Telecom Technician

ViaPath Technologies • Columbus, OH

2d • Onsite

About The Position

ViaPath is seeking 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 limited or no direct supervision, to provide remedial repairs, preventive maintenance, and system reliability services. The role may also include administering kiosk collection and service activities for customers across an assigned territory. The position is based at a client site in Marion, Ohio, and requires travel to other sites as needed.

The technician represents ViaPath when working with customers and clients and provides service for ViaPath products at assigned customer sites. Duties include planning and communicating about service calls; maintaining telephony and network equipment; administering kiosk services and collections; troubleshooting hardware, software, wiring, video visitation, tablet, and Wi-Fi issues; and returning damaged equipment through ViaPath’s return authorization process. Scheduled and unscheduled overtime and after-hours callouts are expected.

The work environment includes access to government agencies, jails, and prisons, where stringent security guidelines must be followed at all times. The role requires daily travel to customer sites and may involve overnight trips. ViaPath provides equal employment opportunities and describes a benefits package available to eligible full-time employees.

Requirements

• High school diploma or GED.
• Minimum of 2–4 years of related experience.
• Troubleshooting ability, including defining problems, collecting data, establishing facts, and drawing valid conclusions.
• Proficiency in 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 assignments and after-hours callouts.
• Ability to maintain stringent security guidelines in government agency, jail, and prison environments.

Responsibilities

• Represent ViaPath positively when meeting customers and clients, demonstrating service excellence.
• Provide 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 service and collections, clear bill and 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 action for deployed hardware and software.
• Develop working knowledge of operating standards, practices, and procedures.
• Trace and repair or replace damaged wiring, including repairs on 66-Blocks or Cutoff Switches.
• Handle special projects assigned by the Field Service Manager.
• Work scheduled or unscheduled overtime and respond to after-hours callouts as expected.
• Help 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 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; additional voluntary coverage is available.
• Employee Assistance Program (EAP) providing free, 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