Field Service Tech I

Summary: Aventiv Technologies is a company focused on providing innovative solutions in the correctional sector. The Field Service Technician I is responsible for maintaining, repairing, and resolving issues with company products and equipment while providing technical and administrative support to customers. Responsibilities: - Primary representative between on-site facility personnel, Account Management & other company personnel - Setting up and maintaining individual tablets for users - Repairs phones, kiosk, video terminals, WAP’s, tablets and other required equipment within correctional facilities within assigned area - Providing technical support and troubleshooting issues with tablets - Ensuring security measures are in place to prevent misuse of the tablets - Assisting with software updates and installations on the tablets - Managing user accounts and access permissions on the tablets - Collaborating with other staff members to coordinate tablet usage schedules - Training incarcerated individuals on how to use the tablets effectively and responsibly - Responsible for maintaining inventory and ensuring extra inventory or damaged inventory is returned for multiple sites - Communicates with dispatchers to receive work assignments and provides dispatchers with ETA for arrival and departure information - Troubleshoot situations where standard procedures have failed in isolating or resolving problems while interfacing with multiple departments for problem resolution - Required to assist in educating and training Securus customers, providing information to technical support and following direction given on Securus products & services - Provide administrative services on as needed basis or when dedicated to a particular customer: data entry including PIN/PAN, blocks/unblocks, customer reporting, training, providing CDR reports, assisting with video visitation and burning recordings and/or 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 (tool, vehicle, parts inventory, laptop etc.) Required Qualifications: - High school diploma or GED - Demonstrated ability to work in difficult environments e.g. corrections - Experience working with Windows OS, and Microsoft office - Ability to understand the customer's service needs for various facilities and work to improve the operation of their facility regarding all company products such as: Offender Calling System, Video Visitation, Kiosk and/or Tablets - Ability to work all tasks to completion with a high sense of urgency and the highest work quality - Must have the ability to quickly learn company products, features and equipment - Demonstrated experience in determining alternatives to escalations deciding when assistance is needed in dealing with the various problems reported - Timely responses to requests from management and customers via phone, e-mail and/or with reporting - Adhere to Field Service Standards and all Company policies - Self-starting, able to self-train on communications-based product lines - 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 - Ability to learn how to do minor repairs and troubleshooting on telephone and video visitation systems and pass skills test accordingly Preferred Qualifications: - Installation, repair and maintenance of telecom and networking devices - Prior experience using small hand tools to repair electronics - Previous experience working in law enforcement or correctional environment Required Skills: Tablet support, Technical troubleshooting, Telecom device repair Important Skills: Windows OS, Microsoft Office Nice-to-Have Skills: Multi-tasking, Self-starting, communication skills Benefits: Health Insurance, 401(k), Disability, Life Insurance, Paid Time Off, Voluntary Benefits