Telecom Client Technician

ViaPath Technologies • Only, TN

4d • Onsite

About The Position

ViaPath is seeking a Telecommunications Site Technician 4 (Site Administration Technician 4) to join its Field Services team. Under the direction of the Field Service Manager, the technician works largely independently, with limited 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 territory.

The position is based at a client site in Only, Tennessee, with travel to additional sites. Work takes place in environments that may include government agencies, jails, and prisons, where stringent security guidelines must be maintained. Scheduled and unscheduled overtime and after-hours callouts are expected.

Requirements

• High school diploma or GED.
• At least 4 years of experience involving technology troubleshooting, repairs, or other relevant technical work.
• Troubleshooting experience, including the ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to use wiring and cabling diagnostic tools, such as Link Runners, Fluke test equipment, and Wi-Fi Hounds.
• Proficiency in 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.
• Experience with wiring color codes and fabrication of data cabling.
• 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 and willingness and ability to travel daily to various customer sites, with potential overnight trips.
• Ability to maintain stringent security guidelines in work environments that may include government agencies, jails, and prisons.
• Ability and willingness to work scheduled and unscheduled overtime assignments and after-hours callouts.

Responsibilities

• Represent ViaPath positively when meeting customers and clients, demonstrating service excellence.
• Maintain and service 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 and 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.
• Perform basic troubleshooting by defining problems, collecting data, establishing facts, and drawing valid conclusions; assist Technical Support with corrective action on deployed hardware and software; and develop working knowledge of operating standards, practices, and procedures.
• Trace, repair, or replace damaged wiring and make repairs on 66-Blocks or Cutoff Switches.
• Handle special projects assigned by the Field Service Manager.
• Work scheduled or unscheduled overtime and respond to callouts as expected.
• 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 Accounts and Flexible Spending Accounts; employer HSA contributions are available for eligible medical plans.
• Flexible Time Off, including vacation and sick time.
• Company holidays.
• Traditional and Roth 401(k) options with employer matching contributions.
• Company-paid basic life insurance and short-term disability insurance; additional voluntary coverage is available.
• Employee Assistance Program with confidential personal, financial, and family support.
• 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