AV/VC Engineer

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 an AV/VC Engineer who will be based onsite in Washington DC, working as part of a team of Yorktel technical delivering integrated audio visual, virtual meeting, and videoconferencing support services for a large financial institution. As an onsite AV/VC Engineer you will interface directly with the customer to ensure complete user satisfaction in their collaboration and event experience.

This position reports to the Yorktel Video Operations Manager and is based at the customer's headquarters located in Washington, DC. He/she will interface with the customer directly as well as with other Yorktel onsite personnel and internal departments to perform their role. Day to day direction as well as procedural guidelines, escalation support, and prioritization of assignments will be provided by the Video Ops Manager.

The position requires an extremely high level of interpersonal and professional skills. This position should also have strong customer service competency and strong working knowledge of A/V and video conferencing technologies to be effective.

Responsibilities:

This position regularly influences internal and external resources to achieve a mutually desirable outcome for Yorktel's customer. This position will make recommendations to internal parties and customers concerning issues, shortcomings, and requests to ensure resolution and satisfaction. This position must regularly communicate answers to complex AV concerns. This position may sometimes handle and protect confidential information.

• Act as service advocate to promote the use of video collaboration rooms/systems
• Install, configure, maintain videoconferencing equipment codecs, monitors, microphones, etc
• Provide regular equipment recommendations for upgrade and maintenance
• Conduct certification of video endpoints
• Perform audio and video tests with remote sites
• Perform break-fix, preventative maintenance and proactive checks on collaboration rooms and equipment
• Carry out basic engineering troubleshooting in existing conference rooms; proactively provide ideas to improve users and technicians' experience in the room
• Coordinate with vendors, service providers, and internal management groups (ie network, VNOC, desktop support) to report, troubleshoot, and resolve issues as quickly as possible
• Provide first level of support to AV/VC operators and VNOC
• Train users, peers and new colleagues on collaboration services provided; Provide guidance and technical training to team members
• Assist with the set up and operation of stage lighting, cameras, video switchers, audio mixers, and wired/wireless microphone systems for live events and recordings as needed
• Assist clients to reserve video conferences, TelePresence sessions and Virtual Meetings
• Assist users and remote participants connecting on mobile devices
• Provide white-glove meeting and application support to users of all organization levels
• Guide users and team members on how to book, manage and operate VC / Virtual Meetings / Telepresence sessions
• Document, follow-up and accurately record incident work history through a ticketing system
• Proactively manage and track equipment inventory to ensure CMDB accuracy
• Fully understand the customer environment and provide recommendations for improvements to meet the client's desired outcome as well as bring potential opportunities to Yorktel

Skills and Additional Qualifications:

• Bachelor's degree in Information Management, Computer Science, Engineering or similar field
• 5+ years' experience supporting/troubleshooting/installing video conferencing and Audio/Video technologies, including:
  • Zoom, Webex, Google Meets, Blue Jeans meetings
  • Cisco, Poly and other SIP/H323 video conferencing endpoints
  • Microsoft Teams and Microsoft Teams Room devices
  • Zoom Rooms and Zoom Administrative Portal
  • Conference Room Controls and AV equipment (Crestron, Extron, etc.)

• Hands-on experience in Cisco, Tandberg or Polycom video technology and WebEx.
• Knowledge of operating and scheduling VC sessions with Cisco TMS
• Strong knowledge of Cisco (for Windows, IOS, Android) and WebEx client for mobile devices
• Excellent client support capabilities and supervisory skills
• Ability to quickly provide assistance to video services user community
• Proficient knowledge of the fundamental concepts of videoconferencing technology
• Team leader and motivator
• Proficient knowledge and understanding of effective practices for dealing with clients in a variety of situations
• Expresses thoughts and ideas effectively in oral and written communications
• Ability to work cooperatively and collaboratively in a team environment
• Ability to analyze information and draw accurate conclusions
• Ability to apply problem solving strategies to evaluate and solve problems effectively
• Copes effectively and is productive under work stress
• Ability to deal sensitively in multicultural environments and build effective working relations with clients and colleagues both within and outside the organization
• May require occasional lifting (up to 50 lbs).
• Requires extensive sitting, standing, and walking
• Limited Domestic travel may be required with multi-night stays within and at times outside the local work area
• Must have the legal capability to drive in the country
• Must be willing to complete background checks and drug tests as required by current or future contracts.

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.