Tier II Technician

Ubiquity•Fort Worth, TX

7d•Hybrid

About The Position

The Tier II Technician supports the deployment, activation, and advanced troubleshooting of fiber-based internet services. Serving as an escalation point for field operations and CSR teams, the technician helps ensure new services are successfully activated and existing services maintain high performance and reliability. The role analyzes and resolves complex optical, transport, and customer-premises-equipment issues while guiding internal teams and supporting a strong customer experience. The position is hybrid, involving work remotely, in the office in Keller, Texas, and in the field. It supports service turn-ups and provisioning; incident diagnosis and resolution; GPON/XGS-PON, transport, and network equipment; telecom hut upkeep; and collaboration, documentation, and quality improvement. The role is exempt, regular, and full-time, with no supervisory responsibilities. Travel is approximately 5% of the time.

Requirements

High school diploma or GED required.
At least 5 years of experience working in a related industry.
Strong troubleshooting skills to diagnose and resolve complex internet connectivity, networking, and service-performance issues across wired and wireless environments.
Proficiency supporting and configuring customer premises equipment, 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 accurately document resolutions in ticketing systems.
Ability to travel approximately 5% of the time.
Ability 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 address light-level discrepancies, equipment issues, and physical plant problems.
Validate customer-service provisioning for internet, voice, and special circuits 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 information from network monitoring tools, OTDR traces, power meters, and performance metrics to identify root causes.
Reset, re-provision, or reconfigure equipment within network systems as needed.
Support GPON/XGS-PON, transport equipment, switches, routers, and related infrastructure.
Help validate 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 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 patterns, chronic issues, and equipment failures and escalate them to leadership for long-term fixes.
Recommend process improvements to increase activation success and reduce repeat escalations.
Perform other duties as assigned.