Field Service Technician II NY

Aventiv Technologies•City of Rochester, NY

5d•$29 - $32

About The Position

The Field Service Technician II maintains and repairs telecommunications equipment, associated computers, networking, and electronic equipment, and installs Securus products, features, and equipment. The role also supports tablet customers by helping administer the tablet program, ensuring tablets are fully utilized, maintaining proper inventories, and arranging return of excess or damaged inventory. The technician travels between locations to resolve technical issues and may serve as an onsite technician for a particular customer, performing technical and administrative duties, or as a hybrid onsite and roving technician. The position also provides installation assistance, training, or troubleshooting support to Field Service Associates and Field Service Technician I employees. Work is performed in correctional facilities.

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 configuration, troubleshooting, and installation standards for Cat3, Cat5, and Cat6.
Proficient understanding of customer service needs and a commitment to improving facility operations using Securus products.
Working knowledge of, and ability to learn, applicable electrical, cabling, fiber, wireless, networking, conduit, industry, and Securus equipment standards and codes.
Ability to complete tasks with urgency and high work quality, negotiate alternative solutions, and escalate issues when necessary.
Ability to respond to management and customer requests by phone, email, or reporting.
Ability to follow Field Service Standards and company policies and to self-train on telephony-based products.
Strong multitasking, prioritization, and issue-tracking skills.
Strong written and verbal communication skills for working with customers, dispatchers, technical support, specialists, other field technicians, and management.
Ability to perform physical tasks 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.
Close, color, and peripheral vision, depth perception, and 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 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 according to specifications, codes, standards, and operational procedures in correctional facilities.
Repair and install phones, kiosks, video terminals, wireless access points, tablets, and other required equipment within assigned correctional facilities.
Maintain and provide operational support for site surveys, pre-bid meetings, and sales conferences.
Communicate with dispatchers to receive work assignments and provide estimated arrival and departure times.
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 support as needed or when assigned to a particular customer, including data entry for PIN/PAN and blocks/unblocks, customer reporting, training, CDR reports, video visitation support, and preparing recordings or video on CD/DVD pursuant to subpoena; testify in court when required.
Maintain equipment and tools, and manage assigned company assets and inventory, including tools, vehicles, parts, and laptops.
Pull and terminate cable, troubleshoot wiring, load configuration files, and install and maintain Securus equipment.
Provide installation assistance, training, and troubleshooting support to Field Service Associates and Field Service Technician I employees.