Telecom Client Technician

ViaPath Technologies • Hillsboro, OR

4d • 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 Hillsboro, Oregon, and involves travel to additional sites. The work environment may include government agencies, jails, and prisons, where stringent security guidelines must be followed at all times. Scheduled and unscheduled overtime and after-hours callouts are expected.

Requirements

• High school diploma or GED.
• Two to four years of related experience.
• Experience troubleshooting, 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 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 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 as an ambassador and demonstrate service excellence when meeting with customers and clients.
• Provide overall service for ViaPath products at assigned customer sites and assist customers as needed.
• Prioritize and plan assigned service calls.
• Communicate updates about assigned service calls.
• 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 basic issues by defining problems, 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 or unscheduled overtime and after-hours callouts as required.
• Help energize and foster an effective, 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 Accounts and Flexible Spending Accounts, including an employer contribution to the HSA for eligible medical plans.
• 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, with additional voluntary coverage available.
• Employee Assistance Program offering confidential support for personal, financial, and family matters.
• Well-being resources and discounted services, including access to 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