Fiber Install Technician

A Smarter Career Choice

Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. ThinkBig Networks was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact 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.

This position is located in - Calvert County-Local candidates, please.

Position Summary:

The Fiber Installation Technician is responsible for the installation, Wi-Fi router configuration, testing/customer acceptance of the ThinkBig Networks FTTH service. The Fiber Installation Technician will also respond to internet service calls, service changes and disconnects. The successful candidate will have strong interpersonal skills and enjoy interacting with customers in their home or business with equipment such as routers and ONTs. A Fiber Installation Technician must have various levels of experience with the installation and repair of fiber broadband services in indoor and outdoor settings.

Essential Duties and Responsibilities:

Perform assigned fiber internet installations following established codes, standards and norms for the industry

Resolve assigned fiber internet service tickets following established codes, standards and norms for the industry

Use problem-solving skills to properly set up initial Wi-Fi network or to diagnose and resolve technical hardware and software issues involving internet and Wi-Fi connectivity

Travel to the job site and arrive on time, in professional attire commensurate with the assigned work, with all safety gear, required tools and parts

Contact dispatch if help in troubleshooting or completing the install is required

Document actions performed, quality measures/readings, resolutions, etc. in installation order or service ticket via company provided technology

Utilize our systems and tools to proactively check for and resolve potential issues before marking the install or service call as complete

Adhere to company, industry (TIA/EIA, ANSI, BICSI) and safety standards and procedures

Perform basic splicing and basic fiber maintenance activities. Working knowledge of GPON and related terminals and equipment

Frequently lift and/or move up to 30 pounds and occasionally lift and/or move up to 100 pounds with assistance

Ability and willingness to work the scheduled and/or unscheduled overtime work assignments and after-hours callouts in all types of weather

Focus on meeting or exceeding individual and team objectives and key customer success metrics (Install completion, Quality, CSAT, Meantime to Resolution (MTTR), etc.)

Interact with other teams to coordinate and disseminate information to complete job assignments and to meet Company service objectives

Interact with customers in a professional manner to foster positive relationships

Ensure vehicle has the proper equipment to complete assigned work (CPE, installation materials, tools, test equipment, etc.)

Properly operate and maintain all assigned vehicles, equipment and tools within company safety and brand standards

Maintain required certifications and/or licenses

Maintain a professional image

Effectively communicate ThinkBig Networks’ product and service offering

Navigate through multiple systems

Perform other duties as assigned

Qualifications:

2+ yearsinstallation and maintenance experience

Preference for operating in a fast-paced, technical environment with a high degree of critical thinking and problem solving

Ability to work independently in a fast-paced environment without supervision

Willing to learn, adapt and evolve with the team and company and develop new skills quickly

Strong technical aptitude with excellent end-user interaction skills

Must have good oral and written communications skills

Strong analytical and problem-solving skills

Experience with internet, Wi-Fi troubleshooting; ability to define problems, collect data, establish facts, and draw valid conclusions

Experience in one or more ticketing, CRM, provisioning, ordering, scheduling, troubleshooting software and tools accessed via tablets and/or smartphones

Excels at explaining complex concepts simply

Capable of answering technical questions from technical and non-technical users

High school diploma or equivalent. Electronics training/Certifications a plus

Must be able to pass criminal background check, driving record check and drug test

Must have a current valid driver's license that is automotive insurable

Flexibility to work mandatory overtime to meet business needs

High integrity and strong work ethic are a must

Attention to detail and ability to think creatively and strategically is a must

Excellent organization and time management skills

Ability to interact and communicate effectively with other team members

Ability to lift, push and/or carry up to 50 pounds and move up to 75 pounds without assistance

Ability to work at heights, off a ladder and in confined spaces

Ability to frequently bend, climb, squat, reach and kneel

Ability to ascend or descend ladders, scaffolding, stairs, ramps and the like using feet/legs and/or hands/arms

Seizing, holding, grasping, turning, or otherwise working with hand(s)

Lift hands frequently to reach above, below or at shoulder level

Must be able to perceive differences in wire and cable colors

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.

ThinkBig Networks 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.

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