Fiber Installation Technician

IQ Fiber•Jacksonville, FL

About The Position

IQ Fiber is seeking a Fiber Installation Technician to install and test FTTH service, configure Wi-Fi routers, obtain customer acceptance, and respond to internet service calls, service changes, and disconnects. This is a hands-on, customer-facing individual contributor field role involving work in customers’ homes and businesses and in indoor and outdoor settings. The technician performs installations, maintenance, troubleshooting, basic fiber splicing, and service-ticket resolution in accordance with company, industry, and safety standards. The role uses company systems and tools to document work and readings, coordinate assignments with internal teams, and meet individual and team performance metrics. Technicians are expected to arrive prepared with required safety gear, tools, equipment, and materials, and to maintain assigned vehicles and equipment. The position requires scheduled and unscheduled overtime and response to after-hours callouts, including work in varying weather conditions. Applicants must be authorized to work for any U.S. employer; visa sponsorship is not available.

Requirements

High school diploma or GED, or equivalent experience.
At least 2 years of broadband installation and maintenance experience, including a minimum of 6 months of fiber optics installation and maintenance experience.
Working knowledge of GPON, related terminals and equipment, and basic fiber splicing.
Valid driver's license, auto insurance, and a satisfactory driving record, maintained throughout employment.
Ability to set up Wi-Fi networks and diagnose and resolve technical hardware and software issues related to internet and Wi-Fi connectivity.
Strong problem-solving skills.
Ability to use company systems and tools to identify issues, document actions and resolutions, and navigate multiple platforms to complete assignments.
Ability to meet or exceed performance metrics for 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 follow company safety and brand standards.
Ability to work scheduled and unscheduled overtime and respond to after-hours callouts in varying weather conditions.
Ability to repeatedly lift, push, and carry equipment and materials weighing up to 75 pounds throughout a shift.
Ability to climb and work on a ladder at heights up to 30 feet.
Ability to work indoors and outdoors, including in varying weather conditions.
Ability to carry tools, parts, CPE, and installation materials to and from job sites throughout the day.
Ability to kneel, crouch, and maneuver in tight spaces while working in customer homes and businesses.

Responsibilities

Perform assigned fiber internet installations and resolve service tickets in accordance with company, industry, and safety codes, standards, and procedures.
Set up initial Wi-Fi networks and diagnose and resolve hardware and software issues involving internet and Wi-Fi connectivity.
Perform basic fiber splicing and maintenance using working knowledge of GPON and related terminals and equipment.
Use company systems and tools to identify and resolve potential issues before completing installations or service calls; document actions, quality measures, readings, and resolutions in the applicable order or ticket.
Meet or exceed individual and team performance metrics, including install completion, quality, CSAT, and Mean Time to Resolution (MTTR).
Communicate professionally with customers and effectively explain IQ Fiber's products and services.
Coordinate with internal teams, including dispatch, to complete assignments and meet service objectives.
Arrive on time at job sites with required safety gear, tools, parts, CPE, and installation materials.
Operate and maintain assigned vehicles and equipment according to company safety and brand standards, keeping vehicles stocked with required materials.
Perform other duties as assigned.