Field Service Technician II

Aventiv•, NM

11d•$25 - $28•Onsite

About The Position

This field-based, roving technician position supports multiple correctional facility sites throughout New Mexico, including Carlsbad, Roswell, Hobbs, Portales, and Lordsburg. It is not a remote role. Regular regional travel is required, with some locations approximately 321 miles one way from Carlsbad. Vehicle-related reimbursement is provided through the MOTUS program. The technician maintains, repairs, programs, and installs telecommunications equipment, associated computers, networking hardware and software, and other electronic equipment, and installs Securus products, features, and equipment. The role also supports tablet customers by helping administer the program, ensuring tablets are fully utilized, maintaining accurate inventories, and arranging the return of excess or damaged inventory. Depending on customer needs, the technician may provide onsite technical and administrative support at a particular facility or work as a hybrid onsite and roving technician. The position also provides installation, training, and troubleshooting assistance to Field Service Associates and Field Service Technician I employees.

Requirements

High school diploma or GED.
At least 3 years of experience installing, repairing, and maintaining telecommunications and networking devices.
Experience with Windows OS, VOIP, Adtran, Fortinet, AOS, Cisco IOS, and wireless technology.
Telephony experience, including pulling Cat3 and Cat5 cable; terminating 110, 66, Krone, RJ11, and RJ45 connections; working with cables up to 100 pair; and troubleshooting wiring, T1, and CO dial tone problems.
Experience and knowledge of network cabling configuration, troubleshooting, and installation standards for Cat3, Cat5, and Cat6.
Working understanding of customer service needs and Securus products such as inmate calling systems, video visitation, kiosks, and tablets.
Ability to learn applicable practices, standards, and codes related to electrical work, cabling, fiber, wireless, networking, conduit, industry requirements, and Securus equipment.
Ability to complete tasks with urgency and high work quality, resolve issues through alternatives when appropriate, and escalate issues when necessary.
Ability to respond to management and customer requests by phone, email, and reporting; adhere to Field Service Standards and company policies; and self-train on telephony-based products.
Strong multitasking, prioritization, issue-tracking, written communication, and verbal communication skills.
Ability to travel regularly among assigned regional sites.
Ability to perform the stated physical activities and, when required, lift up to 45 pounds.

Nice To Haves

Experience bending EMT and rigid conduit.
Microsoft certifications such as A+, N+, or MCSE.
Cisco certifications such as CCNA.
Electronics or electrical certification or degree.
Six or more years of related experience.
Wireless technology experience.
Fiber termination experience.
Previous experience working in law enforcement or a correctional environment.

Responsibilities

Repair, maintain, program, and install telecommunications hardware, LAN/WAN and networking hardware and software, electronic equipment, and wiring in correctional facilities, following applicable specifications, codes, standards, and procedures.
Repair and install phones, kiosks, video terminals, wireless access points, tablets, and other required equipment at correctional facilities in the assigned area.
Support site surveys, pre-bid meetings, and sales conferences.
Coordinate with dispatchers to receive work assignments and provide estimated arrival and departure information.
Troubleshoot problems that standard procedures have not resolved, coordinating with multiple departments as needed.
Educate and train Securus customers, provide information to technical support, and follow direction concerning Securus products and services.
Provide administrative services as needed or when assigned to a particular customer, including data entry for PIN/PAN and blocks or unblocks, customer reporting, training, CDR reports, video visitation assistance, preparing recordings or video on CD/DVD in response to subpoenas, and testifying in court when required.
Maintain equipment and tool inventory and manage assigned company assets, including tools, vehicle, parts inventory, and laptop.
Perform telephony work, including pulling and terminating cable, troubleshooting wiring, loading configuration files, and installing and maintaining Securus equipment.
Assist with installation, training, and troubleshooting for Field Service Associates and Field Service Technician I employees.