Telecom Client Technician

ViaPath Technologies • McCook, NE

2d • Onsite

About The Position

ViaPath is seeking a Telecommunication Technician 3 (Site Admin Technician 3) for its Field Services team. Under the direction of the Field Service Manager, the technician works largely independently, with limited or no direct supervision, to provide remedial repair, preventive maintenance, and system reliability services. The role may also administer kiosk collection and service activities for customers across an assigned geographic territory. The position is based at a client site and requires travel to other client sites as needed.

The technician represents ViaPath to customers and clients, providing service for ViaPath products at assigned sites and serving as a point of contact for facility staff on customer-account issues. Work includes planning and communicating about service calls; maintaining and troubleshooting telephony, network, wiring, kiosk, and applicable video-visitation and tablet equipment; and returning damaged or inoperable equipment through ViaPath’s Return Merchandise Authorization process. The role may involve scheduled or unscheduled overtime and after-hours callouts. Work takes place in environments that may include government agencies, jails, and prisons, where stringent security guidelines must be followed.

Requirements

• High school diploma or GED required.
• Minimum of 2–4 years of related experience.
• Experience troubleshooting and the ability to define problems, collect data, establish facts, and draw valid conclusions.
• Proficiency with Windows OS, MS Office, and other software programs that may be required.
• Proficiency with telephony and networking, including copper, CAT 5/6, and fiber-optic wiring.
• Knowledge of wiring color codes and data-cabling fabrication.
• Ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds with assistance.
• Valid driver’s license.
• Willingness and ability to travel daily to various customer sites, with potential overnight trips.
• Ability and willingness to work scheduled or unscheduled overtime assignments and after-hours callouts.
• Ability to work in environments that may include government agencies, jails, and prisons while maintaining stringent security guidelines.

Responsibilities

• Represent ViaPath positively when meeting customers and clients and demonstrate service excellence.
• Provide overall service for ViaPath products at assigned customer sites and assist customers as needed.
• Prioritize and plan assigned service calls, communicate updates, and escalate problems when appropriate.
• Interact professionally with customers to foster positive relationships.
• Serve as the point of contact for facility staff regarding customer-account issues.
• Replace telephony hardware and network components; perform basic maintenance; pull cable; mount network devices; and install telephony hardware.
• Administer kiosk service and collections, clear bill or paper jams, and deposit monies at assigned financial institutions.
• Troubleshoot problems by defining issues, collecting data, establishing facts, and drawing valid conclusions; assist Technical Support with corrective action for deployed hardware and software.
• Develop working knowledge of operating standards, practices, and procedures.
• Trace and repair or replace damaged wiring and make repairs on 66-Blocks or Cutoff Switches.
• Handle special projects assigned by the Field Service Manager.
• Perform scheduled or unscheduled overtime work and after-hours callouts as needed.
• Help foster an effective and impactful team environment.
• Troubleshoot video-visitation session issues with guidance from ViaPath Technical Support where applicable.
• Perform basic troubleshooting of tablet functionality, applications, and Wi-Fi connectivity where applicable.
• Return damaged or inoperable equipment in accordance with ViaPath’s Return Merchandise Authorization process.

Benefits

• Medical, dental, and vision insurance with multiple plan options.
• Health Savings Account (HSA) with an employer contribution for eligible medical plans.
• Flexible Spending Accounts (FSA), including healthcare and dependent care spending accounts.
• Flexible Time Off (FTO), including vacation and sick time.
• Company holidays.
• Traditional and Roth 401(k) retirement plan options with employer matching contributions.
• Company-paid basic life insurance and short-term disability; additional voluntary coverage is available.
• Employee Assistance Program (EAP) offering confidential support for personal, financial, and family matters.
• Additional well-being resources, including access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED