Telecom Technician 3

ViaPath Technologies • Cranston, RI

2d • Onsite

About The Position

ViaPath is hiring a Telecommunication Technician 3 (Site Admin Technician 3) for its Field Services team. Under the direction of the Field Service Manager, the technician works largely independently, with no or limited 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 position is based at a client site in Cranston, Rhode Island.

The technician represents ViaPath in customer interactions, provides service for ViaPath products at assigned sites, and serves as a point of contact for facility staff regarding customer account issues. Duties include service-call planning and updates, hardware and wiring maintenance, kiosk servicing and collections, and troubleshooting deployed hardware, software, video visitation, and tablets. The role may involve daily travel to customer sites, overnight trips, scheduled or unscheduled overtime, and after-hours callouts. Work takes place in government agency, jail, and prison environments subject to stringent security guidelines.

Requirements

• High school diploma or GED.
• Minimum of 2–4 years of related experience.
• Experience troubleshooting and ability to define problems, collect data, establish facts, and draw 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-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 various customer sites, with potential overnight trips.
• Ability and willingness to work scheduled and/or unscheduled overtime 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 and perform basic maintenance.
• Pull cable, mount network devices, and install telephony hardware.
• Administer kiosk service and collections, clear bill and paper jams, and deposit collected money at assigned financial institutions.
• Troubleshoot problems by defining them, 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.
• Work scheduled and/or unscheduled overtime and after-hours callouts as required.
• 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 employer contribution for eligible medical plans.
• Healthcare and dependent care Flexible Spending Accounts (FSA).
• 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; additional voluntary coverage is available.
• Employee Assistance Program with confidential support for personal, financial, and family matters.
• Additional well-being resources, including access to 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