Fiber Installation Technician

Fiber Installation Technician

IQ Fiber was built to do internet differently. We're a 100% fiber-optic internet provider with a simple mission: To engineer a smarter internet experience. That means internet that's fast, reliable, and simply priced, backed by real humans who answer when you call and solve problems before you know they exist. We bring that same thinking to how we build our company. Our teammates are a big part of what makes IQ Fiber different, and we believe how we work matters just as much as what we deliver. We're looking for good humans who bring great ideas, raise the bar with every task, and want to be part of a bigger story. Your work matters here. Must live in the St. Petersburg, FL area.

Position Summary:

The Fiber Installation Technician is responsible for the installation, Wi-Fi router configuration, testing, and customer acceptance of IQ Fiber's FTTH service. This role also responds to internet service calls, service changes, and disconnects.

The successful candidate will have strong interpersonal skills and enjoy working directly with customers in their home or business. A Fiber Installation Technician must have experience with the installation and repair of fiber broadband services in both indoor and outdoor settings, and a working knowledge of GPON, related terminals, and equipment.

Essential Duties and Responsibilities:

• Perform assigned fiber internet installations and resolve service tickets following established company, industry (TIA/EIA, ANSI, BICSI), and safety codes, standards, and procedures.
• Use problem-solving skills to set up initial Wi-Fi networks and diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity.
• Perform basic fiber splicing and maintenance activities with working knowledge of GPON and related terminals and equipment.
• Utilize company systems and tools to proactively identify and resolve potential issues before marking installs or service calls complete; document all actions, quality measures, readings, and resolutions in the installation order or service ticket.
• Focus on meeting or exceeding individual and team key performance metrics including install completion, quality, CSAT, and Mean Time to Resolution (MTTR).
• Interact with customers in a professional manner, effectively communicating IQ Fiber's products and services to foster positive relationships.
• Coordinate and communicate with internal teams, including dispatch, to complete job assignments and meet company service objectives.
• Arrive on time to job sites in professional attire with all required safety gear, tools, parts, CPE and installation materials needed to complete assigned work.
• Properly operate and maintain all assigned vehicles and equipment within company safety and brand standards, ensuring vehicles are stocked with required materials at all times.

Required Qualifications:

• Minimum 6+ months of fiber optics installation and maintenance experience and 2+ years of broadband installation and maintenance experience; working knowledge of GPON, related terminals and equipment, and basic fiber splicing required, or related equivalent experience.
• Strong problem-solving skills with the ability to set up Wi-Fi networks and diagnose and resolve technical hardware and software issues related to internet and Wi-Fi connectivity.
• Ability to utilize company systems and tools to proactively identify issues, document actions and resolutions, and navigate multiple platforms to complete work assignments.
• Demonstrated ability to meet or exceed key performance metrics including install completion, quality, CSAT, and Mean Time to Resolution (MTTR).
• Strong interpersonal and communication skills with the ability to interact professionally with customers and coordinate effectively with internal teams.
• Ability to maintain a professional image, required certifications and/or licenses, and adhere to all company safety and brand standards.
• Must have and maintain a valid driver's license, auto insurance, and satisfactory driving record.
• Must be able to lift, push, and/or carry up to 75 pounds repeatedly; must be willing to work scheduled and unscheduled overtime and respond to after-hours callouts in varying weather conditions; must be capable of safely ascending and working on an OSHA-approved ladder at heights up to 30 feet. Must be able to lift, push, and/or carry up to 100 meters repeatedly.

What Success Looks Like:

• Fiber internet installations and service tickets are completed efficiently and accurately, with all work meeting company, industry, and quality standards for reliable service.
• Internet and Wi-Fi connectivity issues are diagnosed and resolved using strong troubleshooting skills, restoring service quickly and minimizing customer disruption.
• Customers and internal teams are communicated with clearly and professionally throughout every installation and service call, ensuring customers are informed and satisfied from start to finish.
• All work performed, test results, and resolutions are documented accurately in company systems in a timely manner, supporting data integrity and reliable service records.

Safety standards are consistently followed in the field, with vehicles, tools, and materials kept in ready condition to support efficient, incident-free work on every job.