Fiber Installation Technician

IQ Fiber•Dover, DE

40d

About The Position

IQ Fiber is seeking a hands-on, customer-facing Fiber Installation Technician to install, configure, and test the company’s fiber-to-the-home (FTTH) service and obtain customer acceptance. The technician also responds to internet service calls, service changes, and disconnects. The role is for an individual contributor who works directly with customers in their homes and businesses and has experience installing and repairing fiber broadband services in indoor and outdoor settings. The technician completes installations and service tickets in accordance with company procedures, applicable industry standards, and safety requirements. Work includes configuring Wi-Fi networks, troubleshooting connectivity and related hardware and software, performing basic fiber splicing and maintenance, documenting work in company systems, and coordinating with internal teams. The position requires field work in varying weather conditions and may involve scheduled or unscheduled overtime and after-hours callouts. IQ Fiber is an Affirmative Action and Equal Opportunity Employer. Applicants must be authorized to work for any employer in the United States; the company is unable to sponsor or take over sponsorship of an employment visa.

Requirements

High school diploma or GED, or equivalent experience.
At least 2 years of broadband installation and maintenance experience, including at least 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; must maintain these qualifications.
Ability to configure Wi-Fi networks and diagnose and resolve internet and Wi-Fi hardware and software issues.
Strong problem-solving skills.
Ability to use company systems and tools, navigate multiple platforms, identify issues, and document work and resolutions.
Ability to meet or exceed installation completion, quality, CSAT, and MTTR metrics.
Ability to communicate 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 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 according to company procedures, industry standards, and safety codes.
Set up initial Wi-Fi networks and diagnose and resolve hardware, software, internet, and Wi-Fi connectivity issues.
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 installation order or service ticket.
Meet or exceed individual and team performance metrics for installation completion, quality, customer satisfaction (CSAT), and Mean Time to Resolution (MTTR).
Communicate professionally with customers and 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 in professional attire with required safety gear, tools, parts, customer-premises equipment (CPE), and installation materials.
Operate and maintain assigned vehicles and equipment according to company safety and brand standards, and keep vehicles stocked with required materials.
Perform other duties as assigned.