Telecom Client Technician

ViaPath Technologies • Richmond, VA

4d

About The Position

ViaPath is seeking a Telecommunication Technician 3 (Site Admin Technician 3) to join its Field Services team. Under the direction of the Field Service Manager, the technician works largely independently, with little 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 territory.

The technician represents ViaPath when working with customers and clients, maintains ViaPath products at assigned sites, and may travel daily to customer locations, with potential overnight trips. The work environment includes access to 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.
• 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 required software programs.
• 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 or move up to 10 pounds and occasionally lift or move up to 100 pounds with assistance.
• Valid driver's license.
• Willingness and ability to travel daily to 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 monies at assigned financial institutions.
• Troubleshoot equipment by defining problems, collecting data, establishing facts, and drawing valid conclusions; assist Technical Support with corrective actions for deployed hardware and software.
• Develop working knowledge of operating standards, practices, and procedures.
• Trace and repair or replace damaged wiring and repair 66-Blocks or Cutoff Switches.
• Handle special projects assigned by the Field Service Manager.
• Work scheduled or unscheduled overtime and 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.

Benefits

• Medical, dental, and vision insurance with multiple plan options.
• Health Savings Account (HSA) with an employer-provided contribution for eligible medical plans.
• Flexible Spending Accounts (FSA), including healthcare and dependent care spending accounts.
• 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, with additional voluntary coverage available.
• Employee Assistance Program offering free, confidential support for personal, financial, and family matters.
• Additional 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: Mid Level
• Education Level: High school or GED