Service Delivery Technician I - Rockford

Surf Internet; Rock Falls (IL); On-site; USD 34,000 - 39,000; Full time

Job summary

Surf Broadband Solutions seeks a Tier 1 Service Delivery Technician to perform FTTH fiber installations and basic troubleshooting at residential sites. You’ll test fiber signals, map Wi‑Fi coverage, and assist customers while promoting Surf Internet products.

Travel across Illinois, Indiana, and Michigan is required, with safety and professionalism at the forefront. You will handle ladders, rooftop work, and equipment weighing 75 pounds or more, in various weather conditions.

Qualifications

• High school diploma or equivalent
• Valid driver’s license with clean record
• Ability to lift and maneuver 75+ lbs
• Willingness to travel up to 100% of the time across the service region
• Comfortable working at elevated heights and in adverse weather
• Strong self-management and customer service skills
• Experience with CRM software and basic computer tools
• Flexible schedules including weekends and on-call rotations

Responsibilities

• Perform FTTH fiber installations and some service repair calls at residential locations.
• Conduct fiber signal performance testing using a signal meter and test cord.
• Ability to map Wi‑Fi signal and recommend mesh network placements (Eero).
• Troubleshoot basic fiber drop issues and connectivity problems.
• Understand and apply basic electronics, connectivity principles, and diagnostic procedures.
• Climb ladders on poles and other network elements safely.
• Lift, carry, and maneuver equipment 75+ pounds.
• Maintain company truck, tools, and safety gear per guidelines.
• Work outdoors in various weather conditions and drive between sites safely.
• Interact professionally with customers and explain service details and options.
• Support Surf Internet product upgrades and escalate issues as needed.

Skills

CRM software

Google Docs

Customer service

Problem solving

Self-management

Education

High school diploma or equivalent

Tools

Signal meter

Test cords

Job description

Job DetailsJob Location: Rock Falls Office - Rock Falls, IL 61071Education Level: High SchoolSalary Range: $25.75 - $28.00 HourlyTravel Percentage: Road WarriorOverview

The Tier 1 Service Delivery Technician at Surf Broadband Solutions is a frontline customer-facing member of the operations team. This role is responsible for performing and supporting FTTH (Fiber to the Home) installation, including basic troubleshooting connectivity issues. Working in residential environments, the Tier 1 Technician plays a key role in delivering reliable internet services while ensuring a high level of customer satisfaction.

This position requires the ability to learn and use technical knowledge, physical endurance, and exceptional communication skills. The role involves Training on ladder and rooftop work. Candidates must be able to handle and transport equipment weighing 75 pounds or more, work in various weather conditions, and operate independently across multiple job sites throughout Michigan, Indiana, and Illinois.

Reports To: Service Delivery Technician Supervisor

Department: Field Operations

Job Status: Non-Exempt

Location: Rockford, IL

Responsibilities

Technical Installation & Support

• Perform FTTH fiber installations and some service repair calls at residential locations.
• Conduct fiber signal performance testing (e.g., light/speed tests) by using a signal meter and test cord.
• Ability to Execute Wi‑Fi signal mapping and extension recommendation ideas for mesh networks (Eero placements).
• Troubleshoot basic fiber drop issues and connectivity problems.
• Understand and apply basic electronics, connectivity principles, and diagnostic procedures.

Field Operations & Safety

• Ability to competently climb ladders on poles and other network elements.
• Safely lift, carry, and manoeuvre equipment of 75+ pounds with or without assistance.
• Maintain company truck, tools, and personal safety gear per operational and safety guidelines.
• Work outdoors in various weather conditions, including rain, snow, heat, and ice.
• Operate a company vehicle safely between job sites and in accordance with company policy.

Customer Interaction & Communication

• Interact professionally and courteously with customers during all service calls.
• Explain service details, billing, and equipment features; answer related questions.
• Support the sale of Surf Internet products and services, when necessary, contact sales for Escalation issues.
• De‑escalate and resolve repeat customer concerns and service complaints.
• Promote Surf Internet products and services to generate upgrades or additional accounts.

Operational Support

• Monitor job schedules, receive updates, and communicate using CRM and field service software.
• Prepare daily work assignments by requisitioning equipment and loading the service vehicle.
• Provide accurate, timely updates and documentation of service tickets and job statuses.
• Participate in regular team meetings, training sessions, and cross‑department communications.
• Adhere to all Surf Broadband Solutions procedures, safety regulations, and performance expectations.

QualificationsQualifications

• High school diploma or equivalent
• Valid driver’s license with an acceptable driving record.
• Ability to lift and manoeuvre objects 75+ lbs. regularly.
• Willingness to travel up to 100% of the time across the service region.
• Comfortable working at elevated heights and in adverse weather conditions.
• Strong self‑management, problem‑solving, and customerservice skills.
• Experience with CRM software, GoogleDocs, and basic computer tools.
• Must be able to work flexible schedules, including weekendsand on‑call rotations.
• Regular, consistent, and punctual attendance is essential.