Field Service Technician

Position Summary

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 onsite technical service on various inmate technology solutions that include phones, video visitation systems, infrastructure and other telecom system repairs. 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 assigned correctional facilities in the State of Maryland while interacting with customers, employees, and partners daily. The incumbent will maintain a high level of ongoing effective communication with correctional facility personnel to assure quality customer service is being provided to all customers and issues are being resolved in a timely manner.

Key Responsibilities

• Troubleshooting, correcting, and servicing issues with inmate technology systems.
• Maintain, repair, and operate the onsite telecommunications hardware, networking hardware/software, various electronic equipment and wiring at all assigned correctional facilities.
• Addressing basic telephone repair and maintenance needs of the facility
• Meeting all service requirements as set forth by the customer contract.
• 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.
• Monitoring time and controlling service-related expenses
• Delivering services in a timely and effective manner to ensure optimal system performance resulting in highly satisfied customers.
• Provide onsite instruction and training for site personnel, as necessary.
• Safely drive company or personal vehicle to various facilities throughout the assigned state.

Minimum Qualification Requirements

• 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 Lead Technician and the Account Manager to review account performance. The incumbent will be expected to follow all guidelines set forth by the company and the correctional facilities. Will require travel to and work in correctional facilities. Must be available on call 24x7, except when on vacation or personal leave. Must be able to pass company and facility background checks. May require weekend and evening hours.

Supporting Competencies/Preferred Skills

• Knowledge of video surveillance (Optional)
• Familiarity with wireless networking
• In-depth knowledge of fiber optic cable, testing, splicing and provisioning
• Ability to drive and/or travel to correctional facility to maintain and service phone systems, WAP and tablets
• On-call assignment of work via assigned trouble tickets
• Timeliness when responding to and resolving phone system problems
• Ability to follow work assignments made by operations dispatch
• Adherence to company policies and procedures
• Courteous and professional behavior with correctional facility staff
• Ability to fully complete assigned tasks with quality and efficiency

ShawnTech Communications, Inc. provided the following inclusive hiring information:

We are an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.

Work Remotely

• No

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Work Location: On the road

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