Video Teleconferencing Technician

Job Description

Job Description

The Video Teleconferencing Technician will be based on site at the customer location and will look after conference technology to ensure it is in proper working order. The Tech will also facilitate Zoom Video and Unified Communications (UC) meetings and events. The Tech will interface directly with the customer to ensure complete user satisfaction.

This position will report to the Site Lead – Collaboration Specialist, who reports up to the Customer Success Manager and be based at the customer’s location in Washington, DC. This person will interface with the customer directly to perform their role as well as with Yorktel internal departments for support as needed.

Roles & Responsibilities:

• Influence internal and external resources to achieve desirable outcomes for customers.
• Regularly communicate complex VTC (Video Teleconferencing) concerns and solutions.
• Handle and protect confidential information as needed.
• Maintain flexibility in work schedules to meet customer business needs.
• Act as a service advocate for video collaboration rooms/systems.
• Assist with video booking and connections.
• Adhere to all client and Yorktel procedures and policies.
• Create and maintain Standard Operating Procedures (SOPs) and run books for job functions.
• Perform scheduled checks on all conference rooms.
• Coordinate with users to configure VTC systems for optimal performance, including audio, visual, content sharing, and recording.
• Collaborate with the onsite team to create and maintain user documentation and quick reference guides (QRG) for A/V technology.
• Provide client training on collaboration technology.
• Troubleshoot conference spaces and related technology.
• Escalate facilities and non-related issues to the customer and/or responsible providers.
• Provide hands-on and white glove support as needed.
• Own incidents and facilitate resolution.
• Train new team members with the onsite team.
• Resolve Level 1 and Level 2 support issues and assist with diagnosing and resolving higher-level issues.
• Have a solid understanding of video teleconferencing technology and its use.
• Meet with executives and professionals to gather requirements and use cases for meetings and live events.
• Support both onsite and offsite events and meetings with a focus on video teleconferencing.
• Act as technical support for events in all customer venues.
• Create, maintain, and catalog technical system documentation.
• Support system upgrades and perform associated testing across the audiovisual estate.
• Ensure the safe storage and integrity of data.
• Maintain an inventory of equipment.
• Provide technical assistance and training for AV systems to end users.
• Provide advanced Tier 2 desk side and remote support for end-user systems and peripherals.
• Diagnoses and resolves issues related to Windows OS, network connectivity, AVD performance, SCCM client health, BitLocker recovery, KVM switch functionality, and Intune-managed devices.
• Performs system imaging, patching, and configuration management via SCCM and Intune.
• Manages user accounts, permissions, and group policies in Active Directory and Microsoft 365 environments.
• Collaborates with Tier 3 and Infrastructure teams for escalation support.
• Perform other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Leadership & Supervisory Responsibilities:

• None

Skills & Abilities:

• Influence internal and external resources to achieve desirable outcomes for customers.
• Make recommendations to internal teams and customers to address issues, shortcomings, and requests.
• Regularly communicate complex VTC (Video Teleconferencing) concerns and solutions.
• Handle and protect confidential information as needed.
• Maintain flexibility in work schedules to meet customer business needs.
• Act as a service advocate for video collaboration rooms/systems.
• Assist with video booking and connections.
• Adhere to all client and Yorktel procedures and policies.
• Create and maintain Standard Operating Procedures (SOPs) and run books for job functions.
• Perform scheduled checks on all conference rooms.
• Coordinate with users to configure VTC systems for optimal performance, including audio, visual, content sharing, and recording.
• Collaborate with the onsite team to create and maintain user documentation and quick reference guides (QRG) for A/V technology.
• Provide client training on collaboration technology.
• Troubleshoot conference spaces and related technology.
• Perform basic repairs, including:
• Standard connector and terminations
• Simple cable replacements (non-conduit run)
• Projector bulb replacements
• Basic equipment replacement
• Monitor replacement (may require additional resources depending on size)
• Escalate facilities and non-related issues to the customer and/or responsible providers.
• Provide hands-on support as needed.
• Escalate technical issues to the customer and/or responsible providers.
• Own incidents and facilitate resolution.
• Train new team members with the onsite team.
• Manage and track equipment inventory, ensuring Yorktel’s Configuration Management Database (CMDB) is accurate.
• Serve as the focal point for video and audio conferencing support, providing technical and concierge support as needed.
• Resolve Level 1 and Level 2 support issues and assist with diagnosing and resolving higher-level issues.
• Have a solid understanding of video teleconferencing technology and its use.
• Meet with executives and professionals to gather requirements and use cases for meetings and live events.
• Set up and operate equipment, including microphones, sound speakers, video screens, projectors, video monitors, recording equipment, connecting wires and cables, and sound and mixing boards for events such as meetings, conventions, presentations, and conferences.
• Support both onsite and offsite events and meetings with a focus on video teleconferencing.
• Act as technical support for events in all customer venues.
• Create, maintain, and catalog technical system documentation.
• Support system upgrades and perform associated testing across the audiovisual estate.
• Coordinate equipment repairs and replacements with vendors as needed.
• Ensure the safe storage and integrity of data.
• Maintain an inventory of equipment.
• Provide technical assistance and training for AV systems to end users.
• Perform other duties as assigned.

Education & Experience:

• High School Diploma or Technical Certification; Bachelor's Degree is a plus
• 2-5 years of experience in video conferencing solutions and customer support
• 2-5 years of A/V experience

Additional Requirements:

• May require occasional lifting (up to 25 lbs)
• Requires extensive sitting, standing and walking
• Some travel requiring multi-night stays within and at times outside the local work area
• Occasional overtime as needed
• 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.