Fiber Installation Technician

IQ Fiber•Dover, DE

8d•Onsite

About The Position

IQ Fiber was built to do internet differently. We're a 100% fiber-optic internet provider with a simple mission: To engineer a smarter internet experience. That means internet that's fast, reliable, and simply priced, backed by real humans who answer when you call and solve problems before you know they exist. We bring that same thinking to how we build our company. Our teammates are a big part of what makes IQ Fiber different, and we believe how we work matters just as much as what we deliver. We're looking for good humans who bring great ideas, raise the bar with every task, and want to be part of a bigger story. Your work matters here. Position Summary IQ Fiber is seeking a Fiber Installation Technician 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. The successful candidate will have strong interpersonal skills and enjoy working directly with customers in their home or business. This role requires experience with the installation and repair of fiber broadband services in both indoor and outdoor settings, along with a working knowledge of GPON, related terminals, and equipment.

Requirements

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 equivalent experience.
Must have and maintain a valid driver's license, auto insurance, and a satisfactory driving record.
Ability to set up Wi-Fi networks and diagnose and resolve technical hardware and software issues related to internet and Wi-Fi connectivity with strong problem-solving skills.
Ability to utilize company systems and tools to proactively identify issues, document actions and resolutions, and navigate multiple platforms to complete work assignments.
Ability to meet or exceed key performance metrics including install completion, quality, CSAT, and MTTR.
Ability to interact professionally with customers and coordinate effectively with internal teams.
Ability to maintain a professional image and adhere to all company safety and brand standards.
Ability to lift, push, and/or carry up to 75 pounds repeatedly; must be capable of safely ascending and working on an OSHA-approved ladder at heights up to 30 feet.
Ability to work scheduled and unscheduled overtime and respond to after-hours callouts in varying weather conditions.

Responsibilities

Perform assigned fiber internet installations and resolve service tickets following established company, industry (TIA/EIA, ANSI, BICSI), and safety codes, standards, and procedures.
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 and 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.
Meet or exceed 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.
Coordinate 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, CPE, and installation materials needed to complete assigned work.
Operate and maintain all assigned vehicles and equipment within company safety and brand standards, ensuring vehicles are stocked with required materials at all times.
All other duties as assigned.