Technical Manager

Yorktel

On-Site Technical Manager supporting videoconferencing for a dedicated client. Engaging with customers and ensuring service delivery while managing a dedicated support team.

Posted 7/3/2026full-timeCary • North Carolina • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

High levels of professionalism and integrity
High levels of interpersonal skills
High 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
Valid U.S. driver’s license
Must be willing to complete background checks and drug tests required by current or future contracts
Working knowledge of videoconferencing standards
Ability to troubleshoot AV Conferencing systems
Working experience with major videoconferencing equipment such as: Teams, WebEx, Zoom etc.
Codec’s Cisco, Poly MCU and control systems from Cisco, Poly, Crestron
May require occasional lifting (up to 25 lbs)
Requires extensive sitting, standing and walking
Domestic travel requiring multi-night stays within and at times outside the local work area

Benefits

Comp & perks

Excellent salary and benefits package
401k and Flex 125 plans

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Troubleshooting AV EquipmentService Delivery ManagementData Management in Central Repository ToolsPreventative Maintenance ChecksRoot-Cause AnalysisSoftware Updates and Firmware UpgradesOnboarding and End User TrainingMulti-Room Event SupportBreak/Fix ProceduresCustomer Satisfaction Measurement

Soft Skills

Interpersonal SkillsProfessionalism and IntegrityProblem Solving SkillsCommunication SkillsBusiness Acumen

Certifications

Valid U.S. Driver’s License