Telecommunications Field Specialist

2 weeks ago

Media, Pennsylvania, United States ViaPath Full time
Company Overview

ViaPath stands at the forefront of correctional technology, providing innovative solutions in education and payment services that support inmate rehabilitation. Our commitment to excellence is reflected in our customized products that enhance security, deliver financial efficiency, and promote operational effectiveness while reducing recidivism rates.

Position Overview

We are seeking a dedicated Telecommunications Field Specialist to join our Field Services team. This role operates under the guidance of the Field Service Manager, primarily working independently with minimal supervision to deliver essential repair, maintenance, and reliability services. The specialist will also manage kiosk collection and service activities across a designated territory.

Key Responsibilities:
  • Act as a positive representative for ViaPath, exemplifying our commitment to "Service Excellence" in all customer interactions.
  • Oversee the service and maintenance of ViaPath products at designated client locations, ensuring customer satisfaction at all times.
  • Effectively prioritize and organize service calls to optimize response times.
  • Provide timely updates regarding service call statuses to relevant stakeholders.
  • Identify and escalate issues as necessary to ensure swift resolution.
  • Maintain professional relationships with customers to foster trust and collaboration.
  • Serve as the primary contact for facility staff regarding customer account inquiries.
  • Replace telecommunication hardware and network components while performing basic maintenance tasks.
  • Install network devices, pull cables, and set up telecommunication hardware as required.
  • Manage kiosk services, including clearing jams and processing deposits at financial institutions.
  • Conduct basic troubleshooting, including problem identification, data collection, and analysis, while collaborating with Technical Support for corrective actions.
  • Perform wiring troubleshooting, including repairing or replacing damaged wiring and making necessary adjustments on 66-Blocks or Cutoff Switches.
  • Handle special projects as assigned by the Field Service Manager.
  • Be prepared for scheduled and unscheduled overtime work and callouts as needed.
  • Encourage a collaborative and impactful team environment.
  • Troubleshoot video visitation session issues with support from ViaPath Technical Support when necessary.
  • Address basic troubleshooting of tablet functionalities, applications, and Wi-Fi connectivity issues as required.
  • Return non-functional or damaged equipment following ViaPath's Return Merchandise Authorization process.
Qualifications:
  • A high school diploma or GED is required.
  • 2-4 years of relevant experience in telecommunications or a related field.
  • Proficient in telephony and networking equipment, including copper, CAT 5/6, and fiber optic cabling.
  • Understanding of wiring color codes and data cabling fabrication.
  • Experience in troubleshooting, with the ability to define problems, gather data, and draw accurate conclusions.
  • Familiarity with Windows OS, MS Office, and other necessary software applications.
  • Ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 100 pounds with assistance.
  • A valid driver's license is required.
  • The role involves working in environments with stringent security protocols, including access to government facilities.
  • Willingness to accept scheduled and unscheduled overtime and after-hours callouts.
Equal Employment Opportunity:

ViaPath is dedicated to maintaining a policy of Equal Employment Opportunity and will not discriminate against any applicant or employee based on race, color, religion, national origin, sex, age, disability, veteran status, or any other legally protected status.

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