Telecom Site Technician

ViaPath Technologies • Harrisburg, PA

6d • Onsite

About The Position

ViaPath is seeking a Telecommunications Site Technician 4 (Site Administration Technician 4) 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 involve administering kiosk collection and service activities for customers throughout an assigned territory.

This position is performed onsite at a customer facility in Carlisle, Pennsylvania. The technician services ViaPath products at assigned customer sites, handles telephony and networking equipment and wiring, supports kiosk and tablet functionality, and works with ViaPath Technical Support as needed. The role requires daily travel among customer sites, with possible overnight trips, and scheduled or unscheduled overtime and after-hours callouts. Work may take place in government agencies, jails, and prisons, where stringent security guidelines must be followed.

Requirements

• High school diploma or GED.
• At least 4 years of experience involving technology troubleshooting, repairs, or other relevant technical work.
• Troubleshooting experience, including the ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to use wiring and cabling diagnostic tools, such as Link Runners, Fluke test equipment, and Wi-Fi Hounds.
• 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.
• Experience with wiring color codes and fabrication of data cabling.
• 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 and willingness and ability to travel daily to various customer sites, with potential overnight trips.
• Ability and willingness to work scheduled and 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 with 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 actions for 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 repairing 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 and Flexible Spending Account options; employer HSA contributions are available 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 providing confidential personal, financial, and family support.
• 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