Network Infrastructure Engineer

Overview: As a Network Infrastructure Engineer at Surf Internet, you will play a pivotal role in maintaining and managing our fiber optic and wireless network infrastructures. Your primary responsibilities include ensuring continuous network service operation, with a strong focus on fiber optic troubleshooting, smart hands triage and resolving network issues. Your expertise is vital in delivering reliable internet services to residential and commercial customers. 

Department: Network Operations 

Reports to: Wireless Infrastructure Manager 

Job Status: Non-Exempt 

Key Responsibilities: 

• Issue and Ticket Management: 

• Manage service tickets related to outages and technical problems, prioritizing rapid diagnosis and resolution of fiber optic and wireless network issues to minimize downtime 

• Repairs and Troubleshooting: 

• Conduct in-depth troubleshooting and repairs for fiber optic and wireless networks, including after-hours emergency maintenance. 

• Utilize OTDR and splicing techniques (single and ribbon) to efficiently address fiber optic issues. 

• Provide smart hands triage 

• Offering on-site support for network equipment installations, configurations, and troubleshooting, acting as the first line of defense for network issues. 

• Documentation and Reporting: 

• Maintain detailed records of network configurations, maintenance activities, and repair logs. 

• Submit comprehensive reports on network issues, actions taken, and resolution outcomes, with a focus on fiber optic troubleshooting.   

• Customer Interaction and Support: 

• Communicate with customers to provide updates on network status and outage resolutions, ensuring clarity and a positive experience. 

• Collaboration and Coordination: 

• Work closely with team members and other departments to resolve network issues and implement improvements, particularly in fiber optic infrastructure. 

• Participate in team meetings and contribute to collaborative problem-solving. 

• Compliance and Safety: 

• Adhere to company policies, industry regulations, and safety standards, including 100% tower attachment when working above 6 feet. 

• Follow operational procedures and best practices in all network-related activities 

Skills and Competencies: 

• Expertise in fiber optic and wireless network maintenance, with proficiency in splicing, OTDR, and smart hands triage. 

• Strong knowledge of LAN/WAN troubleshooting, networking protocols, routing (e.g., multiple routers, Adtran systems), and phone systems. 

• Basic understanding of Radio Frequency (RF) and fiber optic terminology/technology. 

• Exceptional problem-solving skills with keen attention to detail. 

• Effective communication skills for internal coordination and customer interactions. 

• Ability to work independently, handle emergency situations with composure, and troubleshoot complex network systems systematically. 

• Proficiency in Networking and Windows environments. 

Work Hours and Availability: 

• Regular working hours with flexibility for after-hours shifts, weekends, and on-call duties as part of a rotating schedule for emergency maintenance and repairs. 

• Willingness to travel for extended periods (2+ days) when required. 

Support and Development: 

• Access to ongoing professional development and training to enhance skills in fiber optic troubleshooting, smart hands triage, and network infrastructure management 

Qualifications: 

• High school diploma or equivalent. 

• 5+ years of experience, preferred.

• Ability to work in challenging environments (e.g., rain, snow, extreme heat/cold) and lift up to 75 lbs. 

• Availability for on-call duties and extended travel as needed. 

• Proficiency in Networking and Windows. 

• Ability to work independently with limited supervision.