Telecom Client Technician

This is a remote-based position that can be located in Daytona, Palm Coast, Flagler, Palatka, St. Augustine, Hastings, or Palatka. The role requires travel to client sites, potentially including overnight trips.

About the role

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 and service activities with customers throughout an assigned territory.

Responsibilities

• Serve as a positive ambassador for ViaPath, demonstrating “Service Excellence” when meeting with customers and clients.
• Responsible for overall service of ViaPath products at assigned customer sites and assisting customers at all times.
• Prioritize and plan assigned service calls, communicating updates and escalating problems when appropriate.
• Interact professionally with customers to foster positive relationships and serve as the point of contact for facility staff regarding customer account issues.
• Replace telephony hardware and network components, perform basic maintenance, 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, including defining problems, collecting data, establishing facts, and drawing valid conclusions.
• Assist Technical Support departments with corrective action on deployed hardware and software.
• Develop a working knowledge of all operating standards, practices, and procedures.
• Troubleshoot wiring issues, including tracing and repairing or replacing damaged wiring and effecting 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 expected.
• Energize and foster an effective and impactful team environment.
• Troubleshoot video visitation session issues with guidance from ViaPath Technical Support.
• Perform basic troubleshooting of tablet functionality, applications, and Wi-Fi connectivity issues.
• Return damaged or inoperable equipment in accordance with ViaPath’s Return Merchandise Authorization process.

Requirements

• High school diploma or general education degree (GED) is required.
• Minimum of 2-4 years of related experience.
• Experience troubleshooting, with the 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, including 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 pounds and occasionally lift and/or move up to 100 pounds with assistance.
• Must possess a valid driver’s license.
• Willingness and ability to travel to various customer sites daily, with potential for overnight trips.
• Ability to work in government agencies, jails, and prison environments while adhering to stringent security guidelines.
• Ability and willingness to work scheduled and/or unscheduled overtime and after-hours callouts.

Benefits

Eligible full-time employees have access to a comprehensive benefits package that includes:

• Medical, Dental & Vision Insurance – Multiple plan options designed to support a variety of coverage needs.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) – Employer-provided contribution to the HSA for eligible medical plans. Healthcare and dependent care spending accounts available.
• Flexible Time Off (FTO) – Including vacation and sick time.
• Company Holidays
• Retirement Plan (401(k)) – Traditional and Roth 401(k) options available, including employer matching contributions.
• 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 – Includes access to Care.com, Calm, Active&Fit, Telavet, LegalShield, and other lifestyle resources and discounted services.

Eligibility for certain benefits may depend on employee status, work location, and applicable plan documents. Benefits and terms are subject to change.