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Site Lead AV Technician

2 months ago

Tampa, United States York Telecom Corporation Full time
Job DescriptionJob Description

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 Site Lead AV Technician who will be a key role in the support of the assigned customer. This position is client facing and must be professional with a strong customer service attitude. The Site Lead will be charged with managing all aspects of their assigned site as well as supervising any other technicians assigned to their site regarding this service.

Roles & Responsibilities:

  • Deliver outstanding customer service to clients.
  • Assist clients with collaboration technology and processes.
  • Train clients on collaboration tools and processes.
  • Support various collaboration technologies, including Microsoft Teams, WebEx, Zoom, and "MeetUp" devices.
  • Assist with end-user processes such as scheduling meetings, requesting support, and basic technology use.
  • Troubleshoot technical issues, including power cycling/rebooting devices, swapping cables, re-terminating cables, major equipment swaps, and signal flow analysis. Some tasks may require working on a ladder.
  • Escalate unresolved issues to the Supervisor or designated resource.
  • Forward non-collaboration technology issues to the appropriate parties.
  • Conduct weekly room checks and quarterly preventative maintenance following established procedures.
  • Track and report all technology requests in the Client’s Incident Management System. Update and close tickets upon resolution.
  • Provide event support as scheduled and requested.
  • Prepare and lead training sessions for the team.
  • Compile and deliver reports (weekly, monthly, quarterly, and annually) as needed.
  • Submit a weekly status report to the Supervisor.
  • Oversee on-site AV technicians, including freelance staff.
  • Manage time entries, PTO requests, overtime, and backfill needs.
  • Supervise all meetings in defined Managed Room spaces.
  • Maintain and manage equipment and meeting room inventories.
  • Provide Managed Room Support.
  • Review and create process documents with the Supervisor.
  • Provide out-of-hours support as needed and approved by the Supervisor.

Skills & Abilities:

  • Complete understanding of IP networking
  • Complete understanding of A/V signal flows
  • Ability to work as part of team and as an individual
  • Familiar with Microsoft Office Products (Teams, Outlook, Excel, Word, PowerPoint)

Education & Experience:

  • Bachelor’s Degree preferred.
  • CTS Certification preferred; CTS-I and CTS-D certifications are a plus.
  • 5+ years of experience with troubleshooting technical issues, preferably on A/V equipment and/or IP connected devices
  • 1-3 years of experience in a customer facing position.
  • 2+ years of experience managing people.

Additional Requirements:

  • Ability to lift and carry up to 50 lbs.
  • Ability to walk and be on your feet for long periods of time.
  • Some overtime is required, as allowed by local labor law.
  • Some local travel required.
  • Climbing of ladders, up to 10 feet/3 meters
  • Requires extensive sitting, standing, and walking.
  • Must be able to speak and understand English.
  • Valid driver’s license.

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.