TechOps - Representative

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 TechOps – Representative who's primary responsibility is to provide a high level of customer service and support to internal and external customers.

The Representative will provide remote support by creating customer incident tickets, identifying problems, and troubleshooting issues adhering to internal and external SLAs. They will also provide remote support for our Managed Services Meet & Greets as well as Live Events.

This position handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

Duties and Responsibilities:

This position will troubleshoot issues, make recommendations to internal parties and customers to ensure resolution of problematic situations. This position requires regular planning and teamwork to support customer needs. This position will regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues.

• Answer technical and logistical questions pertaining to video conferencing and collaboration services
• Maintain records of technical support requests and specific needs for various customers
• Communicate with end users to assist with diagnosing and repairing audio and video issues remotely
• Respond with a sense of urgency when receiving customer correspondence
• Maintain vigilance with Proactive Monitoring Platforms for Endpoint and Infrastructure Alerts
• Management of endpoints and devices via OEM Portals
• Ensure all assigned trouble tickets are resolved to customer satisfaction
• Provide a white glove service for our Managed Services Meet & Greet/Live Assist meetings.
• Interact with partners and vendors to determine and resolve customer issues
• Participate in root-cause analysis
• Utilize and Maintain the Tech Ops Knowledge Database
• Working with internal and external resources to arrange for dispatch of personnel
• Working with internal and external resources to ship appropriate hardware
• Upgrading or downgrading software to ensure functionality and increased customer satisfaction
• Pursue Research and Training as needed to better support clients and provide technical feedback
• Other duties as assigned

Skills and Abilities:

• Customer Focus
• Ownership
• Responsibility
• Communicate effectively through written word or verbally
• Adaptability and Flexibility
• Analysis and Reasoning
• Attention to Detail
• Integrity
• Professionalism
• Problem Solving/Critical Thinking
• Relationship Building
• Results Focused
• Stress Tolerant
• Task Prioritization (Load balancing)
• Self-Motivated
• Working with a Team
• Tact
• Microsoft Office Applications such as MS Word, Excel, Outlook and MS Project
• OEM Device Management Platforms – MS Endpoint Manager, MS Teams Admin Center, Webex Control Hub, Poly Lens, Crestron XIO, etc
• Type 60 WPM

Education and Experience:

• Strong working knowledge of Video Conferencing standards
• Troubleshooting of AV systems
• Microsoft Teams Administrator – MS 700
• Microsoft 365 Fundamentals – MS900
• Modern Desktop Administrator Associate – MD100/101
• ServiceNow or relatable ITSM platform
• Pexip
• Poly
• Cisco Collaboration Suite
• Cisco WebEx platform
• Microsoft Teams
• Microsoft O365
• Logitech
• Zoom
• Crestron
• Extron

Physical Requirements:

• May require occasional lifting up to 25 LBS
• Requires extensive sitting, standing and walking
• Domestic travel requiring multi-night stays within and at times outside the local work area
• Valid driver’s license
• Must be willing to complete background checks and drug tests as required by current or future contracts
• Must be willing to apply for security clearances, SSA Suitability, and other related clearances to be able to work at certain customer locations.
• Preference (but not mandatory) bi-lingual skills on the following languages:
  • French
  • Portuguese
  • Spanish

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.