Field Service Technician II

Aventiv Technologies•, NM

6d•$25 - $28•Onsite

About The Position

The Field Service Technician II is a field-based, roving technician supporting multiple correctional-facility sites throughout New Mexico, including Carlsbad, Roswell, Hobbs, Portales, and Lordsburg. This is not a remote role and requires regular regional travel; some locations are approximately 321 miles one way from Carlsbad. Vehicle-related reimbursement is provided through the MOTUS program. The position maintains and repairs telecommunications equipment, associated computers, networking and electronic equipment, and installs Securus products, features, and equipment. It also supports tablet customers by helping administer the program, ensuring tablets are utilized and inventories are maintained, and returning excess or damaged inventory. Depending on customer needs, the technician may provide onsite technical and administrative support at a particular customer location or work in a hybrid onsite and roving capacity. The role also provides installation assistance, training, and troubleshooting assistance to FSA and/or FST1 personnel.

Requirements

High school diploma or GED.
At least 3 years of experience installing, repairing, and maintaining telecommunications and networking devices.
Experience working 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 up to 100-pair cables; and troubleshooting wiring, T1, and CO dial-tone problems.
Experience and knowledge of network cabling configurations, troubleshooting, and installation standards for Cat3, Cat5, and Cat6.
Ability to understand customer service needs and support facility operations involving Securus products such as inmate calling systems, video visitation, kiosks, and tablets.
Working knowledge of, and ability to learn, applicable electrical, cabling, fiber, wireless, networking, conduit, industry, and Securus equipment practices, standards, and codes.
Ability to complete tasks with urgency and high work quality; negotiate alternative approaches to resolving issues and escalate when necessary.
Ability to respond to management and customer requests by phone, email, and reporting.
Ability to adhere to Field Service Standards and company policies; self-start and self-train on telephony-based products.
Strong multitasking, prioritization, and concurrent issue-tracking abilities.
Strong written and verbal communication skills for working with customers, dispatchers, technical support, specialists, field technicians, and management.
Ability to meet the physical requirements of the role, including standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, and using peripheral computer tools; may need to lift up to 45 pounds. Specific vision abilities include close, color, peripheral, and depth vision and the ability to adjust focus.

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 equipment within assigned correctional facilities.
Maintain and provide operational support for site surveys, pre-bid meetings, and sales conferences.
Communicate with dispatchers to receive assignments and provide arrival and departure estimates and updates.
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 related to Securus products and services.
Provide administrative support as needed or when assigned to a customer, including data entry for PIN/PAN and blocks or unblocks, customer reporting, training, CDR reports, video visitation assistance, preparing recordings on CD/DVD in response to subpoenas, and court testimony when required.
Maintain equipment and tool inventories and manage assigned company assets, including tools, vehicles, parts, and laptops.
Perform telephony work, including cable pulling and termination, wiring troubleshooting, loading configuration files, and installing and maintaining Securus equipment.
Provide installation assistance, training, and troubleshooting support to FSA and/or FST1 personnel.