of the position.
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will 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 requires regular planning and team work in order to assist with the coordination of resources within the team and outside of the team to support various projects throughout the organization. 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.
The Senior Technician will not be expected to solely resolve complex technical issues, but will be expected to assist in the diagnosis and resolution of issues. They must also have a high level of understanding of the technology used and how to use it.
Reporting of metrics for team utilization, performance, and ROI analysis
AV support for Executives and VIPs
Excellent customer service skills
Ability to work with others in sometimes stressful and fast-paced environment
Must be highly organized and able to communicate effectively
Ensure that expectations of customers utilizing all on site conferencing facilities are successful
Responsibilities include all aspects of in-room operation, point to point, VTC bridge call launching and presentation assistance
Coordination of furniture configuration per client needs
Handle minor equipment repairs, coordination of major repair work as appropriate
Train customers with basic AV equipment and controls
Assist Technical services with incidents
Provide analysis and feedback to enhance day to day operations
High level customer interaction and conflict resolutions
Build necessary AV cables to support on site needs
Maintain equipment storage areas
Maintain accurate inventory lists of on-site supplies and equipment
Provide Ad hoc end user orientation and training
Ensure high quality customer service at all levels
Answer technical and logistic questions pertaining to video conferencing and collaboration services provided to client
Responsible for knowledge of and adherence to all internal Yorktel policies and procedures
Other duties as assigned
Job Requirements :
POLYCOM PCVE CERTIFICATION REQUIRED
Extensive knowledge of H.320 and H.323 videoconferencing standards
Troubleshooting of AV Conferencing systems
7+ years of experience in the A/V Videoconferencing field
Should have working experience with major videoconferencing equipment such as:
Codecs from PictureTel, Polycom, Cisco, VTEL
MCU and control systems from Accord (Polycom/Cisco) etc.
ISDN Network Infrastructure and Implementation (PRI, BRI, SW56, T3, T1)
H.323 Endpoints, Gateways, MCU?s, Gatekeepers, and Endpoints
Knowledge of projectors, plasma?s and AV peripheral equipmen
High levels of Professionalism and Integrity
High levels of interpersonal skills
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
Proactive and coaching management style
Maintain a professional attitude and appearance at all times
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Limited 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 required by current or future contracts
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.
Note to 3rd party agencies and search firms:
Thank you for your interest in Yorktel. It is our practice to recruit and fill career opportunities through the Human Resources, Corporate Recruiting organization. We ask that you not submit candidates for consideration to us without receiving a formal written request from our Corporate Recruiting organization to do so. All resumes submitted; (with or without use of your agency access credentials) will be deemed unsolicited and as such will not be eligible for placement fees. Thank you and we appreciate your cooperation
Offer Relocation : No
||Cleveland, OH |