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Posted by: Yorktel on Nov 14, 2022


Location:

Baltimore , MD 21201

Job Description:

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 Roving Backfill Technician who is critical to maintain the continuity of services with our customers that have Yorktel On-site resources dedicated to them. This role will accept work schedule from the Yorktel Resource Schedulers and be required to travel throughout the US. This role must have excellent Customer Service skills as they will interface with the customer directly and require a complete understanding of A/V technologies and Video conferencing instilling confidence with our customers to provide excellent service and complete satisfaction.

This position will report to the Director of Field Resource Management. They will receive their schedule from the Resource Analyst team.

This position requires highly developed interpersonal and customer service skills that enable the candidate to diffuse tensions and control situations. Also required is an in-depth and hands-on knowledge of Audio/Visual technologies, video conferencing devices (Polycom/Cisco), basic understanding of infrastructure, and bridge operations – for both operations and troubleshooting.

Internal and External Relationship Responsibilities:

While reporting to the Resource Scheduling Team for scheduling of assignments, the person in this position is placed in the unique position of having to learn the operational procedures and political structure of multiple accounts. They must uniquely be able to operate in one environment today while planning to operate in a different environment tomorrow. Additionally, when not scheduled to a customer site for backfill, this position will work as a field installation technician. Other duties may include:

Travel between customer sites within the US
Multi-night stays are common when you are requested out of state
Ability to learn and perform tasks required of field engineers such as pulling and terminating various cable types, troubleshooting of various A/V equipment and technologies and the replacement of equipment
Provide user training and support
Provide support up to and including VIPs and executives that require a “white glove” approach
Be able to produce detailed reports after each job
Assist customers over the phone to resolve issues
Follow Yorktel established processes and procedures
Key Technical Responsibilities:

Strong working knowledge of H.320 and H.323 videoconferencing standards
Ability to troubleshoot and resolve AV technologies in collaboration spaces
Ability to work with control systems such as AMX, Crestron, Biamp, and Tesira
Advanced Working experience with major videoconferencing equipment such as:
Polycom
Cisco
Microsoft Teams
Logitech Taps
Crestron UC MTR’s
Basic understanding of video infrastructure including, but not limited to bridges, gateways and gatekeepers
Knowledge of Microsoft Office 365
Perform scheduled preventative maintenance on conference spaces A/V technologies
Perform scheduled room checks on all conference spaces
Assist clients with the use of all A/V technologies
Perform basic level repairs including, but not limited to;
Standard connector and terminations
Simple cable replacements (non-conduit run)
Projector bulb replacements
Basic equipment replacement
Monitor replacement (may require additional resource depending on size)
Escalate facilities and other non-related issues to the Customer and/or their responsible providers
Escalate technical issues to the Yorktel Global Support Center
Provide “hands on” support to the Yorktel Global Support Center as needed
Own incidents through resolution
Interact with the customer’s incident management system
Create and maintain SOPs related to all job functions
Skills and Additional Qualifications:

1-5 years’ experience with A/V technology
1-5 years’ experience with video conferencing
CTS certification preferred
High levels of interpersonal skills
High ability to work with peers
Exceptional customer service skills
Exceptional written, verbal and interpersonal skills.
Excellent problem-solving skills
Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook and MS Project.
Will 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
Must be willing to complete background checks and drug tests as required by current or future contracts
Must be willing to apply for and obtain security 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.

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 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.

Education Level:

High school or ged

Pay Rate:

Commensurate with experience

HR. Website URL:

https://www.yorktel.com/about-us/careers/

Security Clearance:

None

Travel Requirements:

Moderate

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About Yorktel

Yorktel is a leading provider of collaborative services and solutions that enhance workforce productivity in the Commercial and Public Sectors. The company offers managed services, concierge services, streaming services, staffing services, installation services, B2B Exchange and interoperability services, hosted services, help desk services, systems integration to include design/build for applications like telepresence, event management and video production. The company operates redundant Video Network Operation Centers, has a 24x7 Help Desk, has a global field force and is supporting customers across 72 countries. Founded in 1985, Yorktel is headquartered in Eatontown, New Jersey, and has locations across the U.S. and in the UK. For more information, visit www.yorktel.com.

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