Field Service Technician II NY

Aventiv•Rochester, NY

5d•$29 - $32

About The Position

The Field Service Technician II maintains, repairs, programs, and installs telecommunications equipment, associated computers and networking hardware, and other electronic equipment in correctional facilities. The role installs and supports Securus products, including phones, kiosks, video terminals, wireless access points, and tablets. It also supports tablet programs by helping ensure devices are fully utilized, inventories are accurate, and excess or damaged inventory is returned. The technician travels between customer locations to resolve technical issues and may also serve as an onsite technician for a particular customer, carrying out both technical and administrative duties, or work in a hybrid onsite and roving capacity. The position may assist with site surveys, pre-bid meetings, sales conferences, customer education, and training or troubleshooting support for Field Service Associates and Field Service Technicians I. Administrative duties may include data entry, customer reporting, training, producing call detail records, supporting video visitation, and preparing recordings for subpoenas. Court testimony may be required.

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; working with cables up to 100 pair; and troubleshooting wiring, T1, and CO dial tone problems.
Knowledge and experience with 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 work independently, self-train on telephony-based products, multitask, set priorities, and track concurrent issues.
Strong written and verbal communication skills for working with customers, dispatchers, technical support, specialists, field technicians, and management.
Ability to complete tasks with urgency and high work quality and to escalate issues when necessary.
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 according to specifications, codes, standards, and procedures.
Repair and install phones, kiosks, video terminals, wireless access points, tablets, and other equipment within the assigned area.
Maintain and provide operational support for site surveys, pre-bid meetings, and sales conferences.
Communicate with dispatchers to receive 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 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, and preparing recordings for CD/DVD in response to subpoenas; testify in court when required.
Maintain equipment and tool inventory and manage assigned company assets, 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 related to Securus products, including inmate calling systems, video visitation, kiosks, and tablets.
Complete tasks with urgency and high work quality; negotiate alternative solutions and escalate issues when necessary.
Respond to management and customer requests by phone, email, or reporting.
Adhere to Field Service Standards and company policies.
Provide installation assistance, training, or troubleshooting support to a Field Service Associate and/or Field Service Technician I.