Telecom Site Technician

This position is based in Leesport, PA, and requires travel to multiple client sites within an assigned Eastern PA territory.

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.

Responsibilities

• Serve as a positive ambassador for ViaPath, demonstrating “Service Excellence” when meeting with customers and clients.
• Provide overall service of ViaPath products at assigned customer sites and assist customers at all times.
• Prioritize and plan assigned service calls and communicate updates associated with them.
• Escalate problems when appropriate and interact professionally with customers to foster positive relationships.
• Act as the point of contact for facility staff regarding any issues with customer accounts.
• 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.
• Work scheduled and/or unscheduled overtime and respond to 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 in 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.
• 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.
• 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, and 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 and 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.