Telecom Client Technician

ViaPath Technologies•Sarasota, FL

About The Position

Overview ViaPath is looking for a Telecommunications Site Technician 5 (Site Administration Technician 5) to join our Field Services team. Under the direction of the Field Service Manager but working largely independently without and/or with limited direct supervision, provide remedial repair, preventive maintenance, and system reliability services. Potentially administer kiosk collection/service activities with customers located geographically throughout an assigned territory. Responsibilities Serve as a positive Ambassador representative for ViaPath when meeting with customers and clients – clearly demonstrating “Service Excellence” Responsible for overall service of ViaPath products at assigned customer sites and willing to assist the customer at all times Prioritizing and planning of assigned service calls Communicating updates associated with assigned service calls Escalating problems when appropriate Interacting in a professional manner with customers to foster positive relationships Point of contact for FACILITY staff for any issues regarding customer account Replacing telephony hardware and network components, basic maintenance practices Pulling cable, mounting network devices, installing telephony hardware Administer kiosk service and collections, clearing bill/paper jams, and deposit monies at assigned financial institutions Basic troubleshooting to include defining problems, collecting data, establishing facts, and drawing valid conclusions; assisting Technical Support departments with corrective action on deployed hardware and software; developing working knowledge of all operating standards, practices, and procedures Wiring troubleshooting to include tracing and repairing or replacing damaged wiring and effecting repairs on 66-Blocks or Cutoff Switches Handle special projects as assigned by Field Service Manager Scheduled and/or unscheduled overtime work and callouts are to be expected Energize and 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 issues where applicable Return damaged or inoperable equipment in accordance with ViaPath Return Merchandise Authorization process Dispatch to the customer sites to conduct preventive maintenance, quality assessments, tablet deployments, new implementations ('go-lives'), and assist in resolving impairments to our services and technologies. Dispatch as required by the supervisor or Dispatch Center. Other duties as assigned.

Requirements

A High School Diploma or general education degree (GED) is required
6+ years’ experience involving technology troubleshooting, repairs and/or other relevant technical experience.
Advanced experience troubleshooting, ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to use wiring and cabling diagnostic tools such as but not limited to Link Runners, Fluke Test Equipment, Wi-Fi Hounds, etc.
Ability to clearly demonstrate use of tablet (Android IOS or iPAD) functionality to novice end users
Proven proficiency in Windows OS, Microsoft Office, and other software programs that may be required
Proven proficiency with telephony and networking, inclusive of copper, CAT 5/6, and fiber optic wiring
Thorough experience of wiring color code and fabrication of data cabling
Must be able to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds with assistance
Must possess a valid driver’s license.
The willingness and ability to travel to various customer sites daily with the potential for overnight trips
The work atmosphere will be relevant with access to government agencies, jail, and prison environments, with stringent security guidelines to be maintained at-all-times
Ability and willingness to work the scheduled and/or unscheduled overtime work assignments and after-hour callouts

Responsibilities

Serve as a positive Ambassador representative for ViaPath when meeting with customers and clients – clearly demonstrating “Service Excellence”
Responsible for overall service of ViaPath products at assigned customer sites and willing to assist the customer at all times
Prioritizing and planning of assigned service calls
Communicating updates associated with assigned service calls
Escalating problems when appropriate
Interacting in a professional manner with customers to foster positive relationships
Point of contact for FACILITY staff for any issues regarding customer account
Replacing telephony hardware and network components, basic maintenance practices
Pulling cable, mounting network devices, installing telephony hardware
Administer kiosk service and collections, clearing bill/paper jams, and deposit monies at assigned financial institutions
Basic troubleshooting to include defining problems, collecting data, establishing facts, and drawing valid conclusions; assisting Technical Support departments with corrective action on deployed hardware and software; developing working knowledge of all operating standards, practices, and procedures
Wiring troubleshooting to include tracing and repairing or replacing damaged wiring and effecting repairs on 66-Blocks or Cutoff Switches
Handle special projects as assigned by Field Service Manager
Scheduled and/or unscheduled overtime work and callouts are to be expected
Energize and 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 issues where applicable
Return damaged or inoperable equipment in accordance with ViaPath Return Merchandise Authorization process
Dispatch to the customer sites to conduct preventive maintenance, quality assessments, tablet deployments, new implementations ('go-lives'), and assist in resolving impairments to our services and technologies.
Dispatch as required by the supervisor or Dispatch Center.
Other duties as assigned.

Benefits

ViaPath is committed to supporting the health, well-being, and security of our employees. Eligible full-time employees have access to a comprehensive benefits package that includes:
Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
Flexible Time Off (FTO) – Including vacation and sick time
Company Holidays
Retirement Plan (401(k)) – Traditional and Roth 401(k) options available including employer matching contributions.
Life & Disability Insurance – Company-paid basic life insurance and short-term disability; additional voluntary coverage available.
Employee Assistance Program (EAP) – Free, confidential support for personal, financial, and family matters.
Additional Well-Being Resources – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.
Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.