Overview
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: Exempt
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 maneuver 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.
