Tier II Technician

The Tier II Technician is responsible for supporting the deployment, activation, and advanced troubleshooting of fiber-based internet services. This role serves as the escalation point for field operations and CSR teams, ensuring that new services are successfully turned up and existing services maintain high performance and reliability. The technician will analyze, diagnose, and resolve complex optical, transport, and CPE-related issues while providing guidance to internal teams and delivering a superior customer experience.

• The role will be hybrid, both remote and at the office in Keller, TX.

• Exempt: Regular, Full-time

• →None

• Perform remote fiber service turn-ups, including ONT/OLT activation, configuration validation, and service testing.
• Verify optical levels, signal quality, and service parameters during installations and upgrades.
• Coordinate with field technicians to resolve light-level discrepancies, equipment issues, or physical plant problems.
• Validate proper provisioning of customer services (internet, voice, special circuits) across multiple platforms.
• Troubleshooting & Incident Resolution
• Serve as the escalation point for complex service-impacting issues received from CSR, NOC, and field operations.
• Troubleshoot fiber optic connectivity issues including optical signal loss, OLT/ONT failures, network configuration errors, VLAN mismatches, and provisioning anomalies.
• Analyze data from network monitoring tools, OTDR traces, power meters, and performance metrics to determine root cause.
• Work within network systems to reset, re-provision, or reconfigure equipment as needed.
• Performs other duties as assigned.
  
  

• Support GPON/XGS-PON, transport equipment, switches, routers, and related infrastructure.
• Assist in validating network changes, equipment upgrades, and software updates before deployment.
• Contribute to the development of MOPs (Methods of Procedure) for service activation and troubleshooting workflows.
• Oversee telecom hut maintenance responsibilities, including monitoring and coordinating upkeep of power systems, environmental controls (HVAC), alarms, backup batteries, and other critical infrastructure. Ensure telecom huts remain in optimal operating condition to support reliable network performance.
  
  

• Provide clear, concise technical guidance to field technicians and internal support teams.
• Document troubleshooting steps, resolutions, and recurring issues to improve team knowledge and processes.
• Communicate effectively with field technicians to ensure clear understanding and resolution of service-impacting issues.
• Quality Assurance & Continuous Improvement
• Identify patterns, chronic issues, or equipment failures and escalate to leadership for long-term fixes.
• Maintain accurate and timely records within ticketing and provisioning systems.
• Recommend process improvements to enhance activation success rates and reduce repeat escalations.

• High school diploma or GED required, associate degree or technical certification in Information Technology, Networking, Telecommunications, or a related field preferred.

• Minimum of 5 years of experience working in related industry.

• Strong technical troubleshooting skills with the ability to diagnose and resolve complex internet connectivity, networking, and service performance issues across wired and wireless environments.
• Proficiency in supporting and configuring customer premises equipment (CPE), including modems, routers, Wi-Fi systems, and VoIP devices, using remote diagnostic and management tools.
• Excellent communication and customer service skills, with the ability to clearly explain technical concepts to non-technical departments and document resolutions accurately within ticketing systems.

Continuously: 6-8 hours in an 8-hour day or 60 times per hour

Frequently: 3-6 hours in an 8-hour day or up to 12-60 times per hour

Occasionally: up to 3 hours in an 8-hour day or 1-12 times per hour

Never: No physical requirement

In a typical work day, the employee will be required to:

• Sit: Frequently
• Stand: Frequently
• Walk: Occasionally
• Keyboarding: Frequently
• Fine manipulation: Occasionally
• Lift: Will require capability to lift up to 50 pounds.
• Carry: Will require capability to carry up to 50 pounds.
• Travel: Ability to travel approximately 5% of the time.
• Work Environment: The Tier II Technician works in a fast-paced technical support environment that involves working in the office, remotely, and out in the field.

We truly value our employees and put their well-being first! Here we provide the following:

• Medical and Dental Plan
• Vision Plan
• PTO
• 401(K) with company match
• Collegial environment of talented professionals
• Growing and well-funded company