Fiber Installation Technician

Position Summary

The Fiber Installation Technician is responsible for the installation, Wi-Fi router configuration, testing, and customer acceptance of IQ Fiber’s FTTH service. This role also responds to internet service calls, service changes, and disconnects.

Essential Duties and Responsibilities

• Perform assigned fiber internet installations and resolve service tickets following established company, industry (TIA/EIA, ANSI, BICSI), and safety codes, standards, and procedures.
• Use problem-solving skills to set up initial Wi-Fi networks and diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity.
• Perform basic fiber splicing and maintenance activities with working knowledge of GPON, related terminals, and equipment.
• Utilize company systems and tools to proactively identify and resolve potential issues before marking installs or service calls complete; document all actions, quality measures, readings, and resolutions in the installation order or service ticket.
• Focus on meeting or exceeding individual and team key performance metrics including install completion, quality, CSAT, and Mean Time to Resolution (MTTR).
• Interact with customers in a professional manner, effectively communicating IQ Fiber’s products and services to foster positive relationships.
• Cook up and communicate with internal teams, including dispatch, to complete job assignments and meet company service objectives.
• Arrive on time to job sites in professional attire with all required safety gear, tools, parts, and CPE and installation materials needed to complete assigned work.
• Properly operate and maintain all assigned vehicles and equipment within company safety and brand standards, ensuring vehicles are stocked with required materials at all times.
• Perform other duties as assigned.

Required Qualifications

• Minimum 6+ months of fiber optics installation and maintenance experience and 2+ years of broadband installation and maintenance experience; working knowledge of GPON, related terminals and equipment, and basic fiber splicing required, or related equivalent experience.
• Strong problem-solving skills with the ability to set up Wi-Fi networks and diagnose and resolve technical hardware and software issues related to internet and Wi-Fi connectivity.
• Ability to utilize company systems and tools to proactively identify issues, document actions and resolutions, and navigate multiple platforms to complete work assignments.
• Demonstrated ability to meet or exceed key performance metrics including install completion, quality, CSAT, and Mean Time to Resolution (MTTR).
• Strong interpersonal and communication skills with the ability to interact professionally with customers and coordinate effectively with internal teams.
• Ability to maintain a professional image, required certifications and/or licenses, and adhere to all company safety and brand standards.
• Must have and maintain a valid driver’s license, auto insurance, and satisfactory driving record.
• Must be able to lift, push, and/or carry up to 75 pounds repeatedly; must be willing to work scheduled and unscheduled overtime and respond to after-hours callouts in varying weather conditions; must be capable of safely ascending and working on an OSHA-approved ladder at heights up to 30 feet. Must be able to lift, push, and/or carry up to 100 meters repeatedly.