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Field Service Technician I (GA)

Securus Technologies Alpharetta Full-Time
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Job Purpose:

Responsible for maintenance and repair telecommunication equipment, associated computers, networking, and electronic equipment and to install or assist on installing all Securus’ products, features and equipment.  Travels from location to location to resolve issues as stated above but could also serve as an onsite technician for a particular customer providing both technical and administrative duties or as a hybrid technician who is both on site and roving


Essential Duties:

  • Repairs, maintains, programs and installs telecommunications hardware, associated LAN/WAN/networking hardware/software, various electronic equipment and wiring per specifications, codes, standards and operational procedures in correctional facilities
  • Repairs/installs phones, kiosk, video terminals, WAP’s, tablets and other required equipment within correctional facilities within assigned area of responsibility
  • Maintain and provide operations support for site surveys, pre-bid meetings and/or sales conferences
  • Communicates with dispatchers to receive work assignments and provides dispatchers with ETA for arrival and departure information
  • Troubleshoots 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.)
  • Demonstrates proficient skills with telephony–pulling cable, terminating cable, trouble shoot wiring, loading configuration files, install and maintain all Securus equipment

Knowledge, Skills, and Abilities:

  • Demonstrate the proficient understanding of the customers’ service needs and work to improve the operation of their facility with regard to all of Securus products such as: Inmate Calling System, Video Visitation, Kiosk and/or Tablets
  • Working knowledge and the ability to learn of all applicable practices, standards and codes (cabling, networking, industry, and Securus equipment)
  • Ability to work all tasks to completion with a high sense of urgency and the highest work quality
  • Must have or learn basic knowledge of Securus’ products, features and equipment
  • Determine when to negotiate alternatives, when to escalate a problem or when to ask for assistance 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
  • Must be able to pass multiple in depth background checks
  • 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
  • Must have a clean valid driving record


Minimum Qualifications:

  • High school diploma or GED
  • 1 year of installation repair and maintenance of telecom and networking devices.
  • Experience working with Windows OS, VOIP, Adtran AOS, Cisco IOS and wireless technology
  • Telephony 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

Preferred Qualifications:

•       Microsoft Certifications (A+, N+, MCSE etc…)

•       Cisco Certifications (CCNA etc…)

•       Electronics / Electrical Certification or Degree

•       2 years of installation repair and maintenance of telecom and networking devices.

  • Previous experience working in law enforcement or correctional environment

Physical Requirements:

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools.  May be required to lift up to 75 pounds.  Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The Company’s policy is to provide equal employment opportunity to all individuals in all of its employment programs and decisions. Securus Technologies, Inc., and its Subsidiaries will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.


Recommended skills

Installations (Computer Systems)
Local Area Networks
Wide Area Networks
Complex Problem Solving


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Field Service Technician I (GA)
Estimated Salary: $57K
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Job ID: 2019-2471


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Welcome to the world of SECURUS, where technology solutions save you time and open up new vistas of connectivity—where software serves you—where information sharing is a reality-where applications are designed with you in mind, every step of the way. Where your solution provider IS your Most Valued Partner.

Two leaders in facility and call management solutions, Evercom Systems and T-NETIX have joined forces to become the Most Valued Partner to the Justice Community.

Formed with the merging of two of the most respected key providers in the correctional industry under the H.I.G Capital family of companies, SECURUS is now the largest independent provider of collect, pre-paid and debit calling services to local, county, state and private correctional facilities in the United States. SECURUS designs, implements and maintains inmate telecommunication systems and facility management software solutions that streamline the operation of criminal justice facilities and empower administrators with administrative, investigative and economic capabilities.

SECURUS services approximately 3,100 correctional facilities in 49 states, including locations operated by city, county, state and federal authorities and other types of facilities such as juvenile detention centers and private jails. By consistently offering unequaled expertise, superior service and application driven solutions, SECURUS has already earned its place among the correctional industry’s top telecommunications and information systems providers. The company’s sole focus is serving the highly specialized needs of the correctional industry and to continually strive to provide creative industry products and solutions to its customers.

SECURUS Technology proud to be a high end technology service provider in the law enforcement world, SECURUS’ Network access, telecommunications solutions, facility management, information integration—whenever and however technology connect the Justice Communities people and information across the nation.

SECURUS Calling Solutions services correctional facilities as well as inmates and the friends and family members of inmates. Application continuity between user interfaces allows abbreviated learning curves and simple operation. System integration allows “Plug-& Play” capabilities for most of your SECURUS applications.

SECURUS Jail Management Solutions offer software solutions for jail and facility management, records management, and computer-aided dispatch. Specialized Assistants allow focused solutions tailored to every facility’s requirements. Netcentric capabilities make it possible for information to move seamlessly between different applications, on-site and off.

SECURUS Support professional, dedicated customer support centers are easily accessible 24-7, 365 days per year. Cutting-edge technological capabilities provide unparalleled independent visibility into your account activity and information. Site status is monitored continuously by support systems and proactive corrective actions are instituted to correct issues before customers are impacted. The largest field support technician program in the industry provides nationwide support by local technicians.

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