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Site Lead Av Technician

4 months ago

Redwood City, United States Yorktel Full time

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 Tech, which is 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 techs assigned to their site. regard to this service.

**Roles and Responsibilities**:
This position shall have the following responsibilities:

- Provide excellent Customer Service to the client.
- Provide client assistance to support collaboration technology or process.
- Provide client training on collaboration technologies and processes.
- Provide support on all collaboration technologies including, but not limited to:

- Microsoft Teams, WebEx, Zoom, etc.
- “MeetUp” devices of various models
- Provide end-user support on process:

- Scheduling meetings with technology
- Requesting support
- Basic use of technology
- Troubleshoot technical issues to level 2 capabilities which may include:

- Power cycle/reboot/reset device.
- Swap/exchange cables
- Re-terminate cables as required.
- Major equipment swap
- Technical work that may require working on a ladder.
- Signal flow analysis and troubleshooting.
- Escalate any issues not resolvable to Supervisor and/or appropriate resource as defined by your site location.
- Escalate any issues outside of collaboration technology to the appropriate parties.
- Perform weekly room checks following established process.
- Perform quarterly preventative maintenance checks following established process.
- Maintain and report on all technology requests within Client’s Incident Management System.
- Ensure all assigned tickets are updated and closed once resolved
- Provide and lead event support, as requested and scheduled.
- Provide additional training to team.
- Provide collate and provide reporting (weekly/monthly/quarterly/annual) as required.
- Provide supervisor with a weekly status report.
- Provide support out of hours (which may require overtime) as requested and approved by supervisor.
- Manage all other on-site AV technicians assigned to the site, including freelance staff that may be utilized.
- Manage time entries, PTO requests, OT and backfill needs.
- Manage all meetings that occur in a defined Managed Room space.
- Maintain and manage equipment spares inventory.
- Manage meeting room inventory.
- Provide Managed Room Support.
- Review, create (with supervisor) Process documents.

**Skills and Abilities**:

- 5+ years’ experience working with audio/visual equipment.
- 5+ years’ experience with troubleshooting technical issues, preferably on A/V equipment and/or IP connected devices
- 1-3 years’ experience in a customer facing position.
- 2+ Years’ experience managing people.
- Complete understanding of IP networking
- Complete understanding of A/V signal flows
- Ability to work as part of team and as an individual
- Ability to lift and carry up to 30 pounds/25 kilos.
- Ability to walk and be on your feet for long periods of time.
- Some overtime required, as allowed by local labor law.
- Some local travel required.
- Climbing of ladders, up to 10 fee/3 meters
- May require occasional lifting (up to 50lbs).
- Requires extensive sitting, standing, and walking.
- Familiar with Microsoft Office Products (Teams, Outlook, Excel, Word, PowerPoint)
- Valid Driver’s License.

**Education and Qualifications**:

- Bachelor’s Degree preferred.
- CTS Certification required or obtained within 6 months from starting position.
- CTS-I and CTS-D certifications preferred.

**Physical Requirements**:

- Ability to lift up to 50 lbs
- Must be able to speak and understand English.

Join us and you will enjoy an excellent salary and benefits package, including 401k and Flex 125 plans.