FIELD SERVICES TECHNICIAN LEVEL I - INSTALLATIONS

Waterloo Fiber•Waterloo, IA

13d•Onsite

About The Position

The Field Services Technician Level I installs, activates, tests, and supports Waterloo Fiber broadband service at homes and businesses. Reporting to the Service Delivery Manager, this position owns the customer-premises portion of the installation from the exterior fiber network interface device (NID) into the premises, including placement and activation of Calix optical network terminals (ONTs), inside fiber routing, customer education, and complete work-order documentation. This is a customer-facing field role requiring safe workmanship, respect for customer property, sound technical judgment, and the ability to independently complete assigned installations to Waterloo Fiber standards. The technician escalates outside-plant, signal, provisioning, or construction issues that fall beyond the premises-installation scope.

Requirements

High school diploma or GED.
Valid Iowa driver's license with an acceptable driving record.
Ability to use computers, mobile devices, ticketing systems, email, and basic productivity software.
Ability to distinguish colors used in fiber, cabling, labeling, and status indicators, with or without reasonable accommodation.
Ability to pass required pre-employment screening, which may include a background check, drug screen, and job-related physical, consistent with applicable law.
Availability for scheduled on-call duty, emergency call-out, overtime, weekends, and holidays when operationally required.
Customer-first communication and the ability to explain technical information in clear, practical language.
Mechanical aptitude and careful use of hand tools, power tools, ladders, fiber tools, and electronic test equipment.
Ability to read work orders, route sketches, equipment instructions, floor plans, and basic construction documentation.
Ability to diagnose problems methodically, recognize the limits of Level I authority, and escalate with complete facts and test results.
Strong attention to detail, workmanship, organization, time management, and follow-through.
Ability to work independently in the field while remaining accountable to team standards, schedules, and procedures.
Ability to establish effective working relationships with customers, coworkers, contractors, and members of the public from diverse backgrounds.
Regularly lift, carry, position, and use tools, ladders, cable, and equipment weighing up to 50 pounds.
Frequently stand, walk, climb, bend, stoop, kneel, crouch, reach, twist, push, pull, and perform work above shoulder height or in restricted spaces.
Use fine motor skills, hand-eye coordination, visual acuity, hearing, and verbal communication to terminate, inspect, test, install, and troubleshoot equipment.
Work indoors and outdoors at residential, commercial, construction, and utility locations in heat, cold, rain, snow, wind, dust, damp conditions, uneven terrain, and around typical jobsite hazards.
Travel between assignments and work near traffic, aerial or buried utilities, customer pets, insects, vegetation, and other variable field conditions.
Wear required personal protective equipment and safely use ladders and fall-protection equipment as assigned and trained.

Nice To Haves

One or more years of telecommunications, low-voltage, broadband, electrical, construction, cable installation, or technical field-service experience.
Experience installing fiber-to-the-premises service in residential or commercial environments.
Familiarity with Calix ONTs, Calix premises equipment, fiber inspection and cleaning, optical power meters, visual fault locators, and Ethernet/Wi-Fi testing.
Working knowledge of basic IP networking, DHCP, Ethernet cabling, Wi-Fi placement, and customer-premises troubleshooting.
Relevant manufacturer, fiber-optic, low-voltage, OSHA, ladder-safety, or first-aid/CPR training.

Responsibilities

Install, activate, test, and support Waterloo Fiber broadband service at homes and businesses.
Own the customer-premises portion of the installation from the exterior fiber network interface device (NID) into the premises.
Place and activate Calix optical network terminals (ONTs).
Perform inside fiber routing.
Educate customers on the service and equipment.
Complete work-order documentation.
Conduct pre-installation walkthroughs with customers, confirm planned equipment location and cable route, identify hazards, and obtain approval before drilling or modifying the premises.
Install fiber from the exterior fiber NID into residential and commercial premises using approved practices.
Mount, connect, provision, and activate approved Calix ONTs and related equipment.
Inspect and clean fiber connectors; verify optical levels and service activation using approved test equipment and systems.
Troubleshoot loss, contamination, damaged fiber, incorrect provisioning, or equipment faults.
Install or connect customer-premises Ethernet and Wi-Fi equipment when included in the work order.
Verify wired and wireless connectivity and confirm subscribed service performance.
Protect finished surfaces and customer property; use neat cable management, proper fasteners, bushings, sealants, and labels; remove installation debris and leave the work area clean.
Complete moves, adds, changes, equipment swaps, service restorations, and installation-related trouble calls within Level I training and authorization.
Provide professional arrival, explain the work to be performed, set realistic expectations, and communicate delays or scope changes promptly.
Demonstrate the installed service and equipment, explain basic ONT and router indicators, review care and reset guidance, and confirm the customer can connect before departure.
Resolve routine concerns courteously and escalate service, property, billing, or construction issues through the proper channel.
Represent Waterloo Fiber with honesty, patience, and respect when working with customers, coworkers, contractors, and other City departments.
Use the assigned mobile device and service-management systems to receive, prioritize, update, and close work orders accurately and on time.
Record equipment serial numbers, ONT identifiers, optical readings, test results, installed materials, labor, route notes, photographs, customer acknowledgement, and unresolved conditions as required.
Maintain assigned vehicle, tools, meters, ladders, safety equipment, and inventory in a clean, secure, and serviceable condition; report shortages, damage, or calibration concerns.
Identify recurring installation or network issues and provide useful field feedback to the Service Delivery Manager and appropriate personnel.
Support team workload, special projects, service-impacting events, and emergency restoration activities as assigned.
Follow all Waterloo Fiber, City, OSHA, electrical, ladder, traffic-control, confined-space, and jobsite safety requirements.
Use required personal protective equipment and approved tools; stop work and notify supervision when conditions are unsafe or outside training and authorization.
Use safe drilling and penetration practices, including checks for hidden electrical, plumbing, gas, and structural hazards.
Maintain a valid driver's license and operate City vehicles safely and responsibly.
Protect customer information, network information, access credentials, and company assets.