{"id":2464754,"url":"https://alion.io/job/kinly-on-site-technician","title":"On-Site Technician","company":{"id":678492,"name":"Kinly","domain":"kinly.com","url":"https://alion.io/company/kinly","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Recruitee","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Aurora, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":85000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-01T12:28:30Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-22T04:37:50Z","board_verified":true,"closed_at":null,"days_open":20,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":20},"description":"Role:On-Site Technician\nLocation: Aurora, IL\nContract: Permanent, Full Time\nHours: 40 hours per week\nSalary: $85,000 - $95,000 per annum, plus benefits including: health, vision/dental insurance; disability, vacation, sickness, 401K\nKinly 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.\nThe 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\nKey Responsibilities:\nThis 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.\nThe 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.\nCommunicate with end users to assist with diagnosing and resolving issues\n\nRespond with a sense of urgency when receiving customer correspondence\n\nAssist in the set up and support of high level, multi room events\n\nEscalate any technical issues found in the rooms and conduct break/fix\n\nAssist in the preventative maintenance checks\n\nProvide basic training of equipment to client personnel\n\nParticipate in root-cause analysis of technical issues to assist with the resolution of trouble tickets.\n\nUpdate and recommend processes and procedure changes to better assist customers and resolve issues in an accurate and timely manner.\n\nAccurately gather and manage data is central repository tools\n\nOther duties as assigned\n\nTechnical Jon Responsibilities:\nWorking knowledge of videoconferencing standards\n\nAbility to troubleshooting of AV Conferencing systems\n\nWorking experience with major videoconferencing equipment such as:\n\nTeams, WebEx, Zoom etc\n\nCodec’s Cisco, Poly\n\nMCU and control systems from Cisco, Poly, Crestron\n\nSkills & Experience:\nHigh levels of professionalism and integrity\n\nHigh levels of interpersonal skills\n\nHigh ability to work with peers\n\nExceptional customer service skills\n\nExceptional written, verbal and interpersonal skills\n\nStrong business acumen and analytic competence\n\nExcellent problem solving skills\n\nProfessional attitude and appearance at all times\n\nMay require occasional lifting (up to 25 lbs)\n\nRequires extensive sitting, standing and walking\n\nDomestic travel requiring multi-night stays within and at times outside the local work area\n\nValid U.S. driver’s license\n\nMust be willing to complete background checks and drug tests required by current or future contracts\n\nAdditional Requirements:\nAbility to lift and carry objects up to 50 lbs.\n\nFrequent sitting, standing, and walking\n\nLimited weekend and/or night work may be required\n\nMust be able to pass suitability requirements\n\nMust be willing to complete background checks and drug tests as required by current or future contracts\n\nIf 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.\nIf you do require details of the vacancy or the application process in an alternative format, please  your requirements.\nEqual Opportunities:\nKinly 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. 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