Field Service Technician II

Aventiv Technologies•Pueblo, CO

15h•Onsite

About The Position

This position involves maintaining and repairing telecommunication equipment, associated computers, networking, and electronic equipment, as well as installing all Securus’ products, features, and equipment. The role also supports tablet customers by administering the program, ensuring full utilization of tablets, maintaining proper inventories, and managing returns of extra or damaged inventory. The technician travels between locations to resolve issues and may serve as an onsite technician for a specific customer, performing both technical and administrative duties, or as a hybrid technician who is both on-site and roving. Additionally, the role provides installation assistance, training, or troubleshooting support to FSA and/or FST1 personnel.

Requirements

Demonstrate the proficient understanding of the customers’ service needs and work to improve the operation of their facility with regard to all of Securus products such as: Inmate Calling System, Video Visitation, Kiosk and/or Tablets
Working knowledge and the ability to learn of all applicable practices, standards and codes (electrical, cabling, fiber, wireless, networking, conduit, industry, and Securus equipment)
Ability to work all tasks to completion with a high sense of urgency and the highest work quality
Negotiates alternatives means of resolving issues and escalates issues when
Responds to requests from management and customers via phone, e-mail and/or with reporting
Adheres to Field Service Standards and all Company
Self-starting, able to self-train on telephony based product line
Excellent ability at multi-tasking, setting priorities and tracking issues concurrently
Strong communications skills, written and verbal, for working with customers, dispatchers, technical support, specialists, other field technicians and management
High school diploma or GED
3 years of installation repair and maintenance of telecom and networking
Experience working with Windows OS, VOIP, ADTRAN Fortinet, AOS, Cisco IOS and wireless technology
Telephony experience - including but not limited to: pulling cable (Cat3 & Cat5), terminations (110, 66, Krone, RJ11 & RJ45) up to 100 pair cables and troubleshooting wiring / T1 / CO dial tone problems
Experience and knowledge of network (cat3, cat5, cat6) cabling configuration, troubleshooting and installation standards.

Nice To Haves

Experience in conduit bending (EMT and Rigid)
Microsoft Certifications (A+, N+, MCSE etc…)
Cisco Certifications (CCNA etc…)
Electronics / Electrical Certification or Degree
6 years or more of related experience
Wireless technology experience
Fiber termination experience
Previous experience working in law enforcement or correctional environment

Responsibilities

Repairs, maintains, programs and installs telecommunications hardware, associated LAN/WAN/networking hardware/software, various electronic equipment and wiring per specifications, codes, standards and operational procedures in correctional facilities
Repairs/installs phones, kiosk, video terminals, WAP’s, tablets and other required equipment within correctional facilities within assigned area of responsibility.
Maintain and provide operations support for site surveys, pre-bid meetings and/or sales conferences
Communicates with dispatchers to receive work assignments and provides dispatchers with ETA for arrival and departure information
Troubleshoots situations where standard procedures have failed in isolating or resolving problems while interfacing with multiple departments for problem resolution
Required to assist in educating and training Securus customers, providing information to technical support and following direction given on Securus products & services
Provide administrative services on as needed basis or when dedicated to a particular customer: data entry including PIN/PAN, blocks/unblocks, customer reporting, training, providing CDR reports, assisting with video visitation and burning recordings and/or video to CD/DVD per subpoena and testifying in court when required
Maintains inventory of equipment and tools
Manages and maintains assigned company inventories and assets (tool, vehicle, parts inventory, laptop etc.)
Demonstrates proficient skills with telephony–pulling cable, terminating cable, trouble shoot wiring, loading configuration files, install and maintain all Securus equipment