Fiber Optic Service Technician for SMB & Residential

Paycom

Marshall (TX)

On-site

USD 41,000 - 65,000

Full time

5 days ago

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Job summary

Lyte Fiber, LLC is seeking a motivated Service Delivery Technician to install, troubleshoot, and maintain fiber optic internet and commercial voice services for SMB customers, with residential support as needed. You will work on-site at customer locations, ensuring safety, quality, and customer satisfaction while performing SMB turn-ups, CPE configuration, and Hosted Voice setup.

The ideal candidate has experience in telecommunications or networking, strong troubleshooting skills, and the

Qualifications

High school diploma or GED required.
Strong problem-solving skills and the ability to troubleshoot technical issues effectively.
Basic understanding of networking principles and equipment, including ONTs, routers, switches, wireless networks, and customer-premise connectivity.
Excellent customer service and communication skills, with the ability to explain technical concepts clearly to both business and residential customers.
Ability to travel up to 75% of the time.
Must possess a valid driver’s license and a clean driving record.

Responsibilities

Install, troubleshoot, and repair SMB and residential fiber services.
Perform SMB fiber installations, service turn-ups, ONT placement, router/network equipment setup, and customer-premise wiring according to company standards.
Perform residential fiber installations, including aerial or underground fiber drop connections, network interface device setup, and in-home wiring as needed.
Configure customer premises equipment (CPE), including Optical Network Terminals (ONTs), routers, wireless networks, and other supported networking equipment to ensure reliable connectivity.
Support basic SMB networking needs, including connectivity validation, equipment handoff, customer device testing, and coordination with internal support teams when advanced configuration is required.
Educate SMB and residential customers on the use of installed hardware and services, providing technical guidance and support to ensure they understand how to use their service.
Provide a positive and professional customer experience, especially when working with business owners, office managers, property representatives, and residential customers.
Troubleshoot and resolve business and home network issues, including problems related to wireless routers, cabling, CPE, LAN connectivity, and service activation.
Install, configure, and activate commercial POTS lines for SMB customers, including demarc extensions, inside wiring, and analog device connections at customer premises.
Provision and configure Hosted Voice (VoIP) services for SMB customers, including IP phone deployment, Analog Telephone Adapter (ATA) setup, auto-attendant coordination, and basic user onboarding and education.
Troubleshoot voice service issues for both POTS and Hosted Voice customers, including line quality, dial tone, device registration, and call flow problems, escalating to NOC or voice support teams as needed.
Perform service upgrades, relocations, additional service installations, and equipment swaps as needed.
Complete accurate installation and service records, including work order notes, photos, test results, equipment usage, and required closeout documentation.
Follow safety protocols and ensure installations meet quality standards while adhering to all industry regulations and company policies.
Maintain a well-organized inventory of tools, equipment, and supplies, ensuring trucks are stocked with necessary items for SMB and residential installation work.
Respond to dispatch calls and work closely with dispatchers, sales, construction, NOC, and operations teams to meet schedules and customer service commitments.
Meet or exceed KPIs related to installation quality, first-time-right completion, customer satisfaction, punctuality, and service delivery performance.