Field Service Technician II

This position is a roving role around the general areas of Coralville, IA and Anamosa, IA.

About the role

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 assisting in administering the program, ensuring tablets are fully utilized, and maintaining proper inventories. Travels between locations to resolve issues, and may serve as an onsite technician for a particular customer, handling both technical and administrative duties, or as a hybrid technician. Provides installation assistance, training, or troubleshooting support to a Field Service Agent (FSA) and/or Field Service Technician 1 (FST1).

Responsibilities

• 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.
• Maintains and provides operations support for site surveys, pre-bid meetings, and/or sales conferences.
• Communicates with dispatchers to receive work assignments and provides ETA for arrival and departure information.
• Troubleshoots situations where standard procedures have failed, interfacing with multiple departments for problem resolution.
• Assists in educating and training Securus customers, provides information to technical support, and follows direction on Securus products and services.
• Provides administrative services as needed or when dedicated to a particular customer: data entry (PIN/PAN, blocks/unblocks), customer reporting, training, providing CDR reports, assisting with video visitation, burning recordings/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 (tools, vehicle, parts inventory, laptop, etc.).
• Demonstrates proficient skills with telephony, including pulling cable, terminating cable, troubleshooting wiring, loading configuration files, and installing/maintaining all Securus equipment.

Requirements

• Demonstrates a proficient understanding of customers’ service needs and works to improve facility operations regarding 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 tasks with a high sense of urgency and quality.
• Negotiates alternative solutions to issues and escalates when necessary.
• Responds to requests from management and customers via phone, email, and reporting.
• Adheres to Field Service Standards and all Company policies.
• Self-starting with the ability to self-train on telephony-based product lines.
• Excellent multitasking, prioritization, and issue-tracking skills.
• Strong written and verbal communication skills for interacting with customers, dispatchers, technical support, specialists, other technicians, and management.

Qualifications

• High school diploma or GED.
• 3 years of installation, repair, and maintenance of telecom and networking devices.
• Experience 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 Rigid).
• Microsoft Certifications (A+, N+, MCSE, etc.).
• Cisco Certifications (CCNA, etc.).
• Electronics/Electrical Certification or Degree.
• 6+ years of related experience.
• Wireless technology experience.
• Fiber termination experience.
• Previous experience working in law enforcement or correctional environments.

Physical Requirements

• Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping, and manipulating tools.
• May be required to lift up to 45 pounds.
• Specific vision abilities required: close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Pay

$24.89 - $28.37/hour, based on experience and qualifications.

Benefits

• Health Insurance
• 401(k)
• Disability Insurance
• Life Insurance
• Paid Time Off
• Voluntary Benefits