Telecom Client Technician

Overview

ViaPath is looking for a Telecommunications Site Technician 4 (Site Administration Technician 4) to join our Field Services team.

Under the direction of the Field Service Manager but working largely independently without and / or with 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.

Responsibilities

• Serve as a positive Ambassador representative for ViaPath when meeting with customers and clients clearly demonstrating Service Excellence
• Responsible for overall service of ViaPath 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 ViaPath 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 ViaPath Return Merchandise Authorization process

Qualifications

• A High School Diploma or general education degree (GED) is required
• 4+ years’ experience involving technology troubleshooting, repairs and / or other relevant technical experience.
• Experience troubleshooting, ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to use wiring and cabling diagnostic tools such as but not limited to Link Runners, Fluke Test Equipment, Wi-Fi Hounds, etc.
• Proven proficiency in Windows OS, MS Office, and other software programs that may be required
• Proven proficiency with telephony and networking, inclusive of copper, CAT 5 / 6, and fiber optic wiring
• Experience 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-hour callouts
30+ days ago