Video Teleconferencing Technician

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

This position will report to the Customer Success Manager and be based at the customer’s location in Washington, DC. He/she will interface with the customer directly to perform their role as well as with Yorktel internal departments for support as needed.

The position requires an extremely high level of interpersonal and professional skills. This position should have strong customer service skills. This position should have solid knowledge of VTC/Zoom/WebEx/Teams.

Internal and External Relationship Responsibilities:

This position regularly influences internal and external resources to achieve a mutually desirable outcome for Yorktel’s customers. This position will make recommendations to internal parties and customers concerning issues, shortcomings, and requests to ensure resolution and satisfaction. This position must regularly communicate answers to complex VTC concerns. This position may sometimes handle and protect confidential information. The candidate must have some flexibility in work schedules to meet the business needs of the customer.

• 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 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
• 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.

Technical Responsibilities:

The Video Teleconferencing Technician will be expected to resolve level 1 up to Level 2 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 technology used and how to use it.

• 2-5 years Videoconferencing experience
• 2-5 years A/V experience
• Meet with executives and other professionals to gather requirements/use cases/details for meetings and live events
• Set up and operate equipment such as microphones, sound speakers, video screens, projectors, video monitors, recording equipment, connecting wires and cables, sound and mixing boards for events and functions such a meetings and conventions, presentations, and conferences.
• Support onsite and offsite events and meetings with an emphasis on video teleconferencing.
• Act as technical support for events in all customer venues.
• Create, maintain, and catalog technical system documentation.
• Support system upgrades and associated testing throughout audio visual estate.
• Coordinate equipment repairs/replacement with vendors as needed.
• Compress and digitize audio and video data.
• Ensure the safe storage and integrity of data.
• Maintain inventory of equipment.
• Provide technical assistance and training for AV systems to end users
• Other duties as assigned

Skills and Additional Qualifications:

• Excellent customer service skills
• A team player with clear understanding of Yorktel’s VC business
• 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 Suite
• 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 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.