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Posted: 10/20/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in troubleshooting AV conferencing systems and managing videoconferencing services, while ensuring exceptional customer service and effective communication with stakeholders. Capable of implementing long-term improvement plans and conducting root-cause analysis to enhance service delivery.
Highest-signal resume keywords
Troubleshooting AV Conferencing SystemsCustomer Service SkillsVideoconferencing Standards KnowledgeEndpoint ManagementData Management in Central Repository Tools
About the role
Key responsibilities & impact- Provide in-room and remote resolution support for managed videoconferencing services
- Liaise with Yorktel VNOC, management, customers, and the service delivery team
- Measure customer satisfaction and identify service improvement opportunities
- Deliver solutions and implement long-term improvement plans for on-site support
- Perform Tier 1–3 troubleshooting of non-functional AV equipment
- Set up and support high-level, multi-room events
- Escalate technical issues and conduct break/fix repairs
- Assist with preventative maintenance checks
- Provide basic equipment training to client personnel
- Service and RMA endpoints for maintenance and resolution
- Own endpoint success in the designated region, including software updates, firmware upgrades, onboarding, testing, and end-user training
- Communicate issue resolution status with project managers, account managers, maintenance implementation managers, engineering, and sales
- Diagnose and resolve end-user issues with urgency
- Participate in root-cause analysis of technical issues
- Update and recommend process and procedure changes
- Gather and manage data in central repository tools
- Perform other duties as assigned
Requirements
What you’ll need- High levels of professionalism and integrity
- High levels of interpersonal skills
- 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
- Ability to lift and carry objects up to 50 lbs
- Extensive sitting, standing and walking
- Limited weekend and/or night work may be required
- Domestic travel requiring multi-night stays within and at times outside the local work area
- Valid U.S. driver's license
- Willingness to complete background checks and drug tests required by current or future contracts
- Ability to pass suitability requirements
- Working knowledge of videoconferencing standards
- Ability to troubleshoot AV conferencing systems
- Working experience with Teams, WebEx, Zoom, Cisco, Poly, Crestron, MCU and control systems
Benefits
Comp & perks- 401k plan
- Flex 125 plan
- Equal employment opportunity and affirmative action protections
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Tier 1–3 TroubleshootingAV Equipment RepairPreventative Maintenance ChecksSoftware UpdatesFirmware UpgradesOnboardingTestingBasic Equipment TrainingRoot-Cause AnalysisService Improvement Plans
Soft Skills
Interpersonal SkillsProblem Solving SkillsProfessionalismBusiness AcumenCommunication Skills
Tools & Technologies
TeamsWebExZoomCiscoPolyCrestronMCUControl Systems
Certifications & Qualifications
Valid U.S. Driver's LicenseBackground Check ClearanceDrug Test Clearance
Industry Keywords
Videoconferencing ServicesCustomer SatisfactionService DeliveryTechnical Issue EscalationEvent Support