Telecom Client Technician

ViaPath Technologies • Only, TN

3d • Onsite

About The Position

ViaPath is seeking a Telecommunications Site Technician 4 (Site Administration Technician 4) for its Field Services team. Under the direction of the Field Service Manager, the technician works largely independently, with limited or no direct supervision, providing remedial repair, preventive maintenance, and system reliability services. The role may also involve administering kiosk collection and service activities for customers throughout an assigned territory. The position is based at the client site in Only, Tennessee, with travel to additional sites.

The technician represents ViaPath to customers and clients, supports ViaPath products at assigned sites, and handles service calls and account-related issues. Work includes installing and repairing telephony and network equipment, troubleshooting wiring and connected devices, servicing kiosks, and assisting with video visitation and tablet issues. Scheduled or unscheduled overtime and after-hours callouts are expected. The work environment includes access to government agencies, jails, and prisons, where stringent security guidelines must be followed.

Requirements

• High school diploma or GED.
• At least 4 years of experience involving technology troubleshooting, repairs, or other relevant technical work.
• Experience troubleshooting, including defining problems, collecting data, establishing facts, and drawing valid conclusions.
• Ability to use wiring and cabling diagnostic tools, such as Link Runners, Fluke test equipment, and Wi-Fi Hounds.
• 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.
• 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.
• Willingness and ability to travel daily to various customer sites, with potential overnight trips.
• Ability and willingness to work scheduled and unscheduled overtime and after-hours callouts.
• Ability to maintain stringent security guidelines in government agency, jail, and prison environments.

Responsibilities

• Represent ViaPath positively when meeting customers and clients, demonstrating 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 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 collected monies at assigned financial institutions.
• Troubleshoot issues by defining problems, collecting data, establishing facts, and drawing valid conclusions; assist Technical Support with corrective actions for deployed hardware and software.
• Develop a 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 as assigned by the Field Service Manager.
• Work scheduled or unscheduled overtime and respond to after-hours callouts.
• 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 according to ViaPath’s Return Merchandise Authorization process.
• Travel to customer sites as needed, potentially including overnight trips, and follow security guidelines at government, jail, and prison environments.

Benefits

• Medical, dental, and vision insurance with multiple plan options.
• Health Savings Account (HSA) employer contribution for eligible medical plans.
• Flexible Spending Accounts for healthcare and dependent care.
• Flexible Time Off, 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 insurance; additional voluntary coverage is available.
• Employee Assistance Program (EAP) offering confidential support for personal, financial, and family matters.
• Well-being resources and discounted services, including Care.com, Calm, Active&Fit, Telavet, and LegalShield.

What This Job Offers

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