Field Service Technician I

Summary: Aventiv Technologies is focused on providing innovative solutions in the technology sector, and they are seeking a Field Service Technician I. The technician will be responsible for traveling to various facilities to maintain and repair company products, providing technical support and ensuring effective use of tablets by 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: Technical support, Tablet maintenance Important Skills: Telecom repair, Windows OS, Microsoft Office Nice-to-Have Skills: Multi-tasking, Self-training, Communication skills Benefits: Mileage Reimbursement, Health Insurance, 401(k), Disability, Life Insurance, Paid Time Off, Voluntary Benefits