<p>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.</p> <p>Department: Network Operations</p> <p>Reports to: Wireless Infrastructure Manager</p> <p>Job Status: Non-Exempt</p> <p>Key Responsibilities:</p> <ul> <li> <p>Issue and Ticket Management:</p> </li><li> <p>Manage service tickets related to outages and technical problems, prioritizing rapid diagnosis and resolution of fiber optic and wireless network issues to minimize downtime</p> </li><li> <p>Repairs and Troubleshooting:</p> </li><li> <p>Conduct in-depth troubleshooting and repairs for fiber optic and wireless networks, including after-hours emergency maintenance.</p> </li><li> <p>Utilize OTDR and splicing techniques (single and ribbon) to efficiently address fiber optic issues.</p> </li><li> <p>Provide smart hands triage</p> </li><li> <p>Offering on-site support for network equipment installations, configurations, and troubleshooting, acting as the first line of defense for network issues.</p> </li><li> <p>Documentation and Reporting:</p> </li><li> <p>Maintain detailed records of network configurations, maintenance activities, and repair logs.</p> </li><li> <p>Submit comprehensive reports on network issues, actions taken, and resolution outcomes, with a focus on fiber optic troubleshooting.</p> </li><li> <p>Customer Interaction and Support:</p> </li><li> <p>Communicate with customers to provide updates on network status and outage resolutions, ensuring clarity and a positive experience.</p> </li><li> <p>Collaboration and Coordination:</p> </li><li> <p>Work closely with team members and other departments to resolve network issues and implement improvements, particularly in fiber optic infrastructure.</p> </li><li> <p>Participate in team meetings and contribute to collaborative problem-solving.</p> </li><li> <p>Compliance and Safety:</p> </li><li> <p>Adhere to company policies, industry regulations, and safety standards, including 100% tower attachment when working above 6 feet.</p> </li><li> <p>Follow operational procedures and best practices in all network-related activities</p> </li></ul> <p>Skills and Competencies:</p> <ul> <li> <p>Expertise in fiber optic and wireless network maintenance, with proficiency in splicing, OTDR, and smart hands triage.</p> </li><li> <p>Strong knowledge of LAN/WAN troubleshooting, networking protocols, routing (e.g., multiple routers, Adtran systems), and phone systems.</p> </li><li> <p>Basic understanding of Radio Frequency (RF) and fiber optic terminology/technology.</p> </li><li> <p>Exceptional problem-solving skills with keen attention to detail.</p> </li><li> <p>Effective communication skills for internal coordination and customer interactions.</p> </li><li> <p>Ability to work independently, handle emergency situations with composure, and troubleshoot complex network systems systematically.</p> </li><li> <p>Proficiency in Networking and Windows environments.</p> </li></ul> <p>Work Hours and Availability:</p> <ul> <li> <p>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.</p> </li><li> <p>Willingness to travel for extended periods (2+ days) when required.</p> </li></ul> <p>Support and Development:</p> <ul> <li>Access to ongoing professional development and training to enhance skills in fiber optic troubleshooting, smart hands triage, and network infrastructure management </li></ul> <p>Qualifications</p> <p>Qualifications:</p> <ul> <li> <p>High school diploma or equivalent.</p> </li><li> <p>5+ years of experience, preferred.</p> </li><li> <p>Ability to work in challenging environments (e.g., rain, snow, extreme heat/cold) and lift up to 75 lbs.</p> </li><li> <p>Availability for on-call duties and extended travel as needed.</p> </li><li> <p>Proficiency in Networking and Windows.</p> </li><li> <p>Ability to work independently with limited supervision.</p> </li></ul>