Telecom Site Technician

ViaPath Technologies • Allentown, PA

9d • Onsite

About The Position

ViaPath is seeking a Telecommunications Site Technician to join the Field Services team. Under the direction of the Field Service Manager, the technician works largely independently, with no or limited direct supervision, providing remedial repairs, preventive maintenance, and system reliability services. The role may also include administering kiosk collection and service activities for customers throughout an assigned territory. This position is onsite at a customer facility in Allentown, Pennsylvania, and involves daily travel to customer sites, with possible overnight trips. The work environment may include government agencies, jails, and prisons, where strict security guidelines must be followed. Scheduled and unscheduled overtime and after-hours callouts are expected.

Requirements

• High school diploma or GED.
• At least 2–4 years of related experience.
• Troubleshooting ability, including defining problems, collecting data, establishing facts, and drawing valid conclusions.
• 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.
• Knowledge of wiring color codes and data-cable 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 various 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 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; perform basic maintenance; pull cable; mount network devices; and install telephony hardware.
• Administer kiosk servicing and collections, clear bill or paper jams, and deposit monies at assigned financial institutions.
• Troubleshoot problems by defining issues, 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.
• Trace and repair or replace damaged wiring, and make repairs to 66-blocks or cutoff switches.
• Handle special projects assigned by the Field Service Manager.
• Perform scheduled or unscheduled overtime work and after-hours callouts as needed.
• 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 in accordance with ViaPath’s Return Merchandise Authorization process.

Benefits

• Medical, dental, and vision insurance with multiple plan options.
• Health Savings Account (HSA) with an employer 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.
• Retirement plan with traditional and Roth 401(k) options and employer matching contributions.
• Company-paid basic life insurance and short-term disability insurance; additional voluntary coverage is available.
• Employee Assistance Program offering confidential personal, financial, and family support.
• 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