Telecom Site Technician

ViaPath Technologies • Harrisburg, PA

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 or no direct supervision, to provide remedial repairs, preventive maintenance, and system reliability services. The role may also administer kiosk collection and service activities for customers across an assigned territory.

This position is performed onsite at a customer facility in Carlisle, Pennsylvania. The technician provides service for ViaPath products at assigned customer sites, supports customers and facility staff, troubleshoots telecommunications, networking, kiosk, and tablet issues, and follows applicable security guidelines in government, jail, and prison environments. Daily travel to customer sites is required, with potential overnight trips. 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.
• Experience troubleshooting and 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 with Windows operating systems, Microsoft Office, and other required software programs.
• 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 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 to customer sites daily, potentially including 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 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 monies at assigned financial institutions.
• Troubleshoot problems by defining them, collecting data, establishing facts, and drawing valid conclusions; assist Technical Support with corrective action on deployed hardware and software.
• Develop working knowledge of applicable operating standards, practices, and procedures.
• Trace and repair or replace damaged wiring and perform 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 as expected.
• 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 daily and potentially take overnight trips.
• Maintain stringent security guidelines while working in government agency, jail, and prison environments.

Benefits

• Medical, dental, and vision insurance with multiple plan options.
• Health Savings Account and Flexible Spending Accounts; employer HSA contributions for eligible medical plans.
• Healthcare and dependent care spending 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 coverage; additional voluntary coverage is available.
• Employee Assistance Program with 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: Mid Level
• Education Level: High school or GED