Field Services Technician Level I - Installations

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

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.

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.

• 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 elevate 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.

• 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…