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 an Onsite IS Technician who's main responsibility is to maintain Lexmark printers & copiers within client environment, including but not limited to toner changes, fixing paper jams, diagnosing & troubleshooting other printer issues. Additionally, if higher level support from Lexmark is needed, it will be required to escort Lexmark technician on customer site. Secondary responsibility for in-room and remote resolution support liaising with Yorktel Service Desk, other Yorktel On-site resources and management to ensure smooth delivery of the Managed Videoconferencing Service. The position will need to be engaged with all key customers, acting as a liaison between customer and entire Yorktel service delivery team.
Duties and Responsibilities:
This position will complete level 1&2 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. This position will directly own responsibility for endpoint success in the designated region to include software updates, firmware upgrades, onboarding, testing, and end user training. This position 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.
- Maintain printers and copiers within client environment; includes toner changes & fixing basic paper jams
- Diagnose and troubleshoot printer issues
- Escort of Lexmark technician if required
- Communicate with end users to assist with diagnosing and resolving issues
- Act as a local onsite contact security escort, and logistics coordinator for existing and new projects.
- Support Yorktel Project Managers (based on availability) as needed. Tasks include: Site walks with clients, hardware recommendation and third party vendor coordination.
- Familiarize and gain proficiency in the services Yorktel supports at client site to include but not limited to: ServiceNow, Cisco Control Hub & Appspace
- 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
- Act as a local escalation and PoC for local client stakeholders
- Other duties as assigned
Required Skills and Abilities:
- Level 1 & 2 troubleshooting knowledge of Lexmark Printers & Copiers
- Jr Level knowledge of Audio/Visual and Video Conference technologies
- High levels of professionalism and integrity
- Effective 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
Education and Experience:
- 3-5 years of experience in an onsite customer support role
- Bachelor's Degree, Technical Certificate, or equivalent work experience
Physical and Additional Requirements:
- May require occasional lifting (up to 25 lbs)
- Requires extensive sitting, standing and walking
- Must be willing to complete background checks and drug tests required by current or future contracts
- Domestic travel requiring multi-night stays within and at times outside the local work area
- Must have reliable means of transportation to and from work
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.
