On-Site Technician

Job Description 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 an On-Site Technician who is responsible for in room and remote resolution support liaising with the Yorktel VNOC and management to ensure smooth delivery of the Managed Videoconferencing Service for a dedicated client. The position will need to be engaged with all key customers, act as a liaison between customer and entire Yorktel service delivery team. Also responsible for measuring customer satisfaction, identifying areas of service improvement, delivering solutions and implementing long term improvement plans across the customers' on-site support team. Reports to On-Site Technical Manager and Customer Success Manager for day to day priorities and tasks Roles and Responsibilities: This position reports directly to the dedicated On-Site Technical Manager. This position will complete tiers 1-3 troubleshooting of any non-functional 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, provide basic training of equipment to client personnel, service & RMA endpoints for maintenance issues and resolution. This position will directly own responsibility for endpoint success in the designated region to include software updates, firmware upgrades, onboarding, testing, and end user training. This position will also be expected to communicate internally with project managers,