MI - Field Service Technician

MI - Field Service Technician

This position requires a trustworthy and versatile technical individual with a background in telecommunications, computer systems, general repair, maintenance, and system support. This position will provide customer service related to inmate technologies to include phones, video visitation systems, inmate tablets, and other telecom repairs as well as be responsible for data entry as required. Preferred experience includes telecom wiring, computer maintenance & repair, general mechanical aptitude, and software applications. The individual must be able to work on their own within correctional facilities across the assign region while interacting with customers, employees, and partners daily. The incumbent will maintain a high level of ongoing effective communication with correctional facility personnel to ensure quality customer service is being provided to all customers and issues are being resolved in a timely manner.

Key Responsibilities

1. Troubleshooting, correcting, and servicing issues with inmate technology systems which includes but is not limited to addressing basic telephone repair and maintenance needs of the facility.
2. Experience hardware troubleshooting, ability to define problems, collect data, establish facts, and draw valid conclusions.
3. Proficient with Telephony and Networking, inclusive of copper, CAT 5/6, and fiber optic wiring including, but not limited to knowledge of wiring color code and fabrication of data cabling.
4. Wiring troubleshooting to include tracing and repairing or replacing damaged wiring and effecting repairs on 66-Blocks or Cutoff Switches
5. Maintain, repair, and operate the onsite telecommunications hardware, networking hardware/software, access points, various electronic equipment and wiring at all assigned inmate correctional facilities.
6. Meeting all service requirements as set forth by the customer contract.
7. Building and maintaining working relationships with the facility personnel and customer contacts. Interfacing with all correctional personnel, various vendors, and contractors to resolve all onsite technical problems.
8. Strong time management skills and controlling service-related expenses
9. Delivering service resolve in a timely and effective manner to ensure optimal system performance resulting in highly satisfied customers.
10. Provide onsite instruction and training for site personnel, as necessary.
11. The work atmosphere will be relevant to jail, and prison environments, with stringent security guidelines to be maintained at-all-times
12. Return damaged or inoperable equipment in accordance with Return Merchandise Authorization process
13. Perform basic troubleshooting of tablet functionality, applications, and Wi-Fi connectivity issues where applicable
14. Safely drive company or personal vehicle to various facilities throughout the assigned state.
15. The willingness and ability to travel to various customer sites daily with the potential for overnight trips
16. Ability and willingness to work the scheduled and/or unscheduled overtime work assignments and after-hours callouts.

Qualifications

2+ years of experience in telecommunications including installation, repair, and troubleshooting of various inmate communication systems (inmate telephones, video visitation systems, TTY or VRS Units, and Wi-Fi/Access Points) 2 years of experience with computer / network installation and repair. Knowledge of VLAN, advanced knowledge of network configurations, telecom and VOIP a plus. Strong organizational, interpersonal, presentation and communication skills High School Diploma or GED. Some college courses preferred. Exceptional customer service skills Basic computer skills Daily travel throughout assigned geographical area overnight travel possible. Must be able to consistently pass criminal background screens.

Working Conditions This position will require daily and/or weekly contact with the Account Manager or the Director of Operations state manager and FSM to review account performance. problems or discuss tasks needed to be addressed at a facility. The incumbent will be expected to follow all guidelines set forth by the company and the correctional facilities.

ShawnTech Communications, Inc