York Telecom Corporation

Provide technical support, design AV systems, and coordinate projects with clients and team members. | Experience with AV systems, technical certifications, and strong communication skills are required. | For over 40 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 currently seeking a Field Engineer who is focused on a fast-paced high-volume production and engineering department and staff. The Field Engineer is also responsible for meeting project commitments (both financial and non-financial) and the overall service of external customers. Responsibilities include but are not limited to strategic or operational planning within the field engineering departments, monitoring the performance of active projects, financial analysis to include job cost monitoring and reporting, staff training, and adherence to standard operating practice and processes.   Roles & Responsibilities:  This position regularly works in a team of individuals with varying degrees of expertise and influences internal and external customers to achieve a mutually desirable outcome.  This position will trouble shoot issues, make recommendations to internal parties and customers regarding concerns or issues, and ensure resolution of any problems working closely in conjunction with assigned team.  This position must regularly communicate answers to complex questions and respond to detailed inquiries about technical issues and how to resolve these issues.  This position handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures. * Provide technical support to the sales team in a comprehensive, thorough, detailed and time sensitive manner.  * Intensive interface with clients and job sites to document customer requirements and job site conditions. * Provide and document customer design based on the client requirements and job site conditions.  * Work directly with clients, architects, consultants and staff throughout the design development and delivery process with the support of the Supervisor. * Develop Statement of Work for each job based on system design and customer requirements. * Develop system design drawings including, but not limited to, audiovisual system diagrams, drawings, and sketches; Design/Build and Bid/Build specifications; and operational capabilities narratives, etc. * Develop accurate job cost estimates for each job. * Provide technical response to the customer RFP/RFQ/RFI. * Be capable of working effectively and efficiently with support from other members of the engineering team. * Maintain complete and accurate project documentation and records. * Communicate effectively with internal staff, client representatives, cooperative trades, and subcontractors. * Effectively coordinate and manage multiple system design projects. * Be responsible for successfully completing assignments on time and within budget. * Develop and conform to company technical standards and practices. Correctly interpret multiple formats of technical specifications, schematic drawings and architectural diagrams. * Create Scope of Work documents to reflect solution descriptions, capabilities, and limitations * Present technical solutions to executive-level audiences at partner and client organizations * Maintain ongoing knowledge of York Telecom processes and procedures as well as individual customer processes and procedures * Participate in transition activities to permit effective information transfer from pre-sales to implementation teams * Create test plans for testing solutions in York Telecom and customer labs * Perform testing in York Telecom and customer labs emulating live world environments * Analyze customer networks to discern visual communications requirements * Research technical issues involving the network and visual communications equipment * Provide support for ad hoc and one-of-a-kind projects * Work with manufacturers and vendors on current and future technologies and products to be able to select applicable technologies and products to present to clients. * Polycom/Tandberg/Cisco certified Videoconference Engineer (TCE/CVE/etc) certification desirable * InfoComm CTS certification with Advanced CTS-D certification desirable * Willingness to pursue and attend additional training related to performance of job. * Proficient in the use of computers and MS Suite (Outlook, Project, Excel, and Word) * Polycom CVE certification preferred * Proficiency in video network infrastructure commissioning and support processes * Knowledge of video and audio-conferencing service standards * Demonstrated or potential proficiency in the use of AutoCAD or Visio, or similar proficiency in the use of other diagrammatic software tools * Knowledge of audiovisual, videoconferencing and IT products and applications * Knowledge of and adherence to Yorktel policies and procedures. * Other duties as assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. Leadership & Supervisory Responsibilities: * None  Skills & Abilities:  * High levels of professionalism and integrity * High ability to work with peers * Exceptional customer service skills * Exceptional written, verbal, and interpersonal skills.  * Excellent problem-solving skills * Always maintain a professional attitude and appearance * Extensive use of business computer systems including Microsoft Office applications such as MS Word, Excel, Outlook. and MS Project. Education & Experience: * Education * A Field Engineer in this role may have a degree in a related field such as audio engineering, electrical engineering, or computer science. A technical degree may not be required but having one can be beneficial as it demonstrates a strong foundation in technical skills and knowledge. Additionally, certifications in specific AV systems, such as Crestron or AMX, can also be helpful. * Experience * A Field Engineer in this role should have 1-3 years of experience working with audiovisual equipment and systems. They should have a thorough understanding of various AV systems, including design, installation, and troubleshooting. They should have experience assisting team Leads and following direction. * They should also have excellent communication skills and the ability to work well with clients to understand their needs and provide solutions. * Overall, this role should have a combination of technical expertise, great communications skills and be able to follow direction. Additional Requirements:  * Ability to lift and carry up to 50 lbs. * Frequent sitting, standing, and walking * Limited weekend and/or night work may be required * Domestic travel with occasional multi-night stays; international travel possible * Valid U.S. driver’s license and passport * Must be willing to apply for security clearances, suitability, and other related clearances to be able to work at certain customer locations. * If permissible by applicable law, may be required as a condition of employment to complete a background check and/or drug test if required by law or by current or future contracts/clients/vendors, etc.   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.

Manage onboarding, configuration, and troubleshooting of video conferencing systems for clients, ensuring seamless deployment and support. | Requires 3+ years in videoconferencing management, technical troubleshooting skills, and familiarity with hardware and network protocols. | Yorktel is always seeking new talent to join our team. Therefore, we are advertising some key positions within the company where we can collect and store potential candidates. By submitting your Resume for this specific posting, you agree to have your details kept on file and to be contacted as and when open positions become available. Please ensure your Resume has your most recent experience and up to date contact details. If you do not hear from us, it is because we are not currently recruiting for this position. 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 currently seeking a Service Implementation Manager who will be responsible for all onboarding activities for new and existing customers on to Yorktel manage service offerings. Some primary responsibilities include provisioning and configuring of new devices and enrolling into the monitoring and management service. This role provides the customer with a technical point of contact during the delivery of the project. This position provides remote support and testing of all video and audio systems to determine the root cause of system functionality issues within the customer environment and will complete all assigned incident and service requests to resolution. Duties & Responsibilities: This position works directly with the Project Management, Solutions Architect, Service Desk, and Product teams to deploy various services and solutions for countless customers. The position will consist of making any necessary recommendations to the project scope and troubleshooting pre/post deployment. While working closely with project stakeholders to ensure any problems are mitigated or resolved to keep project deliverables on time. The member will be the acting SME on various subjects, and responsible to answer complex questions and respond to detailed inquiries about technical issues and how to resolve. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures. • Maintain complete and accurate documentation and records. • Communicate effectively with internal staff, client representatives and subcontractors. • Be responsible for successfully completing assignments on time and accurately. • Conform to company standards and practices. • Develop new technical skills as well as share knowledge with the rest of the Managed Services and Tech Services teams. • Answer technical and logistical questions pertaining to video conferencing and collaboration services to ensure proper end user training • Maintain records of technical support requests and specific needs for various customers. • Communicate with end users to assist with diagnosing and repairing audio and video issues remotely. • Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy • Assist in troubleshooting vendor hybrid infrastructure cloud applications but is not limited to site testing, report log analysis, vendor trouble ticket reporting and interaction, updating portals, and resolution. • Interact with Partners and Vendors to determine and resolve customer issues with equipment or network incidents. • Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets. • Update and recommend processes from lessons learned and implement procedure changes to better assist customers and resolve issues in an accurate and timely manner. • Work with internal and external resources to arrange for dispatch of personnel to customer site when necessary. • Responsible for working with internal and external resources to dispatch hardware to customer location as necessary. • Responsible for routine maintenance of multiple monitoring solution infrastructure components and coordinating communication to customers. • Conduct internal/external CAB requests to provide clear and precise communication for global changes to customer environments. • Provide as needed real-time troubleshooting support to service desk and customers. Must have strong technical knowledge of partner hardware and solutions i.e. Poly, Cisco, Teams Rooms, Zoom Rooms, Creston, AMX, and other audio/video technologies. • Administrator level and security for multiple vendor cloud/on-prem solutions including but not limited to the following M365 suite, Zoom, Webex, Yealink YMCS, Crestron XIO, Utelogy, Centreon, Pexip, SynergySky, etc. • Provisioning devices which include registering, configuring, and testing of various endpoints to meet customer standards and handover to day 2 support team. • CTS preferred and some working knowledge of programming is beneficial. Leadership & Supervisory Responsibilities: • None Required Skills & Abilities: • High levels of professionalism and integrity. • Attention to detail and process oriented. • Ability to balance multiple priorities and maintain focus under pressure. • Ability to learn new skills and platforms at frequent intervals. • Ability to train others as required. • Ability to work effectively with multiple Yorktel teams and managers. • Ability to suggest improvements to processes and increase efficiency. • Exceptional written, verbal communication, and interpersonal skills. Education & Experience: • BA or BS in engineering, business, computer science, or other similar field or related work experience. • 3 years’ experience in videoconference VNOC operations, management platforms or Incident Management. • Knowledge of videoconferencing standards signaling and protocols. • Troubleshooting of AV Conferencing systems. • Working experience with major videoconferencing equipment such as OEM hardware from Poly, Cisco, Microsoft Teams Rooms, Zoom Rooms, etc. • Knowledge of H.323 Endpoints, Gateways, MCU’s, and Gatekeepers. • Knowledge of IP networks, components, or associated certifications. • Knowledge of Voice Centric solutions of manufacturers listed. • Familiarity with Active Directory. • Familiarity VMWare. • Familiarity Azure. • Familiarity Linux. • Familiar with VNOC operations and incident management. • Willingness to pursue and attend additional training related to performance of job (most of the job requirements are Yorktel-specific procedures based on new conferencing technologies and will need to be learned quickly on-the-job). • Proficient in the use of computers and MS Suite (Outlook, Project, Excel, and Word). • Information Security or ITIL fundamentals certification desirable. • Knowledge of videoconferencing and IP Networks. Additional and Physical Requirements: • May require occasional lifting (up to 50 lbs). • Requires extensive sitting, standing and walking. • Domestic travel requiring multi-night stays within and at times outside the local work area. • Valid passport; International travel possible. • Valid U.S. driver’s license. • If permissible by applicable law, may be required as a condition of employment to complete a background check and/or drug test if required by law or by current or future contracts/clients/vendors, etc. 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.