Yorktel

Business Analyst

• Conduct background research on assigned projects
• Develop methods for analyzing gathered information
• Compile project related data and create detailed reports
• Create business process documentation when necessary
• Make oral and visual multimedia presentations
• Assist with the evaluation of project business processes
• Recommend and develop new solutions as needed
• Maintain a professional approach and demeanor while interacting with project stakeholders

Business Analyst II

Account Manager

• Work to achieve maximum sales profitability, growth, and account penetration within assigned accounts.
• Overall sales processes from initial contact and understanding client needs to the closure of the product/service delivery.
• Promote/sell/secure orders from existing and prospective customers through a relationship and solution-based approach.
• Present existing products and services to current and prospective clients and ensure client requirements are understood and communicated to service teams within Yorktel efficiently and effectively.
• Report directly to the VP, Enterprise Sales – North America.
• Work closely with various departments to identify, develop and deploy service offerings and lead strategic engagements with major customers.
• Drive revenue through recognition and realization of opportunities within accounts.
• Develop and conform to company technical standards and practices.

Strategic Account Manager

Technician

• Provide excellent customer service.
• Provide client assistance to support collaboration technology or process.
• Provide support on all collaboration technologies including, but not limited to: Microsoft Teams, Meetup devices, Owl video devices, Webex, Zoom.
• Provide end-user support on process: Scheduling meetings with technology, Requesting support, Basic use of technology.
• Troubleshoot, to level 1, all issues to capability and resolution: Simple replacement of equipment, Swap of cables, Basic troubleshooting.
• Escalate issues, as required, to necessary parties following process.
• Weekly room checks.
• Quarterly room preventative maintenance.
• Maintain and report on all technology requests within Client’s Incident Management System.
• Ensure all assigned tickets are updated and closed once resolved.
• Provide standard weekly, monthly and quarterly reports as required and on-time.
• Adhere to all Yorktel policies including, but not limited to: Time keeping, Overtime requests and authorizations, Vacation and sick time requests.
• Adhere to all client policies.
• Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

AV Technician

Video Editor

• Influence internal and external resources to achieve desirable outcomes for customers.
• Regularly communicate complex VTC (Video Teleconferencing) concerns and solutions.
• Handle and protect confidential information as needed.
• Maintain flexibility in work schedules to meet customer business needs.
• Act as a service advocate for video collaboration rooms/systems.
• Assist with video booking and connections.
• Adhere to all client and Yorktel procedures and policies.
• Create and maintain Standard Operating Procedures (SOPs) and run books for job functions.
• Perform scheduled checks on all conference rooms.
• Coordinate with users to configure VTC systems for optimal performance, including audio, visual, content sharing, and recording.
• Collaborate with the onsite team to create and maintain user documentation and quick reference guides (QRG) for A/V technology.
• Provide client training on collaboration technology.
• Troubleshoot conference spaces and related technology.

Video Teleconferencing Technician

Manager

• 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

Technical Manager

General

• Provide in-room and remote resolution support
• Ensure smooth delivery of services for dedicated clients
• Conduct tiers 1-3 troubleshooting of AV equipment
• Assist in the setup and support of multi-room events
• Measure customer satisfaction and identify service improvements

On-Site Technician

• Responsible for in room and remote resolution support
• Liaising with the Yorktel VNOC and management
• Measuring customer satisfaction and identifying areas of service improvement
• Delivering solutions and implementing long term improvement plans
• Completing tiers 1-3 troubleshooting of non-functional AV equipment
• Assisting in the set-up and support of high level multi room events
• Escalating technical issues and conducting break fix accordingly
• Assisting in preventative maintenance checks
• Providing basic training of equipment to client personnel
• Owning responsibility for endpoint success in the designated region
• Communicating with end users to assist with diagnosing and resolving issues
• Responding with a sense of urgency when receiving customer correspondence

• Responsible for in room and remote resolution support liaising with the Yorktel VNOC and management
• Measure customer satisfaction, identifying areas of service improvement
• Deliver solutions and implement long term improvement plans
• 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
• Provide basic training of equipment to client personnel
• Maintain responsibility for endpoint success including software updates 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

• Responsible for in room and remote resolution support liaising with the Yorktel VNOC and management
• Ensuring smooth delivery of the Managed Videoconferencing Service
• Engaged with all key customers
• Act as a liaison between customer and entire Yorktel service delivery team
• Measuring customer satisfaction
• Identifying areas of service improvement
• Delivering solutions and implementing long term improvement plans
• 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
• Directly own responsibility for endpoint success in the designated region
• Communicate internally with project managers, account managers, maintenance implementation managers, engineering staff, and sales
• Update and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner

• 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 Yorktel service delivery team
• Measure customer satisfaction and identify areas of service improvement
• Deliver solutions and implement long-term improvement plans across on-site support team
• Complete tiers 1-3 troubleshooting of non-functional AV equipment
• Assist in the setup and support of high-level multi-room events
• Escalate 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
• Own responsibility for endpoint success in the designated region
• Communicate internally with various teams to keep all parties updated on customer issues
• Respond with a sense of urgency when receiving customer correspondence
• Participate in root-cause analysis of technical issues to assist with resolution of trouble tickets
• Other duties as assigned

• Achieve maximum sales profitability, growth, and account penetration within assigned accounts.
• Responsible for overall sales processes from initial contact to closure of product/service delivery.
• Promote/sell/secure orders from existing and prospective customers through a relationship and solution-based approach.
• Ensure client requirements are understood and communicated to service teams efficiently and effectively.
• Work closely with various departments to identify, develop and deploy service offerings.
• Develop and conform to company technical standards and practices.
• Manage relationships with Manufacturers (OEMs), distributors and resellers to further sales opportunities and ensure continued customer satisfaction.

Customer Success Manager

• Serve as the primary customer liaison, maintaining open, transparent, and strategic communication at all levels
• Conduct regular customer touchpoints including weekly service calls, monthly service reviews, and quarterly QBRs/EBRs
• Develop strong customer relationships that drive satisfaction, retention, and long-term value realization
• Own end-to-end service delivery for assigned accounts, ensuring all services meet contractual SLAs, KPIs, and performance expectations
• Monitor active incidents and service requests, identifying in-day SLA risks and initiating corrective actions to prevent breaches
• Coordinate prioritization and progression of incidents, service requests, and escalations across Service Desk, TAM, and onsite teams
• Act as the operational escalation point for critical or high-impact service issues, ensuring timely resolution and clear communication
• Ensure effective coordination of onsite dispatch activities, third-party support, and internal resources to resolve service issues
• Oversee incident management processes, ensuring issues are prioritized appropriately and resolved within SLA targets
• Lead coordination of major incidents, including cross-functional response and customer communication
• Partner with Account Management and Sales to support renewals, expansions, and service growth opportunities

• Ensure the successful delivery, performance, and continuous improvement of managed services and technical support for assigned customers.
• Act as the primary point of contact and trusted advisor, driving customer satisfaction, retention, and long-term value realization.
• Oversee service performance against contracted SLAs and KPIs, lead escalations, analyze operational data, and collaborate with internal teams.
• Maintain strong customer relationships and ensure contractual and regulatory compliance.
• Identify opportunities for service enhancement and account growth.

Engineer

• Provide quick and effective resolution of hardware and software issues
• Assisting clients over phone, video, and/or client site troubleshooting audio visual and video conference equipment
• Performing call setups, 1st and 2nd level problem determination as needed using designated client tools and procedures for audio/visual & video conferencing equipment
• Troubleshooting skills for commercial audio/visual systems, video conferencing systems, and platforms including: Crestron Flex Video Conference Systems, Room Scheduling, AirMedia, DigitalMedia, and XiO Cisco Video Conferencing Appliances, TMS, and Webex Management Platforms Microsoft Teams Rooms Zoom Google Meet Logitech Video Conferencing Systems and Sync Lenovo ThinkSmart Appliances and Manager Biamp Audio/Visual Appliances and Tesira Software Poly Video Conferencing Appliances and Lens
• Managing designated videoconferencing & audio/visual facilities, systems maintenance, operations, and administration of client standards of video, audio, and web conferencing services
• Obtaining usage statistics, issue logs, and/or other videoconference & audio-visual collection/reporting systems
• Provide training and client support to users in the operations of videoconferencing & audio-visual systems
• Assisting and/or providing guidance to other videoconferencing & audio-visual coordinators
• Compiling client conference room & AV-VC equipment inventory during preventative maintenance sessions
• Coordinating videoconferencing & audio-visual activities with client facilities as required (e.g., Company/Department Communication Meetings, Special Events, etc.)
• Creating and modifying user documentation
• Maintain Kinly’s database of AV and VC system documentation
• Low to mid-level network adjustments to user equipment

Business Analyst II

Strategic Account Manager

AV Technician

Video Teleconferencing Technician

Technical Manager

On-Site Technician

On-Site Technician

On-Site Technician

On-Site Technician

On-Site Technician

Strategic Account Manager

Customer Success Manager

Customer Success Manager

Support Desk Engineer