On-Site Technician

40 hours per week

$85,000 - $95,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

On-Site Technician

Aurora, IL

Permanent

Full Time

40 hours per week

$85,000 - $95,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K

Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.

The On-Site Technician is responsible for in room and remote resolution support liaising with the Kinly VNOC and management to ensure smooth delivery of the Managed Videoconferencing Service for a dedicated client. The position will need to be engaged with all key customers, act as a liaison between customer and entire Kinly 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.

Reports to On-Site Technical Manager and Customer Success Manager for day to day priorities and tasks

This position reports directly to the dedicated On-Site Technical Manager. This position will complete tiers 1-3 troubleshooting of any non-functional AV equipment, assist in the set-up and support of high level multi room events, elevate 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 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 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. This position should have solid knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations to effectively serve end users. This position requires the ability to resolve customer issues and will be expected to escalat any issues to management or tier 3-4 resources 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 Kinly management, VNOC, and peers, at times giving direction to them to assist in and resolve issues.

• 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,…