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 with limited direct supervision, you will provide remedial repair, preventive maintenance, and system reliability services. You may also administer kiosk collection/service activities with customers located geographically throughout an assigned territory. This position will be based at the client site in Raleigh, NC with travel to additional client sites as needed.

• 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.
• Prioritize and plan assigned service calls.
• Communicate updates associated with assigned service calls.
• Escalate problems when appropriate.
• Interact in a professional manner with customers to foster positive relationships.
• Act as point of contact for FACILITY staff for any issues regarding customer account.
• Replace telephony hardware and network components; perform basic maintenance practices.
• Pull cable, mount network devices, and install telephony hardware.
• Administer kiosk service and collections, clear bill/paper jams, and deposit monies at assigned financial institutions.
• Perform basic troubleshooting to include defining problems, collecting data, establishing facts, and drawing valid conclusions; assist Technical Support departments with corrective action on deployed hardware and software; develop working knowledge of all operating standards, practices, and procedures.
• Handle 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 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, including copper, CAT 5/6, and fiber optic wiring.
• Knowledge of wiring color code and fabrication of data cabling.

Via Path, an innovation leader in correctional technology, education solutions that assist in rehabilitating inmates, and payment services solutions for government. Via Path leads the fields of correctional technology, education, and government payment services with visionary solutions and customized products that integrate seamlessly to deliver security, financial value, and operational efficiencies while aiding inmate rehabilitation and reducing recidivism rates.

Via Path is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, pregnancy or pregnancy‑related condition, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state, or local laws, regulations or ordinances.

The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.