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New York, New York, United States · On-site
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New York, New York, United States · On-site
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Provide on-site and remote technical resolution for AV and videoconferencing equipment for a dedicated client. Act as a liaison between the customer and the service delivery team to ensure smooth service delivery and high customer satisfaction.
Requires working knowledge of videoconferencing standards and experience with tools like Teams, Zoom, Cisco, and Poly. Must possess a valid U.S. driver's license and be able to pass background checks and drug tests.
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, account managers, maintenance implementation managers, engineering staff, and sales to keep all parties up to date on the resolution of customer issues.
The position requires a high level of interpersonal and professional skills. This position should have a high level of customer service skills and be able to diffuse and control escalated situations effectively to service the customer. This position should have solid knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations to effectively serve end users. This position requires the ability to resolve customer issues and will be expected to escalate any issues to management or tier 3-4 resources that are above the capabilities of the position or may be potentially sensitive. This position has no direct leadership or supervisory responsibilities, although it will entail a high level of interoperability with the Yorktel management, VNOC, and peers, at times giving direction to them to assist in and resolve issues.
Skills and Abilities:
Technical Job Responsibilities:
Physical Requirements:
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.
A global leader in collaboration, systems integration, and managed services.
Yorktel-Kinly unites two leaders in collaboration, systems integration, and managed services to drive workplace transformation and deliver enhanced end-user experiences for organizations globally. Our combined in-house expertise includes AI-powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling us to operate with even greater agility, efficiency, and precision. With comprehensive capabilities, decades of experience, and expanded delivery teams, we empower global businesses to thrive in the hybrid world. Find out more about Yorktel-Kinly at www.yorktel-kinly.com. Yorktel-Kinly is a trading name used collectively to refer to the businesses within the combined group. Each company within the group continues to operate as a separate legal entity unless otherwise stated. References to Yorktel-Kinly are for marketing and communication purposes only and does not imply legal consolidation, merger, or the transfer of assets, rights, obligations, or liabilities between the respective companies. Any contracts, services, invoices, or legal commitments will remain the responsibility of the individual company issuing them. Formal changes to corporate structure or legal entities, if any, will be communicated in due course.
Offices: 1350 Campus Pkwy, Suite 202, Wall, New Jersey 07753, US · 901 Elkridge Landing Rd, #375, Linthicum Heights, Maryland 21090, US · 33 Upton Drive, Wilmington, MA 01887, US · 1-2 Cedarwood, Chineham Business Park, Basingstoke, Hampshire RG24 8WD, GB · 342 Victory Dr, Herndon, Virginia 20170, US
Based on 7491 listings with disclosed salaries, most engineering jobs in New York pay between $80k–$210k per year. Individual offers vary with seniority, company size, and specialization.
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