Business Service Technician

SCALIS; Northern (KY); Hybrid; USD 65,000 - 90,000; Full time

Job summary

SCALIS is seeking a Business Service Technician to deliver on-site engineering support for enterprise and small-business clients. You will diagnose and repair broadband issues across Ethernet-over-Copper, Coax, and Fiber, while maintaining professional client interactions.

Responsibilities include on-site diagnostics, physical layer maintenance, CPE management, network configuration, and ensuring SLAs through QA tests. A valid driver's license and ability to lift 50 lbs are expected.

Qualifications

• Strong knowledge of Ethernet and fiber optic technologies (GPON, Active Ethernet).
• Experience configuring enterprise networking gear via CLI (TCP/IP, DNS, DHCP).
• Hands-on field repair and on-site diagnostics with network equipment.
• Ability to lift up to 50 lbs and work in server rooms / IDF/MDF spaces.

Responsibilities

• On-site diagnostics and repair of outages or performance issues.
• Repair or replace damaged cabling and perform fiber splicing; verify signal integrity.
• Install, re-configure and troubleshoot CPE including Managed Routers, NID, IAD, ONT.
• Configure VLAN tagging, IP assignments, and routing protocols with NOC.
• Navigate server rooms and spaces to extend demarcations or optimize placement.
• Conduct speed tests and latency measurements to meet SLAs.

Skills

Communication

Problem solving

Physical stamina

Mobility

Education

Certifications (Preferred)

Tools

Fusion splicers

Signal level meters

TDRs

NetAlly

VIAVI

Cisco

Adtran

Juniper

Ciena

Job description

We are looking for a Business Service Technician who can be the frontline technical expert responsible for ensuring our enterprise and small-business clients stay connected. You will provide high-level on-site support, diagnosing and resolving complex broadband connectivity issues delivered via Ethernet-over-Copper, Coax, or Fiber Optics . This role requires a blend of advanced technical troubleshooting, hands-on physical repair, and professional client interaction to maintain our reputation for reliability.

Location: US (Nationwide) On-Site.

Key Responsibilities

• On-Site Diagnostics & Repair: Investigate and resolve service outages or performance degradation at the client’s place of business.
• Physical Layer Maintenance: Repair or replace damaged cabling (Cat5e/6 or Fiber) and connectors. Perform fiber splicing and use OTDR/Light Meters to verify signal integrity.
• CPE Management: Install, re-configure, and troubleshoot Customer Premise Equipment (CPE) , including Managed Routers, Network Interface Devices (NID), Integrated Access Devices (IAD), and Optical Network Terminals (ONT).
• Network Configuration: Interface with the Network Operations Center (NOC) to verify VLAN tagging, IP assignments (Static/Dynamic), and routing protocols.
• Inside Wiring: Navigate business environments (server rooms, IDF/MDF closets, drop ceilings) to extend demarcations or optimize equipment placement.
• Quality Assurance: Conduct comprehensive speed tests and latency benchmarks to ensure the circuit meets Service Level Agreements (SLAs).

Technical Skills & Qualifications

• Connectivity Standards: Deep understanding of Ethernet standards and Fiber Optic technology (GPON, Active Ethernet).
• Networking Protocol: Proficiency in TCP/IP, DNS, DHCP, and basic command-line interface (CLI) interactions for equipment configuration.
• Tool Proficiency: Experience using fusion splicers, signal level meters, TDRs, and network testers (e.g., NetAlly, VIAVI).
• Hardware Knowledge: Familiarity with enterprise-grade hardware such as Cisco, Adtran, Juniper, or Ciena.
• Certifications (Preferred): CompTIA Network+, BICSI, or FOA Certified Fiber Optic Technician (CFOT).

Soft Skills & Requirements

• The "Professional Face": Ability to communicate technical issues clearly to non-technical business owners and IT Managers.
• Problem Solving: A methodical approach to troubleshooting—isolating variables to find the root cause of an issue quickly.
• Physical Demands: Ability to lift up to 50 lbs, climb ladders, and work in confined spaces (server closets/crawl spaces).
• Mobility: Must possess a valid driver’s license and a clean driving record for operating a company service vehicle.

What Success Looks Like

• Mean Time to Repair (MTTR): Consistently meeting or exceeding targets for restoring business services.
• First-Time Fix Rate: Resolving issues on the initial visit to minimize client downtime.
• Client Satisfaction: Maintaining high CSAT scores through professional conduct and clear communication.