Telecom Client Technician
ViaPath
- West Columbia, SC
- Permanent
- Full-time
- 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
- 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
- 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