Telecom Client Technician

ViaPath Technologies • Richmond, VA

5d • $28 - $30

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 limited or no direct supervision, providing remedial repair, preventive maintenance, and system reliability services. The role may also include administering kiosk collection and service activities for customers across an assigned territory.

The technician represents ViaPath to customers and clients, provides service for ViaPath products at assigned sites, and handles service calls, equipment installation and repair, troubleshooting, kiosk service and collections, and related projects. The position involves regular travel to customer sites, potentially including overnight trips, and work in government, jail, and prison environments with stringent security requirements. Scheduled or unscheduled overtime and after-hours callouts are expected.

Requirements

• High school diploma or GED.
• 2–4 years of related experience.
• Experience troubleshooting, including 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 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 customer sites, with potential overnight trips.
• Ability and willingness to work scheduled or unscheduled overtime assignments and after-hours callouts.
• Ability to work in government agency, jail, and prison environments while maintaining stringent security guidelines.

Responsibilities

• Represent ViaPath positively with 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 money at assigned financial institutions.
• Perform basic troubleshooting by defining problems, collecting data, establishing facts, and drawing valid conclusions; assist Technical Support with corrective actions for deployed hardware and software; and develop working knowledge of operating standards, practices, and procedures.
• Troubleshoot wiring by tracing and repairing or replacing damaged wiring and repairing 66-Blocks or Cutoff Switches.
• Handle special projects assigned by the Field Service Manager.
• Work scheduled or unscheduled overtime and after-hours callouts as needed.
• Foster an effective and impactful team environment.
• Troubleshoot video visitation session issues with guidance from ViaPath Technical Support when applicable.
• Perform basic troubleshooting of tablet functionality, applications, and Wi-Fi connectivity when 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 employer contribution for eligible medical plans.
• Flexible Spending Accounts (FSA), including healthcare and dependent care accounts.
• 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 support for personal, financial, and family matters.
• Well-being resources including 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