Service Implementation Manager

3 months ago

Basingstoke, United Kingdom Yorktel Full time

For over 35 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 a Service Implementation Manager who will be responsible for all onboarding activities for new and existing customers on to Yorktel manage service offerings. Some primary responsibilities include provisioning and configuring of new devices and enrolling into the monitoring and management service. This role provides the customer with a technical point of contact during the delivery of the project. This position provides remote support and testing of all video and audio systems to determine the root cause of system functionality issues within the customer environment and will complete all assigned incident and service requests to resolution.

Duties & Responsibilities:

This position works directly with the Project Management, Solutions Architect, Service Desk, and Product teams to deploy various services and solutions for countless customers. The position will consist of making any necessary recommendations to the project scope and troubleshooting pre/post deployment. While working closely with project stakeholders to ensure any problems are mitigated or resolved to keep project deliverables on time.

The member will be the acting SME on various subjects, and responsible to answer complex questions and respond to detailed inquiries about technical issues and how to resolve. This position may sometimes handle and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.

Maintain complete and accurate documentation and records. Communicate effectively with internal staff, client representatives and subcontractors. Be responsible for successfully completing assignments on time and accurately. Conform to company standards and practices. Develop new technical skills as well as share knowledge with the rest of the Managed Services and Tech Services teams. Answer technical and logistical questions pertaining to video conferencing and collaboration services to ensure proper end user training Maintain records of technical support requests and specific needs for various customers. Communicate with end users to assist with diagnosing and repairing audio and video issues remotely. Respond with a sense of urgency when receiving customer correspondence that suggests customer satisfaction or retention is in jeopardy Assist in troubleshooting vendor hybrid infrastructure cloud applications but is not limited to site testing, report log analysis, vendor trouble ticket reporting and interaction, updating portals, and resolution. Interact with Partners and Vendors to determine and resolve customer issues with equipment or network incidents. Participate in root-cause analysis of technical issues to assist with the resolution of trouble tickets. Update and recommend processes from lessons learned and implement procedure changes to better assist customers and resolve issues in an accurate and timely manner. Work with internal and external resources to arrange for dispatch of personnel to customer site when necessary. Responsible for working with internal and external resources to dispatch hardware to customer location as necessary. Responsible for routine maintenance of multiple monitoring solution infrastructure components and coordinating communication to customers. Conduct internal/external CAB requests to provide clear and precise communication for global changes to customer environments. Provide as needed real-time troubleshooting support to service desk and customers. Must have strong technical knowledge of partner hardware and solutions Poly, Cisco, Teams Rooms, Zoom Rooms, Creston, AMX, and other audio/video technologies. Administrator level and security for multiple vendor cloud/on-prem solutions including but not limited to the following M365 suite, Zoom, Webex, Yealink YMCS, Crestron XIO, Utelogy, Centreon, Pexip, SynergySky, etc. Provisioning devices which include registering, configuring, and testing of various endpoints to meet customer standards and handover to day 2 support team. CTS preferred and some working knowledge of programming is beneficial.

Leadership & Supervisory Responsibilities:

None

Required Skills & Abilities:

High levels of professionalism and integrity. Attention to detail and process oriented. Ability to balance multiple priorities and maintain focus under pressure. Ability to learn new skills and platforms at frequent intervals. Ability to train others as required. Ability to work effectively with multiple Yorktel teams and managers. Ability to suggest improvements to processes and increase efficiency.  Exceptional written, verbal communication, and interpersonal skills.

Education & Experience:

BA or BS in engineering, business, computer science, or other similar field or related work experience. 3 years’ experience in videoconference VNOC operations, management platforms or Incident Management. Knowledge of videoconferencing standards signaling and protocols. Troubleshooting of AV Conferencing systems. Working experience with major videoconferencing equipment such as OEM hardware from Poly, Cisco, Microsoft Teams Rooms, Zoom Rooms, etc. Knowledge of Endpoints, Gateways, MCU’s, and Gatekeepers. Knowledge of IP networks, components, or associated certifications. Knowledge of Voice Centric solutions of manufacturers listed. Familiarity with Active Directory. Familiarity VMWare. Familiarity Azure. Familiarity Linux. Familiar with VNOC operations and incident management. Willingness to pursue and attend additional training related to performance of job (most of the job requirements are Yorktel-specific procedures based on new conferencing technologies and will need to be learned quickly on-the-job).  Proficient in the use of computers and MS Suite (Outlook, Project, Excel, and Word). Information Security or ITIL fundamentals certification desirable.  Knowledge of videoconferencing and IP Networks.

Additional and Physical Requirements:

May require occasional lifting (up to 50 lbs). Requires extensive sitting, standing and walking. Domestic travel requiring multi-night stays within and at times outside the local work area. Valid passport; International travel possible. Must be willing to complete background checks and drug tests as required by current or future contracts.

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