Waterloo Fiber

FIELD SERVICES TECHNICIAN LEVEL I - INSTALLATIONS

Fiber Premises Installation and Service Delivery

Department

Service Delivery

Reports to

Service Delivery Manager

FLSA status

Non-exempt

Supervises

None

Work setting

Field-based; residential and commercial premises

Schedule

Full-time; on-call, overtime, weekend, and holiday work as operationally required

Position Summary

The Field Services Technician Level I installs, activates, tests, and supports Waterloo Fiber broadband service at homes and businesses. Reporting to the Service Delivery Manager, this position owns the customer-premises portion of the installation from the exterior fiber network interface device (NID) into the premises, including placement and activation of Calix optical network terminals (ONTs), inside fiber routing, customer education, and complete work-order documentation.

This is a customer-facing field role requiring safe workmanship, respect for customer property, sound technical judgment, and the ability to independently complete assigned installations to Waterloo Fiber standards. The technician escalates outside-plant, signal, provisioning, or construction issues that fall beyond the premises-installation scope.

Essential Duties and Responsibilities

Fiber Installation and Activation

• Review assigned work orders, construction notes, service plans, and premises information before arrival; confirm materials, equipment, and access requirements.
• Conduct a pre-installation walkthrough with the customer, confirm the planned equipment location and cable route, identify hazards, and obtain approval before drilling or modifying the premises.
• Install fiber from the exterior fiber NID into residential and commercial premises using approved entry, routing, bend-radius, slack-storage, labeling, grounding/bonding, weather-sealing, and fire-stopping practices, as applicable.
• Mount, connect, provision, and activate approved Calix ONTs and related power supplies or battery-backup equipment in accordance with current Waterloo Fiber and manufacturer standards.
• Inspect and clean fiber connectors; verify optical levels and service activation using approved test equipment and systems. Troubleshoot loss, contamination, damaged fiber, incorrect provisioning, or equipment faults.
• Install or connect customer-premises Ethernet and Wi-Fi equipment when included in the work order; verify wired and wireless connectivity and confirm subscribed service performance using approved test methods.
• Protect finished surfaces and customer property; use neat cable management, proper fasteners, bushings, sealants, and labels; remove installation debris and leave the work area clean.
• Complete moves, adds, changes, equipment swaps, service restorations, and installation-related trouble calls within Level I training and authorization.

Customer Experience and Communication

• Provide a professional arrival, explain the work to be performed, set realistic expectations, and communicate delays or scope changes promptly.
• Demonstrate the installed service and equipment, explain basic ONT and router indicators, review care and reset guidance, and confirm the customer can connect before departure.
• Resolve routine concerns courteously and escalate service, property, billing, or construction issues through the proper channel.
• Represent Waterloo Fiber with honesty, patience, and respect when working with customers, coworkers, contractors, and other City departments.

Work Management and Documentation

• Use the assigned mobile device and service-management systems to receive, prioritize, update, and close work orders accurately and on time.
• Record equipment serial numbers, ONT identifiers, optical readings, test results, installed materials, labor, route notes, photographs, customer acknowledgement, and unresolved conditions as required.
• Maintain assigned vehicle, tools, meters, ladders, safety equipment, and inventory in a clean, secure, and serviceable condition; report shortages, damage, or calibration concerns.
• Identify recurring installation or network issues and provide useful field feedback to the Service Delivery Manager and appropriate engineering, network, or OSP personnel.
• Support team workload, special projects, service-impacting events, and emergency restoration activities as assigned.

Safety and Compliance

• Follow all Waterloo Fiber, City, OSHA, electrical, ladder, traffic-control, confined-space, and jobsite safety requirements applicable to the assigned work.
• Use required personal protective equipment and approved tools; stop work and notify supervision when conditions are unsafe or outside training and authorization.
• Use safe drilling and penetration practices, including checks for hidden electrical, plumbing, gas, and structural hazards.
• Maintain a valid driver's license and operate City vehicles safely and responsibly.
• Protect customer information, network information, access credentials, and company assets.

Performance Expectations

Performance will be evaluated using a balanced set of service-delivery measures, including:

• Safe work practices and compliance with installation standards.
• First-time-right installation quality and repeat-trouble or rework rate.
• Appointment completion, on-time arrival, productivity, and work-order cycle time.
• Accurate documentation, inventory accountability, and completed-versus-billable work accuracy.
• Customer satisfaction, professionalism, and effective customer education.
• Timely escalation and collaboration with Network Operations, OSP, Engineering, and Customer Service.

Minimum Qualifications

• High school diploma or GED.
• Valid Iowa driver's license with an acceptable driving record.
• Ability to use computers, mobile devices, ticketing systems, email, and basic productivity software.
• Ability to distinguish colors used in fiber, cabling, labeling, and status indicators, with or without reasonable accommodation.
• Ability to pass required pre-employment screening, which may include a background check, drug screen, and job-related physical, consistent with applicable law.
• Availability for scheduled on-call duty, emergency call-out, overtime, weekends, and holidays when operationally required.

Preferred Qualifications

• One or more years of telecommunications, low-voltage, broadband, electrical, construction, cable installation, or technical field-service experience.
• Experience installing fiber-to-the-premises service in residential or commercial environments.
• Familiarity with Calix ONTs, Calix premises equipment, fiber inspection and cleaning, optical power meters, visual fault locators, and Ethernet/Wi-Fi testing.
• Working knowledge of basic IP networking, DHCP, Ethernet cabling, Wi-Fi placement, and customer-premises troubleshooting.
• Relevant manufacturer, fiber-optic, low-voltage, OSHA, ladder-safety, or first-aid/CPR training.

Knowledge, Skills, and Abilities

• Customer-first communication and the ability to explain technical information in clear, practical language.
• Mechanical aptitude and careful use of hand tools, power tools, ladders, fiber tools, and electronic test equipment.
• Ability to read work orders, route sketches, equipment instructions, floor plans, and basic construction documentation.
• Ability to diagnose problems methodically, recognize the limits of Level I authority, and escalate with complete facts and test results.
• Strong attention to detail, workmanship, organization, time management, and follow-through.
• Ability to work independently in the field while remaining accountable to team standards, schedules, and procedures.
• Ability to establish effective working relationships with customers, coworkers, contractors, and members of the public from diverse backgrounds.

Physical Demands and Working Conditions

The physical demands and work environment described below are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.

• Regularly lift, carry, position, and use tools, ladders, cable, and equipment weighing up to 50 pounds.
• Frequently stand, walk, climb, bend, stoop, kneel, crouch, reach, twist, push, pull, and perform work above shoulder height or in restricted spaces.
• Use fine motor skills, hand-eye coordination, visual acuity, hearing, and verbal communication to terminate, inspect, test, install, and troubleshoot equipment.
• Work indoors and outdoors at residential, commercial, construction, and utility locations in heat, cold, rain, snow, wind, dust, damp conditions, uneven terrain, and around typical jobsite hazards.
• Travel between assignments and work near traffic, aerial or buried utilities, customer pets, insects, vegetation, and other variable field conditions.
• Wear required personal protective equipment and safely use ladders and fall-protection equipment as assigned and trained.

Additional Conditions of Employment

• This description summarizes the primary duties of the position and is not intended to list every task. Duties may change based on operational needs, training, technology, or service standards.
• Employees may be assigned emergency-service duties during disasters, major outages, severe weather, or other declared operational events.
• Continued employment requires compliance with applicable City and Waterloo Fiber policies, safety rules, confidentiality requirements, and performance standards.

Equal Employment Opportunity

Waterloo Fiber is an equal opportunity employer. Employment decisions are made without unlawful discrimination and in accordance with applicable federal, state, and local law. Qualified individuals are encouraged to apply.

Benefits: 

• IPERS 

• Incentive Pay 

• Health, Dental, Vision, and Life Insurance 

• Paid Vacation, Holidays, Personal, and Sick Time 

A.A./E.E.O. 

Minority, female & disabled individuals are encouraged to apply.