Field Service Tech I

Aventiv Technologies

21h•Hybrid

About The Position

Responsible for maintenance and repair telecommunication equipment, associated computers, networking, and electronic equipment and to install or assist on installing all Securus’ products, features and equipment. Travels from location to location to resolve issues as stated above but could also serve as an onsite technician for a particular customer providing both technical and administrative duties or as a hybrid technician who is both on site and roving.

Requirements

Demonstrate the proficient understanding of the customers’ service needs and work to improve the operation of their facility with regard to all of Securus products such as: Inmate Calling System, Video Visitation, Kiosk and/or Tablets
Working knowledge and the ability to learn of all applicable practices, standards and codes (cabling, networking, industry, and Securus equipment)
Ability to work all tasks to completion with a high sense of urgency and the highest work quality
Must have or learn basic knowledge of Securus’ products, features and equipment
Determine when to negotiate alternatives, when to escalate a problem or when to ask for assistance in dealing with the various problems reported
Timely responses to requests from management and customers via phone, e-mail and/or with reporting
Adhere to Field Service Standards and all Company policies
Self-starting, able to self-train on telephony based product line
Excellent ability at multi-tasking, setting priorities and tracking issues concurrently
Strong communications skills, written and verbal, for working with customers, dispatchers, technical support, specialists, other field technicians and management.
High school diploma or GED
1 year of installation repair and maintenance of telecom and networking devices
Experience working with Windows OS, VOIP, Adtran AOS, or Cisco IOS and wireless technology
Telephony experience - including but not limited to: pulling cable (Cat3 & Cat5), terminations (110, 66, Krone, RJ11 & RJ45) up to 100 pair cables and troubleshooting wiring / T1 / CO dial tone problems

Nice To Haves

Microsoft Certifications (A+, N+, MCSE etc…)
Cisco Certifications (CCNA etc…)
Electronics / Electrical Certification or Degree
2 years of installation repair and maintenance of telecom and networking devices.

Responsibilities

Repairs, maintains, programs and installs telecommunications hardware, associated LAN/WAN/networking hardware/software, various electronic equipment and wiring per specifications, codes, standards and operational procedures in correctional facilities
Repairs/installs phones, kiosk, video terminals, WAP’s, tablets and other required equipment within correctional facilities within assigned area of responsibility
Maintain and provide operations support for site surveys, pre-bid meetings and/or sales conferences
Communicates with dispatchers to receive work assignments and provides dispatchers with ETA for arrival and departure information
Troubleshoots situations where standard procedures have failed in isolating or resolving problems while interfacing with multiple departments for problem resolution
Required to assist in educating and training Securus customers, providing information to technical support and following direction given on Securus products & services
Provide administrative services on as needed basis or when dedicated to a particular customer: data entry including PIN/PAN, blocks/unblocks, customer reporting, training, providing CDR reports, assisting with video visitation and burning recordings and/or video to CD/DVD per subpoena and testifying in court when required
Maintains inventory of equipment and tools
Manages and maintains assigned company inventories and assets (tool, vehicle, parts inventory, laptop etc.
Demonstrates proficient skills with telephony–pulling cable, terminating cable, trouble shoot wiring, loading configuration files, install and maintain all Securus equipment