- Pay
- $85–95k
- Where
- Aurora, Illinois, United States
- Level
- Mid
Role: On-Site Technician
Location: Aurora, IL
Contract: Permanent, Full Time
Hours: 40 hours per week
Salary: $85,000 - $95,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K
Kinly is a leading integrator of audio-visual and unified communications solutions, and the largest in Europe, serving as a globally trusted technology advisor to leading organisations. For more than 25 years, we have been designing, developing, integrating and supporting complex audiovisual solutions and businesses rely on us to deliver consistently secure and flexible meeting experiences.
The On-Site Technician is responsible for in room and remote resolution support liaising with the Kinly VNOC and management to ensure smooth delivery of the Managed Videoconferencing Service for a dedicated client. The position will need to be engaged with all key customers, act as a liaison between customer and entire Kinly service delivery team. Also responsible for measuring customer satisfaction, identifying areas of service improvement, delivering solutions and implementing long term improvement plans across the customers’ on-site support team. Reports to On-Site Technical Manager and Customer Success Manager for day to day priorities and tasks
Key Responsibilities:
This position reports directly to the dedicated On-Site Technical Manager. This position will 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. 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.
The position requires a high level of interpersonal and professional skills. This position should have a high level of customer service skills and be able to diffuse and control escalated situations effectively to service the customer. This position should have solid knowledge of Audio/Visual and Video Conference technologies, infrastructure, and bridge operations to effectively serve end users. This position requires the ability to resolve customer issues and will be expected to escalate any issues to management or tier 3-4 resources that are above the capabilities of the position or may be potentially sensitive. This position has no direct leadership or supervisory responsibilities, although it will entail a high level of interoperability with the Kinly management, VNOC, and peers, at times giving direction to them to assist in and resolve issues.
Communicate with end users to assist with diagnosing and resolving issues
Respond with a sense of urgency when receiving customer correspondence
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
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.
Accurately gather and manage data is central repository tools
Other duties as assigned
Technical Jon Responsibilities:
Working knowledge of videoconferencing standards
Ability to troubleshooting of AV Conferencing systems
Working experience with major videoconferencing equipment such as:
Teams, WebEx,…