Field Service Technician II

Aventiv Technologies•Angola, LA

7d•$25 - $28

About The Position

The Field Service Technician II maintains, repairs, programs, and installs telecommunications equipment, associated computers and networking hardware/software, and other electronic equipment. The role installs and supports Securus products and features, including phones, kiosks, video terminals, wireless access points, and tablets, in correctional facilities. It also supports tablet program administration by helping ensure devices are used appropriately, maintaining inventories, and arranging the 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, a roving technician, or a hybrid of both. The position may provide installation assistance, training, and troubleshooting support to Field Service Associates and Field Service Technician I staff. Depending on assignment, administrative duties may include data entry, customer reporting, training, providing call detail record reports, supporting video visitation, preparing recordings for subpoena, and testifying in court when required.

Requirements

High school diploma or GED.
At least 3 years of experience installing, repairing, and maintaining telecom 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 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.
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-quality work, troubleshoot and escalate issues, and manage multiple priorities concurrently.
Strong written and verbal communication skills for working with customers, dispatchers, technical support, specialists, field technicians, and management.
Ability to travel between assigned locations and perform the technical and administrative duties described.

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 according to specifications, codes, standards, and procedures.
Repair and install phones, kiosks, video terminals, wireless access points, tablets, and other required equipment within the assigned area.
Support site surveys, pre-bid meetings, and sales conferences.
Communicate with dispatchers to receive work assignments and provide estimated arrival and departure information.
Troubleshoot problems when standard procedures do not resolve them and coordinate with multiple departments as needed.
Educate and train 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 particular customer, including data entry, PIN/PAN and block/unblock tasks, customer reporting, training, CDR reports, video visitation support, preparing recordings for subpoena, and testifying in court when required.
Maintain equipment and tools, and manage assigned company assets and inventories, including tools, vehicles, parts, and laptops.
Pull and terminate cable, troubleshoot wiring, load configuration files, and install and maintain Securus equipment.
Understand customer service needs and work to improve facility operations involving Securus products such as inmate calling systems, video visitation, kiosks, and tablets.
Complete assigned work with urgency and high quality, negotiate alternative resolutions, and escalate issues when necessary.
Respond to management and customer requests by phone, email, or reporting; follow Field Service Standards and company policies.
Train oneself on telephony-based products, manage multiple priorities and issues, and communicate with customers, dispatchers, technical support, specialists, other field technicians, and management.
Provide installation assistance, training, or troubleshooting assistance to a Field Service Associate or Field Service Technician I.