On-site technician job 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 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. 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. Responsible for overall team coordination of coverage for providing excellent support.

This position reports directly to the Client's Program Success Manager. This position will complete level 1&2 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 act as a local onsite contact security escort, and logistics coordinator for existing and new projects. 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 an extremely high level of interpersonal and professional skills. This position should have the highest 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 should be able to independently and effectively measure customer satisfaction as well as track and implement improvement plans while also leading the team in adopting and training high level customer service skills.

This position requires the ability to resolve customer issues and will be expected to escalate any issues to management 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. This position is expected to lead the team in measuring and achieving the highest level of customer satisfaction.
Internal and External Relationship Responsibilities:
This position regularly influences internal and external customers to achieve a mutually desirable outcome. This position will make recommendations to internal parties and customers with regard to concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team members. This position requires regular planning and team work in order to assist with the coordination of resources within Yorktel to support incoming customer issues. This position requires regular planning and team work in order to assist with the coordination of resources within the team and outside of the team to support various projects throughout the organization. This position must regularly communicate answers to complex questions and respond to detailed inquiries. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.
Communicate with end users to assist with diagnosing and resolving issues Respond with a sense of urgency when receiving customer correspondence 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 Assist in the preventative maintenance checks Provide basic training of equipment to client personnel Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets. Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner. Assist with testing, new implementations, new products, Managed Services Certification, onboarding, and maintenance requirements and requests Evaluate hardware, monitoring systems and tools Accurately gather and manage data is central repository tools Other duties as assigned
Technical Responsibilities:
The Level 2 VTC Technician will be expected to resolve level 1 & 2 technical issues, and will be expected to assist in the diagnosis and resolution of higher level issues. They must also have a solid understanding of the technology used and how to use it.
Working knowledge of videoconferencing standards Ability to troubleshooting of AV Conferencing systems Working experience with major videoconferencing equipment such as: Teams, WebEx, Zoom etc Codec’s Cisco, Poly MCU and control systems from Cisco, Poly, Crestron ISDN Network Infrastructure and Implementation (BRI and T1) H.323 Endpoints, Gateways, MCU’s, and Gatekeepers
Skills and Additional Qualifications:
High levels of professionalism and integrity High levels of interpersonal skills High ability to work with peers Exceptional customer service skills Exceptional written, verbal and interpersonal skills Strong business acumen and analytic competence Excellent problem solving skills Professional attitude and appearance at all times 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 U.S. driver’s license Must be willing to complete background checks and drug tests required by current or future contracts
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.

Signing Bonus UP TO $5,000

Job Summary:

This position is responsible for the repair of Mining machines at customer Mine Site , component assemblies, and parts in the shop and field, including diagnosing, parts ordering, technical report writing, warranty reporting, maintaining care of company assets, and proper communication with others.

Responsibilities:

• Repairs equipment and components, including

1. Development of a repair plan and sequence
2. Determining necessary parts, materials, tooling, etc.
3. Performing repairs properly and safely, with proper quality assurance testing of repair component or system and machine

• Maintains and completes all necessary reports legibly and in a timely fashion for parts ordering, special tooling usage, daily service reports, and work order closure
• Communicates progress of repair with direct supervisor as required
• Retrieves and returns parts and/or materials through Company’s parts ordering system
• Retrieves and returns special tools through Company’s Tool Room. Maintains proper care and use of special tools including major shop equipment, such as but not limited to, air compressor, cleaning tanks, overhead and jib cranes, etc.
• Uses Company vehicle, service truck, and fuel cards properly
• Maintains work area and/or service vehicle in a safe and clean manner
• Maintains tools and tool carrier in a safe, productive and updated manner
• Follows all company policies and procedures
• Observes all safety guidelines
• Performs other tasks as requested by manager

E ducation/E xperience/Skills:

• Mine Site experience
• High School Diploma or G.E.D. equivalent
• Associate Degree in Diesel or Equipment Technology or four (4) Years of apprenticeship experience
• Technician Classification is based on experience, knowledge, and competence

Physical Demands:

• While performing the duties of this job, the employee is required to sit, stand, walk, and use hands to finger, handle, or feel. Also, employee is required to reach with hands and arms, climb or balance, stoop, kneel, lift, crouch, or crawl, as well as talk and hear.
• The physical demands described above are representative of those that must be met by an employee to successfully perform the essential function of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

While performing the duties of this job, the employee is frequently exposed to wet and/or humid conditions and moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles, outside weather conditions, extreme cold, extreme heat, and vibration. The noise level in the work environment is moderate to loud.

• Experience as Community Maintenance Technician or equivalent
• Must be able to speak, write, and understand conversational English
• HVAC Certification a plus
• Understanding building codes set forth by cities and counties
• Possession of industry standard proper tools required
• Possession of personal transportation vehicle, including a valid California driver’s license and valid proof of insurance
• High School Diploma
• Pass background check and drug screening. (A conviction will not necessarily disqualify you.)
• Possession of required tools:

- Air Compressor
- Drywall Knife
- Electric Tester
- Flashlight
- Grinder
- Hammer
- Hammer Drill
- Impact Drill
- Ladder (4' - 6')
- Level
- Miter Saw
- Nail Gun
- Pliers
- Pry Bar
- Razor Knife
- Sawzall
- Screw Drivers
- Skill Saw
- Stud Finder
- Wire Cutter(s)
- Wrenches

Physical Requirements

• Daily operate personal motor vehicle
• Frequently sit, stand, climb stairs and ladders, squatting/kneeling, push, pull, reach above shoulder, grasp, grip, turn (tools and equipment)
• Frequently lift, up to 50 pounds; occasional team lifts of 100 lbs. or more.
• Frequent use of eyes, including the ability to assess via, close vision, distance vision, color vision, depth perception and ability to focus
• Frequently use hands and fingers
• Frequently speak and hear
• Regular exposure to outdoor elements

Benefits include

• Health Insurance
• 401k
• Paid Vacation and Holidays

Salary is based on experience: $24.00 per hour

Possession of personal transportation vehicle, including a valid California driver’s license and valid proof of insurance is a minimum requirement.

Job Type: Full-time

Pay: $24.00 per hour