TechOps - Specialist

at  Yorktel

Yorktel are seeking a TechOPs Specialist to join the team!
The TechOps Specialist’s primary responsibility is to provide a high level of customer service and support to internal and external customers. This position will provide remote support by creating customer incident tickets, identifying problems, and troubleshooting issues adhering to internal and external SLAs. The TechOps Specialist handles and is expected to protect all internal and external confidential information and must utilize discretion and judgment based on company policies and procedures.
This position reports to the Service Desk Manager. The Service Desk Manager will provide day to day direction and assist with technical procedures and guidelines, escalation support, and prioritization of activities. A TechOps Specialist will be expected to communicate internally with various departments and vendors to support the customer.
The TechOps Specialist will operate autonomously towards satisfying the needs of the customer. This includes the Tech making educated decisions on part ordering, use of shipping partners, partnering with vendor, technical research, working with senior members of the team, as well as dispatching field engineers. you are expected to be able to make the decision to escalate cases and communicate the need to assign customer trouble tickets to the appropriate team member. You are also expected to work closely with the TechOp Representatives to provide technical guidance and may need to coordinate with multiple members of the TechOps Desk or On-Site Staffing Teams in a leadership role.
This position will trouble shoot issues in addition to making recommendations to internal parties and customers to ensure resolution of hardware/infrastructure/device management/IT issues. This position requires regular planning, teamwork, and comprehensive communications to support customer needs.
This position will be regularly expected to provide detailed answers in response to complex technical inquiries and incident resolution.

PREFERRED TECHNICAL JOB REQUIREMENTS:

• Strong working knowledge of O365 environment
• Troubleshooting involving video conferencing and AV systems
• Experience with Intune and Azure Active Directory
• Microsoft Teams Administrator – MS 700
• Microsoft 365 Fundamentals – MS900
• Modern Desktop Administrator Associate – MD100/101
• Cisco CCNA
• Poly Voice/Video/Infrastructure Specialist

WORKING EXPERIENCE WITH THE FOLLOWING IS PREFERRED:

• ServiceNow
• Pexip
• Poly – RPRM, Lens
• Cisco – CUCM, Control Hub
• Microsoft Suite of Applications and Management Tools
• Logitech – Sync
• Zoom
• Skype for Business
• Crestron – XIO, Remote Client
• Extron

• Answer technical and logistical questions pertaining to video conferencing and collaboration services
• Provide Technical guidance to other members of the team; coordinate additional support where needed
• Liaise with IT to provide internal end user support where needed
• Generate and maintain records of technical support requests, specific needs, and site protocol updates 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
• Ensure all assigned trouble tickets are resolved to customer satisfaction
• Interact with partners, vendors, and internal SME’s to determine and resolve customer issues
• Participate in root-cause analysis
• Working with internal and external resources to arrange for dispatch of personnel and provide scheduling information to the client
• Working with internal and external resources to ship appropriate hardware and provide tracking information to the client
• Upgrading or downgrading software to ensure functionality, security, enterprise compliance, and increased customer satisfaction
• Producing the appropriate Change Acceptance Board documentation to propose updates and assess risk factors
• Generate internal documentation for known errors, proactive monitoring alerts, and troubleshooting processes within the SNOW Knowledge Database
• Pursue Research and Training as needed to better support clients and provide technical feedback
• Other duties as assigned