Field Service Technician I (GA)

US-GA
Job ID
2017-1326
# of Openings
2
Category
Installation, Maintenance, and Repair

Overview

Securus Technologies is a leading provider of telephone and software systems to the corrections industry.   Our broad suite of products includes inmate communications services, investigative technologies, corrections/law enforcement/emergency information technology services, interactive voice response systems, and active global positioning systems (GPS) based offender monitoring devices.  In the past two years we have invested $175 million in new technologies, products and patents and we are still growing and expanding.

Securus and its subsidiary companies employ more than 1,000 associates who serve more than 2,600 correctional facilities and law enforcement agencies in 45 states and over 850,000 inmates nationwide. 

We are known in the industry for reputation, stability, services, growth, and state of the art technology.

  • Over 25 years’ experience vested the corrections industry!
  • Securus’ financial successes have led to consistent quarterly bonus payments in the last 5 years.
  • 10 new acquisitions within the last 3 years to expand into other public safety verticals.
  • We have been awarded over 120 patents and 60 more pending. This is 75% of all the patents in the industry.
  • Our In-house customer service and technical services teams operate 24/7/365
  • Ethically ran business, proven with our SAS 70 Reporting and Sarbanes Oxley compliance
  • Solid benefit programs including healthcare, 401(k), tuition reimbursement & training.

JOB SUMMARY

The position of Field Service Technician is established to install minor MACs, maintain and repair telecommunications, associated computer, networking, electronic equipment and wiring per specifications and operational procedures.  They may also provide administrative services on an as needed basis or dedicated to a particular customer.  In general an FSTI is a roving tech who is dispatched from location to location to resolve issues as stated above but could also serve as the On Site-Technician for a particular customer or a hybrid technician who is both on site and roving.

Responsibilities

DUTIES & ESSENTIAL JOB FUNCTIONS

  • Install minor MACs, assist on major MACs, maintain and repair telecommunications, associated computer, networking, electronic equipment, and wiring per specifications and operational procedures at correctional facilities.
  • Provide administrative services on an as needed basis or dedicated to a particular customer: data entry including PIN/PAN, blocks/unblocks, customer reporting, training, providing CDR reports and burning recordings to CD/DVD per subpoena as well as testifying in court per subpoena.
  • Provide operations support for following: site surveys, pre-bid meetings, sales conferences,
  • Travel within assigned territory maintaining assigned sites and assisting with coverage in non-assigned territory when necessary.
  • Gather, update, record, and maintain data and/or statistics.                                                         
  • Communicates with dispatchers to receive work assignments and provides dispatchers with ETA for arrival and departure information.
  • Ticket Administration: required to document ticket assignments daily with proper on site, travel times and updates or status.
  • Interfaces with multiple departments and/or organizations for problem solutions.                        
  • Maintains company or personal vehicle ensuring the following items are current & operational: routine maintenance, inspection sticker, registration sticker & repairs.
  • Troubleshoots situations where standard procedures have failed in isolating or resolving problems.
  • May be required to assist in consulting, giving technical support to or training client personnel on Securus products & services.
  • Maintains inventory of equipment and tools.
  • Voice Biometrics Enrollment and Re-Enrollment                                                                                                                                                                                                                                         

OTHER FUNCTIONS AND RESPONSIBILITIES (NON-ESSENTIAL)

  1. Determine when to negotiate alternatives, when to escalate a problem or when to ask for assistance in dealing with the various problems reported.
  2. Often used as primary point of contact for all Securus Related Issues
  3. Assist in resolving Friend and Family ITS issues.
  4. Work under general supervision
  5. Collect and maintain coin phones.
  6. Perform other duties as assigned.

ACCOUNTABILITIES

Maintain and submit the following as needed:  weekly timesheets, service ticket closing information, equipment & tool (truck stock) inventory, preventative maintenance checklists, site surveys and physical site equipment audits.

  • High school diploma or GED
  • 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.
  • Experience working with Windows operating systems.
  • Telephony and/or computer hardware 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 and computer repairs (drive, card, board, memory replacements and troubleshooting of hardware as well as OS problems).

Qualifications

QUALIFICATIONS
  • High school diploma or GED
  • 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.
  • Experience working with Windows operating systems.
  • Telephony and/or computer hardware 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 and computer repairs (drive, card, board, memory replacements and troubleshooting of hardware as well as OS problems). 

Required

All Items listed in the qualification section

 

PREFERRED
Microsoft Certifications (A+, N+, MCSE etc…), Cisco Certifications (CCNA etc…), Electronics / Electrical Certification or Degree, PBX & Key System Certifications, 5 years or more of related experience.  Previous experience working in law enforcement or correctional environment.

 

REQUIREMENTS/WORK ENVIRONMENT

While performing the duties of this job, the associate is regularly required to stand, sit, kneel, crouch

 

 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.

 

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