Field Service Technician I

Aventiv Technologies•Sneads, FL

18d•$22 - $25

About The Position

The Field Service Technician I travels to various correctional facilities to maintain, repair, and resolve issues involving company products, features, and equipment. The role may be onsite, hybrid, or roving, and provides technical and administrative support to customers. It also supports tablet customers by administering programs and helping ensure tablets are fully utilized. The technician is a primary point of contact among facility personnel, Account Management, and other company staff. Responsibilities include configuring and maintaining user tablets; repairing phones, kiosks, video terminals, wireless access points, tablets, and other equipment; troubleshooting and supporting tablet users; maintaining security, software, user accounts, and access permissions; and training incarcerated individuals in responsible tablet use. The role also involves coordinating assignments and schedules, maintaining equipment and inventory across multiple sites, and communicating arrival and departure estimates to dispatchers. Depending on customer needs, the technician may provide administrative services such as data entry, account blocking and unblocking, reporting, training, call detail record reports, video-visitation assistance, and preparing recordings for subpoena-related use, including testifying in court when required. The technician may also train Securus customers and provide information to technical support while following guidance on company products and services.

Requirements

High school diploma or GED.
Demonstrated ability to work in difficult environments, such as correctional facilities.
Experience working with Windows OS and Microsoft Office.
Ability to understand customer service needs at various facilities and improve facility operations involving company products such as offender calling systems, video visitation, kiosks, and tablets.
Ability to complete tasks with urgency and high work quality.
Ability to quickly learn company products, features, and equipment.
Experience determining alternatives to escalation and recognizing when assistance is needed to address reported problems.
Timely responses to management and customer requests by phone, email, and/or reporting.
Adherence to Field Service Standards and company policies.
Self-starting approach and ability to self-train on communications-based product lines.
Ability to multitask, prioritize, and track issues concurrently.
Strong written and verbal communication skills for working with customers, dispatchers, technical support, specialists, other field technicians, and management.
Ability to learn minor repairs and troubleshooting for telephone and video-visitation systems and pass the associated skills test.

Nice To Haves

Experience installing, repairing, and maintaining telecommunications and networking devices.
Prior experience using small hand tools to repair electronics.
Previous experience working in law enforcement or a correctional environment.

Responsibilities

Serve as the primary representative between on-site facility personnel, Account Management, and other company personnel.
Set up and maintain individual tablets for users.
Repair phones, kiosks, video terminals, wireless access points (WAPs), tablets, and other required equipment at correctional facilities in the assigned area.
Provide technical support and troubleshoot tablet issues.
Ensure security measures are in place to prevent tablet misuse.
Assist with tablet software updates and installations.
Manage tablet user accounts and access permissions.
Collaborate with staff to coordinate tablet usage schedules.
Train incarcerated individuals to use tablets effectively and responsibly.
Maintain inventory and arrange for extra or damaged inventory to be returned across multiple sites.
Receive work assignments from dispatchers and provide estimated arrival and departure information.
Troubleshoot problems that standard procedures have not resolved, coordinating with multiple departments as needed.
Assist in educating and training Securus customers, provide information to technical support, and follow direction regarding Securus products and services.
Provide administrative services as needed or when assigned to a customer, including data entry for PIN/PAN and blocks/unblocks, customer reporting, training, CDR reports, video-visitation assistance, and preparing recordings on CD/DVD in response to subpoenas; testify in court when required.
Maintain an inventory of equipment and tools.
Manage and maintain assigned company inventories and assets, including tools, vehicles, parts inventory, and laptops.