Service Delivery Technician

Job description

Position Description:
Lyte Fiber, LLC ("Lyte") is seeking a motivated and customer-oriented Service Delivery Technician to join our growing team. The Service Delivery Technician will be responsible for installing, troubleshooting, and maintaining fiber optic services for both residential and commercial subscribers while delivering a high-quality customer experience. The technician will work on-site at customer locations, performing installations and repairs with a focus on safety, efficiency, and customer satisfaction. This position is critical in ensuring Lyte's customers receive seamless, reliable fiber optic internet services.
This role is ideal for individuals who are technically skilled, enjoy interacting with customers, and are committed to providing excellent service with a friendly and professional demeanor. This role will require travel to other Lyte Fiber markets to support new market launches and surge activity, so it is a great opportunity for someone who enjoys traveling to work on exciting projects. The ideal candidate will have experience in telecommunications, networking, or a related field, but training will be provided for candidates who are eager to learn and grow in the fiber optics industry.

Duties and Responsibilities:
• Install, troubleshoot, and repair FTTX services for both residential and business customers.
• Perform aerial or underground fiber drop installations, network interface device setup, and in-home/business wiring according to company standards.
• Configure customer premises equipment (CPE) such as Optical Network Terminals (ONTs) and wireless networks to ensure connectivity.
• Educate customers on the use of installed hardware and services, providing technical guidance and support to ensure they understand how to use their service.
• Provide a positive and friendly customer experience by maintaining a professional and courteous demeanor during all interactions.
• Troubleshoot and resolve home and business network issues, including problems related to wireless routers, cabling, and connectivity.
• Perform service upgrades, relocations, and additional service installations as needed.
• Complete accurate installation and service records, ensuring all required forms and reports are submitted in a timely manner.
• Follow safety protocols and ensure installations meet quality standards while adhering to all industry regulations and company policies.
• Maintain a well-organized inventory of tools, equipment, and supplies, ensuring trucks are stocked with necessary items for daily operations.
• Respond to dispatch calls and work closely with dispatchers to meet daily schedules and customer service commitments.
• Ensure high levels of customer satisfaction by maintaining professionalism and courtesy during all customer interactions.
• Meet or exceed company-defined Key Performance Indicators (KPIs) related to service delivery, installation quality, and customer satisfaction.
• Perform other duties as assigned by management to support operations and customer service goals.

Minimum Qualifications:
• High school diploma or GED equivalent.
• Strong problem-solving skills and the ability to troubleshoot technical issues effectively.
• Basic understanding of networking principles and equipment, including ONTs and wireless networks.
• Excellent customer service and communication skills, with the ability to explain technical concepts clearly and interact with customers in a friendly and professional manner.
• Ability to work independently, manage time effectively, and complete tasks with minimal supervision.
• Must possess a valid driver's license and a clean driving record.
• Ability to distinguish colors of wire for proper installation and troubleshooting.
• Ability to meet the physical demands of the job, including lifting and carrying equipment weighing up to 75 pounds.
• Ability to travel up to 75% of the time, based on business needs

Preferred Qualifications:
• Prior experience in telecommunications, fiber optics, or network installations.
• Familiarity with fiber optic technologies, including FTTX installations and customer premises equipment.
• Experience with tools and techniques used in fiber splicing, network configuration, and cable installations.
• Industry certifications such as FOA, SCTE, or BICSI.
• Bilingual (English/Spanish) communication skills.

Physical Demands and Work Environment:
• Ability to lift and carry equipment weighing up to 75 pounds.
• Frequent standing, walking, bending, and reaching while performing installations.
• Ability to climb ladders and work at heights as required by job duties.
• Work in varying outdoor conditions, including hot, cold, and wet environments.
• May require working outside of regular business hours, including evenings or weekends, to meet service needs.
• May require being on-call to respond to urgent customer service or repair needs.

About Lyte Fiber:
Established in 2023 and headquartered in Houston, TX, Lyte Fiber, LLC ("Lyte") is dedicated to bringing the fastest, most reliable home and business fiber optic internet to Texas and beyond. Formed in partnership with SDC Capital Partners, a leading digital infrastructure investment firm, Lyte was started by internet industry veterans who are passionate about providing a best-in-class customer experience, building a company where great employees want to work and connecting Texas communities. As part of our commitment to each community we serve, Lyte pledges a 1% giveback to local charities and causes annually.

Lyte Fiber, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and sexual orientation), gender identity, national origin or ancestry, citizenship, ethnicity, genetic information, age, or protected veteran status and will not be discriminated against on the basis of physical or mental disability or any other characteristic protected by federal or Texas law.

Applicants who believe they need an accommodation on account of a disability or sincerely held religious belief to perform the essential functions of the job they are applying for, should submit those requests to HR. Requests will be evaluated on a case-by-case basis and cannot be guaranteed.

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