Supervisor, Technical Operations

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.

Position Summary

IQ Fiber is seeking a Fiber Installation Technician 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.

This is a hands-on, customer-facing field role for an individual contributor with strong interpersonal skills who enjoys working directly with customers in their homes and businesses, backed by experience installing and repairing fiber broadband services in indoor and outdoor settings.

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.
• 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 using 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.
• Meet or exceed 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.
• Operate and maintain all assigned vehicles and equipment within company safety and brand standards, ensuring vehicles are stocked with required materials at all times.
• Perform other duties as assigned.

Required Qualifications

• High school diploma or GED, or equivalent experience.
• 2+ years of broadband installation and maintenance experience, including a minimum of 6 months of fiber optics installation and maintenance experience.
• Working knowledge of GPON, related terminals and equipment, and basic fiber splicing.
• Must have and maintain a valid driver's license, auto insurance, and a satisfactory driving record.
• Ability to set up Wi-Fi networks and diagnose and resolve technical hardware and software issues related to internet and Wi-Fi connectivity, with strong problem-solving skills.
• Ability to utilize company systems and tools to proactively identify issues, document actions and resolutions, and navigate multiple platforms to complete work assignments.
• Ability to meet or exceed key performance metrics, including install completion, quality, CSAT, and MTTR.
• Ability to interact professionally with customers and coordinate effectively with internal teams.
• Ability to maintain a professional image and adhere to all company safety and brand standards.
• Ability to work scheduled and unscheduled overtime and respond to after-hours callouts in varying weather conditions.

Physical Requirements

• Ability to lift, push, and carry equipment and materials weighing up to 75 pounds repeatedly throughout a shift.
• Ability to ascend and work on a ladder at heights up to 30 feet to complete installations.
• Ability to work in both indoor and outdoor settings, including varying weather conditions, while completing installations and service calls.
• 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 performing installation and splicing tasks in customer homes and businesses.

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.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment visa at this time.