Telecom Technician

ViaPath Technologies • Columbus, OH

3d • 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 administer 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. Work takes place in environments that may include government agencies, jails, and prisons, with stringent security guidelines. Scheduled and unscheduled overtime and after-hours callouts are expected.

Requirements

• High school diploma or GED.
• 2–4 years of related experience.
• Experience troubleshooting, 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-cabling 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 maintain stringent security guidelines in government agency, jail, and prison environments.

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 or paper jams, and deposit 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; and develop working knowledge of operating standards, practices, and procedures.
• Troubleshoot wiring by tracing and repairing or replacing damaged wiring and making repairs to 66-blocks or cutoff switches.
• Handle special projects assigned by the Field Service Manager.
• Work scheduled or unscheduled overtime and after-hours callouts as required.
• 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 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 (EAP) providing 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