Field Service Technician III

Aventiv•New York, NY

5d•$31 - $36

About The Position

Installs all Securus’ products, features and equipment including but not limited to: phones, kiosks, WAPs, tablets and video terminals. Maintains, repairs, troubleshoots, and operates telecommunications hardware, associated LAN/WAN/Networking hardware/software, various electronic equipment and ensuring correctional facilities are installed to the applicable codes and standards both industry and Securus. Position also provides support to our tablet customers by assisting in administering the program by making sure tablets are fully utilized and proper inventories are maintained, and extra inventory or damaged inventory is returned. Travels from location to location within an assigned area for installations and service and to resolve complex issues as stated above. Serves as a subject matter expert (SME) and a team leader for the Field Services team within an assigned area to include training of area technicians, assisting technicians with complicated service issues or helping lead installs in area.

Requirements

Must be able to take on a leadership role and assume responsibility for work performed on installation projects, repairs, and complex issues.
Strong organizational, planning, interpersonal, written and verbal communication skills
Demonstrates proficient skills with installing, terminating and troubleshooting conduit, copper cabling, wireless networks and fiber optics, in addition to loading configuration files, installing and maintaining all of Securus’ equipment, products and features.
Accept and adapt to change
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 necessary.
Responds to requests from management, tech support, area technicians, sales and customers via phone, e-mail and/or with reporting
Adhere to Field Service Standards and all Company policies outlined in the Employee Handbook
A self-starter, with the ability to self-train, who can work independently with minimal supervision on complex projects in remote areas to complete them on schedule and within budget.
Excel at multi-tasking, setting priorities and tracking issues concurrently.
Experience working with Windows OS, VOIP, Adtran AOS, Cisco IOS, Fiber and wireless technology
Strong communications skills, written and verbal, for working with customers, dispatchers, technical support, specialists, other field technicians and management
High school diploma or GED
Experience in conduit bending (EMT and Rigid)
5 years of installation, repair and maintenance of telecom and networking devices.
Experience with internal and/or external training programs and implementation on subject related topics.
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

BICSI Certification
Fiber Certification Microsoft Certifications (A+, N+, MCSE etc…)
Cisco Certifications (CCNA etc…)
Electronics / Electrical Certification/Degree or License
7 years or more of related experience
Wireless technology experience
Fiber termination experience
Previous experience working in law enforcement or correctional environment

Responsibilities

Serves as SME and team leader for an assigned Field Services Team area. Assist Field Service Manager in resolving complex customer issues.
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 an assigned area of responsibility.
Maintain and provide operations support for site surveys, pre-bid meetings and/or sales conferences
Gather, update, record, provide data to management and maintain related data and/or statistics
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 many internal Securus organizations, various vendors and contractors for problem solutions
Assist in educating and training Securus customers and field service associates - providing information to various internal departments 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 per subpoena requirements and testifying in court when required
Manages and maintains assigned company inventories and assets (tool, vehicle, parts inventory, laptop etc.)
Rely on experience / judgment to plan and accomplish assigned tasks / goals
Review and approve site survey and engineering as needed
Additional duties as assigned
Demonstrates proficient skills with telephony–pulling cable, terminating cable, trouble shoot wiring, loading configuration files, install and maintain all Securus equipment.