AV Technician II

Overview

Yorktel is seeking an AV Technician to join their growing team!

The AV Technician II On-site will be based at the customer location and will look after all AV conference technology at that location to ensure that it is in proper working order. They will interface directly with the customer to ensure complete user satisfaction in their collaboration experience. The position requires a high level of interpersonal and professional skills. This position should have strong customer service skills as well as a solid knowledge of AV and Cisco collaboration technologies to effectively support end users.

This position regularly influences internal and external resources 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 to support incoming Customer issues. 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.

• Act as service advocate to promote the use of video collaboration rooms/systems
• Assist with video booking and connections.
• Adhere to all procedures and policies of both the client and Yorktel
• Create and maintain SOPs and run book related to job functions
• Perform scheduled preventative maintenance on conference spaces A/V technologies.
• Perform scheduled room checks on all conference spaces.
• Coordinate with users and configure VTC systems to establish connections with remote users and ensure optimal audio, visual, content sharing, recording, etc.
• Work with the onsite team to create and maintain user documentation/quick reference guides (QRG) on the use of A/V Technology
• Provide client training on the use of collaboration technology
• Perform troubleshooting on conference spaces and related technology
• • 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
• Provide “hands on” support as needed
• Escalate technical issues to the Customer and/or their responsible providers
• Own incidents and facilitate them through resolution
• Work with the onsite team members to train new resources as well as set up for backfill resources
• Manage and track equipment inventory and ensure that Yorktel’s CMDB is accurate
• Be the focal for video and audio-conferencing support, providing technical and concierge support when required.

The AV Technician II will be expected to resolve collaboration support issues and will be expected to assist in the diagnosis and resolution of higher-level issues. They must also have a solid understanding of the collaboration technology used and how to use it.

• 5+ years’ experience supporting/troubleshooting/installing video conferencing and Audio/Video technologies, including:
  • Zoom, Webex, Google Meets, Blue Jeans meetings
  • Cisco, Poly and other SIP/H323 video conferencing endpoints
  • Microsoft Teams and Microsoft Teams Room devices
  • Zoom Rooms and Zoom Administrative Portal
  • Conference Room Controls and AV equipment (Crestron, Extron, etc.)
  • Condeco Room Reservation platform
• Bachelor’s degree or equivalent work experience
• Experience providing VIP-level white glove services for meetings, training, and events.
• Ability to interact professionally and confidently with senior executives.

• Excellent customer service skills
• A team player
• Excellent communications (Verbal and Written) skills
• Maintain a professional attitude and appearance at all times.
• Excellent problem-solving skills.
• Highly dedicated and organized.
• Superior analytical ability.
• Proficient in the use of Microsoft’s Office…