Onsite AV Technician

Yorktel is currently seeking an On-site AV Technician who will be based at the Client Headquarters location in Chicago and will look after the Client Speedee Labs Cisco Audio Visual equipment configuration and the related Cisco Webex Control Hub configuration at that location. They will interface directly with the customer to ensure complete user satisfaction in their collaboration experience. The AV Technician will be available 5 days a week, Monday through Friday, during regular client business hours and will be expected to be on-site at client Headquarter Building at 110 N Carpenter St, Chicago, IL or work remotely if building conditions do not allow employees on-site.

Client Corporation is announcing the establishment of a new facility, Speedee Labs, which will be focused on driving the customer experience and supporting restaurant teams through innovation, at its global headquarters (MHQ) located at 110 N. Carpenter Street in Chicago's West Loop neighborhood. An example of client commitment to the city of Chicago, this new facility will bring teams from client corporate office and the existing Innovation Center (IC) in Romeoville, IL together in a new innovative environment creating more opportunities for collaboration and end-to-end development of restaurant solutions and technologies.

This position reports directly to the dedicated client Service Delivery Manager. This position will complete tiers 1-3 troubleshooting of any non-functional Speedee Labs AV equipment, 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.

The AV Technician will be expected to maintain awareness of changes in the environment and to leverage training opportunities to remain current on the technology stack and to be on the lookout for emerging capabilities or features that may benefit the customer.

Internal and External Relationship Responsibilities:

This position will directly own responsibility for endpoint success to include onboarding, testing, and end user training of the new Speedee Labs Devices. This position will also be expected to communicate internally with project managers, account managers, maintenance implementation managers, senior engineering staff, and sales to keep all parties up to date on the resolution of customer issues.

The position requires a high level of interpersonal and professional skills. This position should have a high level of customer service skills and be able to diffuse and control escalated situations effectively to service the customer and the candidate should have good knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations to effectively serve end users.

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.

General Responsibilities:

• Communicate with end users to assist with diagnosing and resolving issues.
• Provide on-site support to Speedee Labs, ensuring optimal performance and swift resolution of issues.
• Collaborate with the Customer Experience team and technical teams to understand and fulfill customer requirements.
• Assist in the preventative maintenance checks.
• Provide basic training of equipment to client personnel.
• Assist in the documentation of system configurations, procedures, and changes.
• Escalate issues found in the Speedee Labs rooms and conduct break/fix resolution and communicate as needed to the Service Delivery Manager, participating actively in problem-solving.
• Adhere to Yorktel's policies, safety guidelines, and industry best practices.
• Attend training sessions and workshops to keep up to date with the latest technologies and trends.
• Handle incident and service requests and resolve within the agreed Service Level Agreement.
• Assisting with diagnosing faults and providing complete resolution to customer satisfaction.
• Ensure systems are optimally configured and information contained is current.
• Assist with services regarding adds/moves/changes to users’ profiles and devices through Yorktel’s systems or ticketing systems.
• Monitor auto notifications of changes that are client impacting and follow Change Management process if needed.
• Manage requests and incident tickets.

Key Technical Responsibilities:

The AV Technician will be required to work with vendors and submit, track and escalate issues to ensure timely resolution. The AV Technician will communicate status and provide timely updates based on the severity and classification of the issues.

Preferred Technical Job Requirements:

Working knowledge with:

• Working knowledge of videoconferencing standards.
• Working knowledge of Cisco Webex Control Hub.
• Ability to troubleshoot AV Conferencing systems.
• Working experience with major videoconferencing equipment such as:
  1. Webex Devices.
• MCU and control systems from Cisco.

Advantage to have knowledge with:

• Knowledge and understanding of Voice network system requirements and standards.
• Any background in Data Network technologies such as routers, switches and firewalls are a plus.
• Protocols: TCP/IP, IP subnetting, VLAN’s, Ethernet, DHCP, DNS, QoS, SIP, H.323
• Basic understanding of IP telephony, VoIP, SIP, or related technologies.

Other:

• Requires extensive sitting, standing and walking.
• Domestic travel requiring multi-night stays within and at times outside the local work area.
• Must be willing to complete background checks and drug tests as 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.