Senior Field Service Technician IV - Telecommunications & Network Systems - Northwestern PA

MAC Group Solution Services is seeking an experienced Senior Field Service Technician IV to provide advanced technical support, troubleshooting, maintenance, and repair services for telecommunications, tablet, kiosk, and network systems at Pennsylvania State Correctional Institutions.

This position serves as a senior-level technical resource responsible for maintaining system reliability and resolving complex hardware and network-related issues across approximately 2-3 primary correctional facilities within an assigned geographic region.

The Senior Field Service Technician will work independently while coordinating with facility personnel, remote technical support teams, and our prime contractor. The position may also provide technical guidance to other field technicians and assist with coordinating equipment installations, repairs, and service activities.

The ideal candidate has extensive experience with telecommunications infrastructure, network troubleshooting, structured cabling, and field service operations., Advanced Technical Support & Maintenance

• Perform advanced troubleshooting, preventative maintenance, and repairs on inmate telephone systems, kiosks, tablet charging equipment, and associated technology infrastructure.
• Diagnose and replace faulty network equipment, including switches, routers, PoE devices, UPS systems, and other network-connected hardware.
• Troubleshoot network connectivity issues involving copper cabling, CAT5e/CAT6, fiber optics, and Wi-Fi.
• Utilize network diagnostic and testing equipment, including Fluke testers, LinkRunner devices, and similar tools.
• Perform advanced cable troubleshooting, including tracing, testing, terminating, and repairing network connections.
• Assist remote technical support teams with complex hardware, connectivity, and system performance issues.
• Troubleshoot video visitation equipment, tablet hardware, applications, and connectivity issues.
• Coordinate and perform equipment installations, upgrades, component replacements, and preventative maintenance.
• Process tablet and equipment repairs, replacements, and Return Merchandise Authorizations (RMAs).
• Identify recurring equipment failures and recommend corrective actions to improve system reliability.

Service Operations & Technical Coordination

• Independently prioritize assigned service calls and coordinate timely resolution of technical issues.
• Serve as a senior technical resource for facility personnel, field technicians, and remote technical support teams.
• Provide technical guidance and assistance to other field technicians when necessary.
• Maintain accurate service records, equipment inventories, replacement parts tracking, and repair documentation.
• Perform kiosk cash collections and deposits at designated banks or secure drop-off locations.
• Coordinate with the prime contractor regarding service priorities, escalations, equipment replacements, and assigned technical projects.
• Assist with planning and executing equipment installations, upgrades, and other assigned field service projects.
• Complete administrative tasks associated with equipment maintenance, inventory, and service operations.

Regional Travel & On-Call Support

• Provide service to approximately 2-3 primary correctional facilities within an assigned geographic region.
• Travel directly from home to assigned facilities using a reliable personal vehicle.
• Provide additional regional coverage and technical assistance at other facilities when necessary.
• Participate in a rotating on-call schedule, including nights and weekends.
• Respond to after-hours service requests through communication, remote troubleshooting, technical coordination, and onsite dispatch when required.

• High school diploma or GED.
• 6+ years of relevant technical experience involving telecommunications, network infrastructure, low-voltage systems, electronics repair, or IT field service.
• Advanced troubleshooting skills involving network hardware, telecommunications systems, and associated infrastructure.
• Strong knowledge of Ethernet networking, switches, routers, PoE devices, and UPS systems.
• Extensive experience troubleshooting copper, CAT5e/CAT6, and fiber-optic cabling.
• Experience using network diagnostic tools such as Fluke testers, LinkRunner devices, or equivalent equipment.
• Ability to independently diagnose complex hardware and connectivity issues and coordinate corrective actions.
• Strong proficiency with Windows operating systems, Microsoft Office applications, and technical documentation.
• Ability to provide technical guidance to other technicians and communicate effectively with customers and support teams.
• Strong organizational, documentation, and problem-solving skills.
• Valid driver’s license, reliable personal vehicle, and appropriate automobile insurance.
• Ability to pass required correctional facility security background checks and applicable employment screening.
• Availability for overtime, occasional overnight travel, and rotating after-hours support., * Previous experience supporting telecommunications or network systems in correctional facilities.
• Experience troubleshooting enterprise networking equipment and structured cabling infrastructure.
• Familiarity with fiber-optic testing, termination, and troubleshooting.
• Experience supporting electronic kiosks, tablet systems, or video visitation equipment.
• Experience coordinating field service projects or providing technical guidance to other technicians.

Work Environment & Physical Requirements

• Work is performed primarily within Pennsylvania State Correctional Institutions.
• Must comply with all facility security procedures, access restrictions, and dress code requirements.
• Must be comfortable working independently in secure correctional environments that may be noisy or challenging.
• Ability to stand, walk, bend, kneel, climb ladders, and work in confined spaces or above ceilings when necessary.
• Ability to lift and move equipment weighing up to 50 pounds independently and heavier equipment with appropriate assistance.
• Must be able to safely operate hand tools, power tools, and specialized testing equipment.

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance