Field Service Technician II

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Maintains and repairs telecommunication equipment, associated computers, networking, and electronic equipment, and installs all Securus’ products features. Travels from location to location to resolve issues as stated above and may serve as an onsite technician for a particular customer, providing both technical and administrative duties or as a hybrid technician.

• Repairs, maintains, programs, and installs telecommunications hardware, associated LAN/WAN/networking hardware/software, and 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 the assigned area of responsibility.
• Maintains and provides 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.
• Assists in educating and training Securus customers, providing information to technical support, and following direction given on Securus products & services.
• Provides administrative services on an 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, troubleshooting wiring, loading configuration files, installing and maintaining all Securus equipment.

• Demonstrates a proficient understanding of the customer’s service needs and works to improve the operation of their facility with regard to all Securus products (Inmate Calling System, Video Visitation, Kiosk, and/or Tablets).
• Working knowledge and the ability to learn 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 to resolving issues and escalates issues when necessary.
• Responds to requests from management and customers via phone, e‑mail, and/or with reporting.
• Adheres to Field Service Standards and all Company policies.
• Self‑starting; able to self‑train on telephony‑based product line.
• Excellent ability at multi‑tasking, setting priorities, and tracking issues concurrently.
• Strong written and verbal communications skills 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 devices.
• 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.

• 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.