Field Service Technician II

Aventiv•Angola, LA

8d•$25 - $28

About The Position

The Field Service Technician II maintains and repairs telecommunications equipment, associated computers, networking hardware, and electronic equipment, and installs Securus products, features, and equipment. The role also supports tablet customers by helping administer the program, ensuring tablets are fully utilized, maintaining proper inventory, and returning excess or damaged inventory. The technician travels between locations to resolve technical issues and may serve as an onsite technician for a particular customer, handling both technical and administrative duties, or as a hybrid onsite and roving technician. The role also assists Field Service Associates and Field Service Technicians I with installation, training, and troubleshooting.

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 pairs; 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 the ability to help improve facility operations involving Securus products such as inmate calling systems, video visitation, kiosks, and tablets.
Working knowledge of, or ability to learn, applicable practices, standards, and codes for electrical work, cabling, fiber, wireless, networking, conduit, industry requirements, and Securus equipment.
Ability to complete tasks with urgency and high work quality.
Ability to negotiate alternative ways to resolve issues and escalate them when necessary.
Ability to respond to management and customer requests by phone, email, and reporting.
Adherence to Field Service Standards and company policies.
Self-starting approach and ability to self-train on telephony-based products.
Ability to multitask, set priorities, and track concurrent issues.
Strong written and verbal communication skills for working with customers, dispatchers, technical support, specialists, other field technicians, and management.
Ability to perform the listed 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 applicable specifications, codes, standards, and procedures.
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 arrival and departure estimates.
Troubleshoot problems when standard procedures do not resolve them, 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, providing CDR reports, assisting with video visitation, and burning recordings or video to CD/DVD in response to subpoenas; testify in court when required.
Maintain equipment and tool inventories and manage assigned company assets, including tools, vehicles, parts, and laptops.
Perform telephony work, including pulling and terminating cable, troubleshooting wiring, loading configuration files, and installing and maintaining Securus equipment.
Assist Field Service Associates and Field Service Technicians I with installation, training, and troubleshooting.