SUPPORT DESK ENGINEER

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 Support Desk Engineer to provide quick and effective resolution of hardware and software issues.

Respsonsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Assisting clients over phone, video, and/or client site troubleshooting audio visual and video conference equipment.
• Performing call setups, 1st and 2nd level problem determination as needed using designated client tools and procedures for audio/visual & video conferencing equipment.
• Troubleshooting skills for commercial audio/visual systems, video conferencing systems, and platforms including:
  • Crestron Flex Video Conference Systems, Room Scheduling, AirMedia, DigitalMedia, and XiO
  • Cisco Video Conferencing Appliances, TMS, and Webex Management Platforms
  • Microsoft Teams Rooms
  • Zoom
  • Google Meet
  • Logitech Video Conferencing Systems and Sync
  • Lenovo ThinkSmart Appliances and Manager
  • Biamp Audio/Visual Appliances and Tesira Software
  • Poly Video Conferencing Appliances and Lens
• Managing designated videoconferencing & audio/visual facilities, systems maintenance, operations, and administration of client standards of video, audio, and web conferencing services.
• Obtaining usage statistics, issue logs, and/or other videoconference & audio-visual collection/reporting systems.
• Provide training and client support to users in the operations of videoconferencing & audio-visual systems.
• Assisting and/or providing guidance to other videoconferencing & audio-visual coordinators.
• Compiling client conference room & AV-VC equipment inventory during preventative maintenance sessions.
• Coordinating videoconferencing & audio-visual activities with client facilities as required (e.g., Company/Department Communication Meetings, Special Events, etc.).
• Creating and modifying user documentation.
• Maintain Kinly's database of AV and VC system documentation.
• Low to mid-level network adjustments to user equipment.

Competencies:

• Excellent oral and written communications.
• Excellent problem solving and troubleshooting skills.
• Effective and responsive customer service.
• Direct telephone interaction with user community and business unit professionals.
• Teamwork; Establishing and maintaining effective working relationships.
• Adaptability; Be flexible to off-hour setup, support requests, or physical redeployment for backup purposes.
• Ability to work effectively under pressure and often independently.
• Display continuous learning in industry and field.
• Abide by operating company dress code.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• Helpdesk or Call Center experience
• Avixa Certified Technology Specialist (CTS)
• Biamp and/or Crestron experience is a plus
• CompTIA A+ is a plus
• CompTIA Network + is a plus
• Cisco CCNA R&S, Cisco CCNA Voice/Video, Cisco Unified Communication experience, Cisco Unified Communication Manager voice experience is a plus
• Bachelor's or Associate's degree in technical discipline, or experience in related field is a plus

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.