Onsite AV Specialist

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 seeking an Onsite AV Specialist who will be client-facing and must demonstrate professionalism and a strong customer service attitude. The Specialist will be called upon by the client for any and all meeting-related support and is expected to address issues and requests to the best of their ability.

Duties/ Responsibilities:

The On-Site AV Specialist will perform the following duties at the assigned location over an 8-hour workday within a 0700 – 1800 window Monday – Friday, with possibility of supporting efforts beyond the work window and weekends:

• Act as SME; Consult with and provide assistance to senior executives, managers, instructors, and functional employees related to the use of WebEx, Cisco Control Hub, and other Collaboration tools.
• Administer and manage WebEx using Cisco Control Hub.
• Complete functional tasks associated with the activation, provisioning, and ongoing management of devices and users in Cisco Control Hub.
• Provide white-glove meeting and application support for WebEx Suite (Meetings, Events, etc) to users of all organization levels
• Meet with executives and other professionals to gather requirements/use cases/details in preparation of meetings/webcasts/events; Set up and configure endpoints/personal devices to ensure functionality and optimal audio/video/content sharing/recording, etc.
• Coordinate with vendors, service providers, and internal management groups (i.e. network, IT, desktop support) to report and resolve issues as quickly as possible
• Support general troubleshooting for the UC and VC Communications environment as needed
• Provide end user training on applicable collaboration solutions (i.e. WebEx Meetings, WebEx Events (Webinar, Socio), etc )
• Furnish reports as needed on projects and workload to support deliverables.
• Document, follow-up and accurately record incident work history through a ticketing system.
• Proactively manage and track equipment inventory to ensure CMDB accuracy.
• Create and maintain SOPs and run book related to job functions
• Fully understand the customer environment and provide recommendations for improvements to meet the client's desired outcome

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Leadership & Supervisory Responsibilities:

• None

Required Skills/Abilities:

• 5+ years of experience in collaboration industry; predominantly with Cisco UC tools and audio visual / videoconferencing technologies including:
• Webex Suite, Webex Room Kits, and Cisco Control Hub
• Microsoft Teams and Microsoft Teams Room devices
• Conference Room Controls and AV equipment (Crestron, Extron, etc.)
• PEXIP Portal
• Experience providing VIP-level white glove services for meetings, training, and events
• Cisco Control Hub Administration experience required
• Desktop and Mobile device support experience
• Industry certifications from Cisco, Avixa, Extron, Crestron, Pexip, etc. a plus
• Understanding of IT technologies, networking, and troubleshooting methodologies (ITIL)
• Understanding of Active Directory, LAN / WAN, DNS and DHCP
• Working knowledge of UC, Cloud (video streaming), SIP/H.323/WebRTC videoconferencing protocols and standards
• Experience with remote access tools & techniques

Additional Requirements:

• Ability to interact professionally and confidently with senior executives
• Excellent communication (verbal and written) skills
• Excellent problem-solving skills
• Proficient in Microsoft Office Suite
• May require occasional lifting (up to 25 lbs)
• Requires extensive sitting, standing, and walking
• Limited travel within and at times outside the local work area may be required.
• Valid 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 pension and private health care.

We conform to all the laws and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic or national origin), religion or belief, sex and sex orientation. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.