Technical Manager

Responsibilities

• Responsible for in room and remote resolution support liaising with the Yorktel VNOC and management
• Ensure smooth delivery of the Managed Videoconferencing Service for a dedicated client
• Engage with all key customers and act as a liaison between customer and the Yorktel service delivery team
• Measure customer satisfaction and identify areas of service improvement
• Deliver solutions and implement long-term improvement plans across the customer’s on-site support team
• Manage the dedicated on-sites associated with the account
• Complete tiers 1-3 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
• Own responsibility for endpoint success in the designated region to include software updates, firmware upgrades, onboarding, testing, and end user training
• 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
• Resolve customer issues and escalate any issues to management or tier 3-4 resources if necessary
• Communicate with end users to assist with diagnosing and resolving issues
• Respond with a sense of urgency when receiving customer correspondence
• 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 in 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 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
• 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:
  Teams, Web Ex, Zoom etc.
• Codec’s Cisco, Poly MCU and control systems from Cisco, Poly, Crestron
• 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