Tier II Technician

Ubiquity•Fort Worth, TX

3d•Hybrid

About The Position

The Tier II Technician supports the deployment, activation, and advanced troubleshooting of fiber-based internet services. The role serves as an escalation point for field operations and CSR teams, helping turn up new services and maintain the performance and reliability of existing services. The technician analyzes and resolves complex optical, transport, and customer-premises-equipment (CPE) issues, guides internal teams, and supports a strong customer experience. This is a hybrid role based both remotely and at the office in Keller, Texas. The technician supports fiber and transport infrastructure, customer equipment, and telecom hut operations. The work takes place in a fast-paced technical support environment that includes office, remote, and field work. Travel is approximately 5% of the time. The position is exempt, regular, and full-time, with no supervisory responsibilities. Ubiquity invests in, develops, and manages digital communications infrastructure throughout the United States, partnering with ISPs, wireless carriers, utilities, and municipalities to provide connectivity and sustainability solutions in underserved communities. Its mission is to provide customer choice and spur competition. Ubiquity states that it is an equal opportunity employer committed to a diverse workforce and inclusive culture.

Requirements

High school diploma or GED.
At least 5 years of experience working in a related industry.
Strong troubleshooting skills for complex internet connectivity, networking, and service performance issues across wired and wireless environments.
Proficiency supporting and configuring CPE, including modems, routers, Wi-Fi systems, and VoIP devices, using remote diagnostic and management tools.
Excellent communication and customer-service skills, including the ability to explain technical concepts to non-technical departments.
Ability to document resolutions accurately within ticketing systems.
Ability to travel approximately 5% of the time.
Capability to lift and carry up to 50 pounds.

Nice To Haves

Associate degree or technical certification in Information Technology, Networking, Telecommunications, or a related field.

Responsibilities

Perform remote fiber service turn-ups, including ONT/OLT activation, configuration validation, and service testing.
Verify optical levels, signal quality, and service parameters during installations and upgrades.
Coordinate with field technicians to resolve light-level discrepancies, equipment issues, and physical plant problems.
Validate provisioning of customer internet, voice, and special-circuit services across multiple platforms.
Act as the escalation point for complex service-impacting issues from CSR, NOC, and field operations.
Troubleshoot fiber connectivity issues, including optical signal loss, OLT/ONT failures, network configuration errors, VLAN mismatches, and provisioning anomalies.
Analyze network monitoring data, OTDR traces, power-meter readings, and performance metrics to determine root causes.
Reset, re-provision, or reconfigure equipment in network systems as needed.
Support GPON/XGS-PON, transport equipment, switches, routers, and related infrastructure.
Assist with validating network changes, equipment upgrades, and software updates before deployment.
Contribute to MOPs for service activation and troubleshooting workflows.
Oversee telecom hut maintenance, including monitoring and coordinating upkeep of power systems, HVAC, alarms, backup batteries, and other critical infrastructure.
Provide clear technical guidance to field technicians and internal support teams.
Document troubleshooting steps, resolutions, and recurring issues; maintain accurate and timely records in ticketing and provisioning systems.
Identify recurring issues or equipment failures and escalate them to leadership for long-term fixes.
Recommend process improvements to increase activation success rates and reduce repeat escalations.
Perform other duties as assigned.