Job Description

A Smarter Career Choice

The Internet is now the heartbeat of our home, but too often internet service is frustrating and unreliable. IQ Fiber was created to offer 100% fiber-optic fast internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of the rapidly growing IQ Fiber team, your contributions will directly affect our success. Your work matters here.

We're looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you'll find a place where your voice matters. You'll find a team who works hard and has fun. And, if you're like us, you'll know you made a Smarter career choice.

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.

The successful candidate will have strong interpersonal skills and enjoy working directly with customers in their home or business. This role requires experience with the installation and repair of fiber broadband services in both indoor and outdoor settings, along with 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.
• 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.
• 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.

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 equivalent experience.
• 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 lift, push, and/or carry up to 75 pounds repeatedly; must be capable of safely ascending and working on an OSHA-approved ladder at heights up to 30 feet.
• Ability to work scheduled and unscheduled overtime and respond to after-hours callouts in varying weather conditions.

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.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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.

Job Tags

Similar Jobs