TechOps - Field Engineer

Job DescriptionJob DescriptionFor 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 Field Engineer who will be the face of Yorktel TechOps Service on client sites to troubleshoot and resolve issues with a wide range of video conferencing solutions and fully integrated AV systems in corporate environments. You will work independently and/or with support from the TechOps Service Desk to investigate user reported issues and monitoring alerts so we can gather information and work towards resolution.

When the Tech is not assigned for FE Dispatch, they’ll be working with the TechOps Desk to work on generating any outstanding documentation that may be required from recent Dispatches as well as providing remote support when needed based on the Tech’s knowledge and expertise. The Tech will be expected to provide technical guidance and troubleshooting steps to the other technicians on the desk, in addition to working with technical client POC’s for Incidents that can be resolved with remote support. In addition to Trip Reports, Case Updates, and Troubleshooting Assistance, the Tech will also be expected to generate Training Documentation for known issues, troubleshooting steps, and “How To” articles for information gathering for upload into our Knowledge Database. The Tech should also be prepared to run in-person and remote training sessions regarding commonly seen hardware and problems to foster continuous growth and knowledge transfer among the team.

Duties/Responsibilities:

This position regularly works within a project team of individuals with varying responsibilities, degrees of expertise and influence. This position will communicate within the team any client, site and/or project specific issues, make recommendations to project team in regard to such issues and ensure agreed upon resolution of issues working closely with project team. This position must regularly communicate answers to complex questions and respond to detailed inquiries regarding technical issues and the resolutions thereof. 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.

• Communicate technical and site-specific information to the Service team in a comprehensive, thorough and detailed manner.
• Interactions with clients and/or job sites to document findings on customer reported issues for detailed Root Cause Analysis
• Provide any and all post Service documentation, including red lined drawings, network information, updated programming, DSP or other device configurations, MAC addresses, etc. back to the Service Desk.
• Perform the installation/replacement and/or configuration of integrated system components, networked Video Conferencing Codecs, networked A/V Control Systems and networked Audio DSP Devices
• Test and confirm operational status of systems prior to Client acceptance; including proper installation, set-up, calibration and operation of DSP-based audiovisual components and networked AV control systems
• Timely communications from the field on Dispatch status including immediate communication of any issues which may impact successful, timely completion of the Service Request
• Perform hands on client training when needed to enhance client knowledge and minimize User Knowledge based Service Requests
• Ensure Customer Acceptance Form is signed and sent back to the Dispatch Team upon client sign off
• Provide a detailed Trip Report detailing all actions taken on-site from arrival to EOD/resolution of the reported issue
• Be capable of working effectively and efficiently with support from other members of the Yorktel Organization and our Partners (TechOps and other YTC Support personnel, client POC’s, Partner FE’s, OEM Support, etc.).
• Communicate effectively with internal staff, client representatives, and subcontractors.
• Be responsible for successfully completing assignments within the available window and communicate effectively with the Service team so we can keep all concerned parties up to speed.
• Conform to company technical standards and practices. Correctly interpret multiple formats of technical specifications, schematic drawings and architectural diagrams.
• Knowledge of and adherence to Yorktel policies and procedures.
• Other responsibilities as assigned.

Leadership & Supervisory Responsibilities:

• This role does not have any Leadership or Supervisory responsibilities

Required Skills/Abilities:

• Exceptional customer service skills for white glove treatment
• Excellent written, verbal, and interpersonal communication skills
• Critical analysis of symptomatic device/system behavior via Troubleshooting to determine Root Cause, Workaround Options, and resolve Trouble Tickets
• Domestic Travel requiring multi-night stays in and outside the local work area
• Valid Passport for international travel, if needed
• Valid U.S. Driver’s License
• Must be willing to complete background checks & drug screenings as required by current or future contracts
• Must be willing to apply for Security Clearances, Suitability, and other related clearances to be able to support certain accounts and sites
• Flexibility in terms of scheduled availability for After Hours and Weekend Dispatches

Education & Experience:

• Tech should have extensive experience with Integrated A/V equipment deployment and troubleshooting. At least 10 years’ experience (preferred) working in the field installing/troubleshooting Control Systems, Audio Optimization, Video Signal Routing, VTC Hardware/Infrastructure, UC Platforms/Apps, and Network Diagnostics in Standalone, Divisible, and Auditorium sized spaces.
• Tech will need a working understanding of network technologies, device level networking, and network topology
• Tech will also be required to have several years’ experience working with Crestron Toolbox, Extron Global Configurator, Biamp TESIRA, Q-SYS, Poly SoundStructure, Wire Shark, Putty, etc.
• Experience is preferred with Crestron XIO & Remote Client, Webex Control Hub, Poly Lens, MS Pro Portal, Teams Admin Center, Utelogy, Centreon, TeamViewer, etc.; as well as our ticketing system ServiceNOW (SNOW; experience preferred, training available)
• Tech should have a solid command of using a PC and be proficient with the MS Suite of applications

Physical Requirements:

• May require occasional lifting; up to 50 lbs
• Requires extensive sitting, standing, and walking
• Ability to work in tight spaces like IDF closets and credenzas

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.

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