Field Service Technician II

Essential Duties

• 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 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

Required Skills and Abilities

• Demonstrate the proficient understanding of the customers’ service needs and work to improve the operation of their facility with regard to all of Securus products such as: Inmate Calling System, Video Visitation, Kiosk and/or Tablets
• Working knowledge and the ability to learn of 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 means of 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 communications 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 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

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 or more of related experience
• Wireless technology experience
• Fiber termination experience
• Previous experience working in law enforcement or correctional environment