Visionary Video Implementation Strategist
24 hours ago
We are seeking a highly skilled Service Implementation Manager to join our team at Yorktel. As a key member of our operations team, you will play a vital role in delivering exceptional customer experiences through expert video conferencing and collaboration solutions.
About the RoleIn this challenging and rewarding position, you will be responsible for ensuring seamless onboarding of new and existing customers onto our manage service offerings. This includes provisioning and configuring devices, enrolling them into monitoring and management services, and providing technical support to resolve any issues that may arise.
You will work closely with our project management, solutions architecture, service desk, and product teams to deploy various services and solutions, making recommendations as needed to ensure successful project outcomes. Your expertise will also be sought after by stakeholders to address complex technical questions and provide guidance on how to resolve issues.
Key Responsibilities- Maintain accurate documentation and records
- Communicate effectively with internal staff, clients, and subcontractors
- Succeed in completing assignments on time and accurately
- Adhere to company standards and practices
- Develop new technical skills and share knowledge with colleagues
- Answer technical and logistical questions related to video conferencing and collaboration services
- Maintain records of technical support requests and customer needs
- Provide remote assistance to end-users in diagnosing and repairing audio and video issues
- Respond promptly to customer correspondence indicating potential satisfaction or retention issues
- Assist in troubleshooting vendor hybrid infrastructure cloud applications
- Interact with partners and vendors to resolve customer issues with equipment or network incidents
To succeed in this role, you will need:
- BA or BS in engineering, business, computer science, or a related field, or equivalent experience
- 3 years of experience in videoconference VNOC operations, management platforms, or incident management
- Knowledge of videoconferencing standards, signaling, and protocols
- Troubleshooting experience with AV conferencing systems
- Familiarity with major videoconferencing equipment and technologies
- Experience with endpoints, gateways, MCUs, and gatekeepers
- IP network knowledge and associated certifications
- Voice-centric solution knowledge from listed manufacturers
- Familiarity with Active Directory, VMWare, Azure, Linux, and VNOC operations
We have been the trusted video managed services partner for over 35 years, serving large business and government agencies globally. With over 10,000 video systems under management, we possess the expertise and global reach to deliver enterprise-quality visual communications.
Compensation PackageWe offer a competitive salary range of $80,000 - $110,000 per annum, depending on experience, plus comprehensive benefits and opportunities for professional growth and development.
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