Telecom Client Technician

Overview

Via Path is looking for a Telecommunication Technician 3 (Site Admin Technician
3) to join the Field Services team. Under the direction of the Field Service Manager, but working largely independently without and / or limited direct supervision, provide remedial repair, preventive maintenance, and system reliability services. Potentially administer kiosk collection / service activities with customers located geographically throughout an assigned territory.

• Serve as a positive Ambassador representative for Via Path when meeting with customers and clients – clearly demonstrating “Service Excellence”
• Responsible for overall service of Via Path products at assigned customer sites and willing to assist the customer at all times
• Prioritizing and planning of assigned service calls
• Communicating updates associated with assigned service calls
• Escalating problems when appropriate
• Interacting in a professional manner with customers to foster positive relationships
• Point of contact for FACILITY staff for any issues regarding customer account
• Replacing telephony hardware and network components, basic maintenance practices
• Pulling cable, mounting network devices, installing telephony hardware
• Administer kiosk service and collections, clearing bill / paper jams, and deposit monies at assigned financial institutions
• Basic troubleshooting to include defining problems, collecting data, establishing facts, and drawing valid conclusions; assisting Technical Support departments with corrective action on deployed hardware and software; developing working knowledge of all operating standards, practices, and procedures
• Wiring troubleshooting to include tracing and repairing or replacing damaged wiring and effecting repairs on 66-Blocks or Cutoff Switches
• Handle special projects as assigned by Field Service Manager
• Scheduled and / or unscheduled overtime work and callouts are to be expected
• Energize and foster an effective and impactful team environment
• Troubleshoot video visitation session issues with guidance from Via Path Technical Support where applicable
• Perform basic troubleshooting of tablet functionality, applications, and Wi-Fi connectivity issues where applicable
• Return damaged or inoperable equipment in accordance with Via Path Return Merchandise Authorization process

• High school diploma or general education degree (GED) is required.
• Minimum of 2-4 years of related experience.
• Experience troubleshooting, ability to define problems, collect data, establish facts, and draw valid conclusions.
• Proficient in Windows OS, MS Office, and other software programs that may be required
• Proficient with Telephony and Networking, inclusive of copper, CAT 5 / 6, and fiber optic wiring
• Knowledge of wiring color code and fabrication of data cabling.
• Must be able to frequently lift and / or move up to 10 pounds and occasionally lift and / or move up to 100 pounds with assistance.
• Must possess a valid driver’s license. The willingness and ability to travel to various customer sites daily with the potential for overnight trips
• The work atmosphere will be relevant with access to government agencies, jail, and prison environments, with stringent security guidelines to be maintained at-all-times
• Ability and willingness to work the scheduled and / or unscheduled overtime work assignments and after-hours callouts.