Field Service Technician II

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• Associate Referral Reward Eligible**

Job Purpose: Maintains and repairs telecommunication equipment, associated computers, networking, and electronic equipment and installs all Securus’ products, features and equipment. Provides support to tablet customers by administering the program, ensuring tablets are fully utilized and inventories are maintained. Travels from location to location to resolve issues, also serving as an onsite technician for a particular customer or as a hybrid technician.

Provides installation assistance, training or troubleshooting assistance to a FSA and/or FST
1.

Essential Duties:

• Repairs, maintains, programs and installs telecommunications hardware, LAN/WAN/networking hardware/software, various electronic equipment and wiring per specifications, codes, standards and operational procedures in correctional facilities
• Repairs/installs phones, kiosks, video terminals, WAPs, 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
• 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

Knowledge, Skills, And Abilities:

• Demonstrates a proficient understanding of the customers’ service needs, improving operation of their facility with regard to all Securus products such as 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 for resolving issues and escalates issues when appropriate
• Responds to requests from management and customers via phone, e‑mail and/or 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 communication skills, written and verbal, for working with customers, dispatchers, technical support, specialists, other field technicians and management

Minimum Qualifications:

• 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

Preferred Qualifications:

• Experience in conduit bending (EMT and…