Telecom Client Technician

ViaPath; Dover (NH); On-site; USD 30,000 - 47,000; Full time

Job summary

ViaPath is seeking a Telecommunication Technician 3 (Site Admin Technician 3) to join the Field Services team. This role operates largely independently, delivering remedial repair, preventive maintenance, and system reliability services at customer sites across an assigned territory.

Under the direction of the Field Service Manager, you will replace telephony hardware, pull cables, mount devices, and support kiosk service while adhering to security guidelines.

Qualifications

• High school diploma or GED.
• 2–4 years of related experience.
• Ability to troubleshoot and define problems, collect data, establish facts, and draw conclusions.
• Proficient in Windows OS, MS Office.
• Telephony and Networking knowledge including copper, CAT5/6, and fiber.
• Knowledge of wiring color code and data cabling fabrication.
• Must frequently lift up to 10 pounds and occasionally up to 100 pounds with assistance.
• Must possess a valid driver’s license and be willing to travel to customer sites daily.
• Work environment includes access to government/jail environments with strict security guidelines.
• Ability to work scheduled and unscheduled OT and after-hours callouts.

Responsibilities

• Serve as ambassador for ViaPath and demonstrate Service Excellence.
• Be responsible for service of ViaPath products at assigned customer sites and assist customers as needed.
• Prioritize and plan assigned service calls.
• Communicate updates related to service calls.
• Escalate problems when appropriate.
• Interact professionally with customers to foster positive relationships.
• Serve as point of contact for facility staff.
• Replace telephony hardware and network components and perform basic maintenance.
• Pull cable, mount network devices, and install telephony hardware.
• Administer kiosk service and collections at financial institutions.
• Perform basic troubleshooting and support other departments with corrective action.
• Troubleshoot wiring, repair/replace cabling, and address 66-blocks or cutoff switches.
• Handle special projects as assigned by Field Service Manager.
• Overtime and callouts expected.

Skills

Troubleshooting

Windows OS

MS Office

Telephony & Networking

Data cabling fabrication

Color code knowledge

Valid driver’s license

Willingness to travel daily

Security consciousness

Education

High school diploma or GED

Tools

Telephony hardware installation

Cable pulling and device mounting

Fiber optic wiring (premises)

Job description

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 without and/or 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

• High school diploma or general education degree (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, inclusive of copper, CAT 5/6, and fiber optic wiring
• Knowledge 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-hours callouts.

Additional Information

ViaPath is committed to providing equal employment opportunities to all qualified individuals and to maintaining a workplace free from discrimination and harassment. Employment decisions are based on individual merit, qualifications, performance, and business needs. In accordance with applicable federal, state, and local laws, ViaPath does not discriminate or permit harassment against any employee or applicant based on any characteristic protected by law. ViaPath’s commitment applies to the fullest extent required by federal, state, and local laws applicable to its contracts and operations.

Benefits Overview

ViaPath is committed to supporting the health, well‑being, and security of our employees. 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 Saving 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. The information above provides a brief summary of our benefit programs. Actual coverage details are governed by the official plan documents, which control in the event of conflict. ViaPath reserves the right to modify or terminate any benefit program at any time.