About the position
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. This position will be based at the customer site in Plainfield, IN 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
• 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
• Perform Work on antennas, rooftops, catwalks, or elevated areas.
• Perform physically demanding tasks sometimes in confined environments.
Requirements
• 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 to include installing cable lines.
• 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
• Ability to use tools and equipment such as power tools, ladders, and boom lifts (certification required where applicable).
• Ability to work in confined spaces/environments and climb ladders.
Benefits
• Medical, Dental & Vision Insurance
• Health Saving Accounts (HSA) and Flexible Spending Accounts (FSA)
• Flexible Time Off (FTO)
• Company Holidays
• Retirement Plan (401(k))
• Life & Disability Insurance
• Employee Assistance Program (EAP)
• Additional Well-Being Resources