Position Summary
InfinityLink is seeking a Network Technician to provision and maintain fiber, television, and phone services for our customers, with a strong focus on advanced troubleshooting. This role combines hands-on provisioning and configuration work with the technical depth to diagnose and resolve complex service issues across our network and customer premises equipment. The role is primarily office-based, with occasional field visits as needed.
Key Responsibilities
- Provision new fiber, TV, and phone (VoIP/POTS) service accounts, including configuring ONTs, modems, routers, set-top boxes, and related customer premises equipment.
- Perform advanced troubleshooting on service outages, signal degradation, and equipment malfunctions across fiber optic, video, and voice systems, primarily via remote diagnostics and network management tools.
- Diagnose issues using diagnostic tools such as OTDRs, power meters, signal analyzers, and network management software.
- Escalate and resolve complex, multi-layered technical problems that go beyond standard tier-one support, including issues spanning outside plant, in-home wiring, and network-side configuration.
- Test and certify fiber optic lines remotely; travel on-site to splice and terminate fiber connections when remote resolution isn't possible.
- Configure and troubleshoot phone systems, including VoIP quality issues, call routing, and PBX/ATA equipment where applicable.
- Document service calls, root causes, and resolutions accurately in the ticketing/CRM system.
- Educate customers on equipment use and basic maintenance by phone or during occasional site visits.
- Collaborate with network operations and engineering teams on recurring or systemic issues.
- Travel to customer sites or facilities on an occasional basis for issues that cannot be resolved remotely, including physical fiber repair or equipment swaps.
Qualifications
- Experience with fiber optic installation, splicing, and testing (OTDR experience preferred).
- Working knowledge of TV/video delivery systems (IPTV, cable, or satellite).
- Familiarity with VoIP and traditional phone system troubleshooting.
- Strong understanding of networking fundamentals (IP addressing, DHCP, routing basics).
- Ability to read and interpret network diagrams and technical documentation.
- Valid driver's license and clean driving record, for occasional site visits.
- Strong customer service and communication skills.
- Ability to work independently, prioritize tickets, and manage time effectively.
- Physical ability to climb ladders, work in confined spaces, and lift equipment (typically 50+ lbs) on the occasions field work is required.
- Relevant certifications a plus (e.g., BICSI, Fiber Optic Association, CompTIA Network+).
Work Environment
Primarily an office-based role (helpdesk/NOC-style provisioning and troubleshooting via phone, remote diagnostics, and network management tools), with occasional field visits to customer sites or facilities to resolve issues that can't be handled remotely — such as physical fiber splicing/repair, equipment swaps, or on-site diagnostics.
Benefits
- Dental insurance
- Employee discount
- Health insurance
- On-the-job training
- Paid time off
- Vision insurance
Pay: $19.00 - $24.00 per hour
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
