Tier 2 Technical Support Technician

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:

We are seeking a full-time Tier 2 Technical Support Technician. This position involves leveraging cutting edge networking technologies to support a fiber optic internet startup company. You will work as part of a small and versatile team to build a world-class operation that involves working with Calix, supporting XGS-PON hardware components, troubleshooting, and monitoring various carrier class network equipment, servers, Wi-Fi devices, and other gear.

You will support other team members and customers with installation, configuration, troubleshooting, and training. The position is a full-time position that also requires participation in an after-hours on-call support program. This is truly a unique opportunity to get involved in cutting edge startup operating in a fast-growing industry.

Essential Duties and Responsibilities:

• Collaborates with Customer Service team to ensure customer technical support issues are resolved in a timely manner.
• Configures and manages mass firmware updates to on-premises equipment and OLTs.
• Work with and support vendors to implement network solutions and upgrades, ensure that communication is happening with vendors in an optimal and timely manner, that team members can sufficiently communicate with vendors, and that all vendor matters are being communicated appropriately.
• Other duties as assigned.
• Oversee tracking and management of non-customer issues/tasks, maintain an internal project management tracking board.
• Manage team accounts, onboarding and offboarding.
• Remotely support onsite technicians, NOC Tier 1, Tier 2, Tier 3, CSR and customers, escalate issues when necessary, work with NOC and CSR to address customer concerns.
• Manage internal and customer facing ticketing system for technical issues.
• Support XGS-PON hardware components, troubleshoot, diagnose, test, configure and upgrade lab, operational system, data center, public Wi-Fi, and customer networking equipment.
• Administers and develops internal technical knowledge base, training programs, procedural documentation and troubleshooting documentation. Works across teams to assist in defining, documenting, maintaining, updating, and implementing the knowledge base, productivity, and communication policies and procedures.
• Assists Network Engineers in performing data backups, disaster recovery operations, upgrades, and maintenance of core network equipment to support network availability.
• Supports outside plant team in activating fiber cabinets and troubleshooting fiber optics related issues.
• Configure and manage broadband service and assist in training NOC team members.

Qualifications:

· Proven experience in a tier 2 tech support role

· Minimum 2-year networking related degree or equivalent experience

· Ideal candidate will have experience working with Calix

· 1 year telecommunications/fiber optic internet service experience (Preferred)

· Experience working with and configuring a variety of network and server hardware

· Linux administration skills a plus

· Other networking related credentials a plus (i.e. CCNA, CCNP, Network+)

· Experience working with VLANS, DHCP, Static and Dynamic IP Addressing, VPNs, etc.

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.