Fiber Installation Technician

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable.  IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience.  As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success.  Your work matters here. 

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward.  In return, you’ll find a place where your voice matters.  You’ll find a team who works hard and has fun.  And, if you’re like us, you’ll know you made a Smarter career choice. 

Position Summary:

This position is located in St Augustine, FL - Local candidates, please.

The Fiber Installation Technician is responsible for the installation, Wi-Fi router configuration, testing/customer acceptance of the IQ Fiber FTTH service. The Fiber Installation Technician will also respond to internet service calls, service changes and disconnects. The successful candidate will have strong interpersonal skills and enjoy interacting with customers in their home or business with equipment such as routers and ONTs. A Fiber Installation Technician must have various levels of experience with the installation and repair of fiber broadband services in indoor and outdoor settings.

Essential Duties and Responsibilities:

• Perform assigned fiber internet installations following established codes, standards and norms for the industry.
• Resolve assigned fiber internet service tickets following established codes, standards and norms for the industry.
• Use problem-solving skills to properly set up initial Wi-Fi network or to diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity.
• Travel to the job site and arrive on time, in professional attire commensurate with the assigned work, with all safety gear, required tools and parts.
• Contact dispatch if help in troubleshooting or completing the install is required.
• Document actions performed, quality measures/readings, resolutions, etc. in installation order or service ticket via company provided technology.
• Utilize our systems and tools to proactively check for and resolve potential issues before marking the install or service call as complete.
• Adhere to company, industry (TIA/EIA, ANSI, BICSI) and safety standards and procedures.
• Perform basic splicing and basic fiber maintenance activities. Working knowledge of GPON and related terminals and equipment.
• Frequently lift and/or move up to 30 pounds and occasionally lift and/or move up to 100 pounds with assistance.
• Ability and willingness to work the scheduled and/or unscheduled overtime work assignments and after-hours callouts in all types of weather.
• Focus on meeting or exceeding individual and team objectives and key customer success metrics (Install completion, Quality, CSAT, Meantime to Resolution (MTTR), etc.).
• Interact with other teams to coordinate and disseminate information to complete job assignments and to meet Company service objectives.
• Interact with customers in a professional manner to foster positive relationships.
• Ensure vehicle has the proper equipment to complete assigned work (CPE, installation materials, tools, test equipment, etc.).
• Properly operate and maintain all assigned vehicles, equipment and tools within company safety and brand standards.
• Maintain required certifications and/or licenses.
• Maintain a professional image.
• Effectively communicate IQ Fiber’s product and service offering.
• Navigate through multiple systems.
• Perform other duties as assigned.

Qualifications:

• 2+ years installation and maintenance experience.
• Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving.
• Ability to work independently in a fast-paced environment without supervision.
• Willing to learn, adapt and evolve with the team and company and develop new skills quickly.
• Strong technical aptitude with excellent end-user interaction skills.
• Must have good oral and written communications skills.
• Strong analytical and problem-solving skills.
• Experience with internet, Wi-Fi troubleshooting; ability to define problems, collect data, establish facts, and draw valid conclusions.
• Experience in one or more ticketing, CRM, provisioning, ordering, scheduling, troubleshooting software and tools accessed via tablets and/or smartphones.
• Excels at explaining complex concepts simply.
• Capable of answering technical questions from technical and non-technical users.
• High school diploma or equivalent. Electronics training/Certifications a plus.
• Must be able to pass criminal background check, driving record check and drug test.
• Must have a current valid driver's license that is automotive insurable
• Flexibility to work mandatory overtime to meet business needs.
• High integrity and strong work ethic are a must.
• Attention to detail and ability to think creatively and strategically is a must.
• Excellent organization and time management skills.
• Ability to interact and communicate effectively with other team members.
• Ability to lift, push and/or carry up to 50 pounds and move up to 75 pounds without assistance.
• Ability to work at heights, off a ladder and in confined spaces.
• Ability to frequently bend, climb, squat, reach and kneel.
• Ability to ascend or descend ladders, scaffolding, stairs, ramps and the like using feet/legs and/or hands/arms.
• Seizing, holding, grasping, turning, or otherwise working with hand(s).
• Lift hands frequently to reach above, below or at shoulder level.
• Must be able to perceive differences in wire and cable colors.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.