On-Site Technician

FULL TIME REGULAR Technical Cary, NC, US

Salary Range: $65,000.00 To $80,000.00 Annually

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 for a dedicated client. The position will need to be engaged with all key customers, act as a liaison between customer and the 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 customer’s 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. It 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 preventative maintenance checks, provide basic training of equipment to client personnel, service & RMA endpoints for maintenance issues and resolution.

It will directly own responsibility for endpoint success in the designated region to include software updates, firmware upgrades, onboarding, testing, and end‑user training. It 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.

• 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.
• Accurately gather and manage data is central repository tools
• Other duties as assigned

• High levels of professionalism and integrity
• High levels of interpersonal skills
• High ability to work with peers
• 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

• Working knowledge of videoconferencing standards
• Ability to troubleshoot AV Conferencing systems
• Working experience with major videoconferencing equipment such as:
• Codec’s Cisco, Poly
• MCU and control systems from Cisco, Poly, Crestron

• Ability to lift and carry objects up to 50 lbs.
• Frequent sitting, standing, and walking
• Limited weekend and/or night work may be required
• Must be able to pass suitability requirements
• Must be willing to complete background checks and drug tests as required by current or future contracts

Benefits include 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.