Telecom Client Technician

Overview

ViaPath 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 throughout an assigned territory. This position is based at the customer site in Henderson, KY with travel to additional sites.

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.
• 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 the 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: define problems, collect data, establish facts, draw valid conclusions; assist Technical Support with corrective action on deployed hardware and software; develop working knowledge of operating standards, practices, and procedures.
• Wire troubleshooting: trace and repair or replace damaged wiring and effect repairs on 66‑Blocks or Cutoff Switches.
• Handle special projects as assigned by the Field Service Manager.
• Perform scheduled and/or unscheduled overtime work and callouts as needed.
• 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

• High school diploma or GED required.
• 2–4 years of related experience.
• Experience troubleshooting, with ability to define problems, collect data, establish facts, and draw valid conclusions.
• Proficient in Windows OS, MS Office, and other required software programs.
• Proficient with telephony and networking, inclusive of copper, CAT 5/6, and fiber optic wiring.
• Knowledge of wiring color codes and fabrication of data cabling.
• Ability to frequently lift and/or move up to 10 lb and occasionally lift and/or move up to 100 lb with assistance.
• Valid driver’s license.
• Willingness and ability to travel to various customer sites daily, with potential for overnight trips.
• Ability to work in environments such as government agencies, jails, and prisons, adhering to stringent security guidelines.
• Willingness to work scheduled and/or unscheduled overtime assignments and after‑hours callouts.

Benefits

• Medical, Dental & Vision Insurance – multiple plan options.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) with employer contributions.
• Flexible Time Off (FTO) including vacation and sick time.
• Company holidays.
• Retirement Plan (401(k)) – traditional and Roth options with employer matching.
• Life & Disability Insurance – company‑paid basic life insurance and short‑term disability; additional voluntary coverage available.
• Employee Assistance Program (EAP) – free, confidential support for personal, financial, and family matters.
• Additional well‑being resources such as Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.