The posting
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, Zoom etc
- Codec’s Cisco, Poly
- MCU and control systems from Cisco, Poly, Crestron
Skills & Experience:
- 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
- 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
- Valid U.S. driver’s license
- Must be willing to complete background checks and drug tests required by current or future contracts
Additional Requirements:
- Ability to lift and carry objects up to 50 lbs.
- Frequent sitting, standing, and walking
- Limited weekend and/or night work may be required
- Must be able to pass suitability requirements
- Must be willing to complete background checks and drug tests as required by current or future contracts
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling.
If you do require details of the vacancy or the application process in an alternative format, please email [email protected] outlining your requirements.
Equal Opportunities:
Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other ‘protected characteristics. We welcome your application.
