Field Service Technician II

Job Purpose

Maintains and repairs telecommunication equipment, associated computers, networking, and electronic equipment and installs all Securus’ products, features and equipment. Position also provides support to our tablet customers by administering the program, ensuring tablets are fully utilized, managing inventories, and returning extra or damaged inventory. Travels from location to location to resolve issues, serving as an onsite technician for a particular customer or as a hybrid technician on site and roving.

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

• 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, 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.
• Communicate with dispatchers to receive work assignments and provide dispatchers with ETA for arrival and departure information.
• Troubleshoot situations where standard procedures have failed, isolating or resolving problems while interfacing with multiple departments for problem resolution.
• Assist in educating and training Securus customers, providing information to technical support and following direction on Securus products & services.
• Provide administrative services as needed 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.
• Maintain inventory of equipment and tools.
• Manage and maintain assigned company inventories and assets (tool, vehicle, parts inventory, laptop, etc.).
• Demonstrate proficient skills with telephony: pulling cable, terminating cable, troubleshooting wiring, loading configuration files, installing and maintaining all Securus equipment.

• Demonstrate a proficient understanding of customers’ service needs and work to improve the operation of their facility with regard to all Securus products such as Inmate Calling System, Video Visitation, Kiosk and/or Tablets.
• Working knowledge and ability to learn all applicable practices, standards and codes (electrical, cabling, fiber, wireless, networking, conduit, industry, and Securus equipment).
• Ability to complete all tasks with a high sense of urgency and the highest work quality.
• Negotiate alternatives for resolving issues and escalates issues when necessary.
• Respond to requests from management and customers via phone, e‑mail and/or with reporting.
• Adhere 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.

• 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.
• Previous…