Full Job Description
For over 30 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 Technician. The Video Technician will be based at the customer location and look after all video conference technology at that location to ensure that it is in proper working order as well as provide support direct to the end-user. They will be experienced in cloud-based video conference and provide user assistance and training to the clients. They will interface directly with the customer to ensure complete user satisfaction in their collaboration experience. This position will be required to work some federal holidays a year as scheduled with the rest of the team.
This position will be report to the Staffing Lead 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 must have a solid knowledge of cloud-based video services (Zoom, Google Hangouts, Microsoft Skype and Teams) as well as a working knowledge of standard AV systems. This position requires the ability to resolve customer issues and will be expected to escalate required. Additionally, this position will have the authority to take any approved corrective action.
This position regularly influences internal and external customers 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.
Review existing video conferencing technologies in use and develop support structure as we as recommend enhancements.
Create and maintain SOPs and run book related to all Yorktel On-site job functions
Assist client with video meetings
Perform scheduled preventative maintenance on conference spaces.
Perform scheduled room checks on all conference spaces.
Assist clients with the use of all A/V and video technologies.
Provide client training on the use of collaboration technology
Perform troubleshooting, to tier I level, 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 through resolution
Be the focal for video and audio-conferencing support, providing technical and concierge support when required.
Travel to other customer locations, as required
Skills & Additional Qualifications:
The Video Technician will be expected to resolve level 1 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.
2-3 years cloud-based Videoconferencing experience (Zoom, Skype & Teams)
2-3 years A/V experience
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.
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
Requires working on some holidays and possible weekends, as needed and scheduled
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.