Position Description:

Lyte Fiber, LLC ("Lyte") is seeking a motivated and customer-oriented Service Delivery Technician with a strong focus on SMB installations to join our growing team. This role will be responsible for installing, troubleshooting, and maintaining fiber optic internet and commercial voice services for small and medium business customers, while also supporting residential installations as needed. The technician will work on-site at customer locations, performing installations and repairs with a focus on safety, efficiency, quality, and customer satisfaction. This position is critical in ensuring Lyte customers receive seamless, reliable fiber optic internet and voice services for both business and residential needs. This role is ideal for individuals who are technically skilled, enjoy interacting with customers, and are comfortable working in both business and residential environments. The technician should be able to support SMB turn-ups, customer-premise equipment setup, basic network configuration, POTS line provisioning, Hosted Voice service activation, business customer education, and standard residential installs. This role may require travel to other Lyte Fiber markets to support new market launches, surge activity, and special 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 SMB and residential customers. Perform SMB fiber installations, service turn-ups, ONT placement, router/network equipment setup, and customer-premise wiring according to company standards. Perform residential fiber installations, including aerial or underground fiber drop connections, network interface device setup, and in-home wiring as needed. Configure customer premises equipment (CPE), including Optical Network Terminals (ONTs), routers, wireless networks, and other supported networking equipment to ensure reliable connectivity. Support basic SMB networking needs, including connectivity validation, equipment handoff, customer device testing, and coordination with internal support teams when advanced configuration is required. Educate SMB and residential 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 professional customer experience, especially when working with business owners, office managers, property representatives, and residential customers. Troubleshoot and resolve business and home network issues, including problems related to wireless routers, cabling, CPE, LAN connectivity, and service activation. Install, configure, and activate commercial POTS (Plain Old Telephone Service) lines for SMB customers, including demarc extensions, inside wiring, and analog device connections at customer premises. Provision and configure Hosted Voice (VoIP) services for SMB customers, including IP phone deployment, Analog Telephone Adapter (ATA) setup, auto-attendant coordination, and basic user onboarding and education. Troubleshoot voice service issues for both POTS and Hosted Voice customers, including line quality, dial tone, device registration, and call flow problems, escalating to NOC or voice support teams as needed. Perform service upgrades, relocations, additional service installations, and equipment swaps as needed. Complete accurate installation and service records, including work order notes, photos, test results, equipment usage, and required closeout documentation. 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 SMB and residential installation work. Respond to dispatch calls and work closely with dispatchers, sales, construction, NOC, and operations teams to meet schedules and customer service commitments. Meet or exceed company-defined Key Performance Indicators (KPIs) related to installation quality, first-time-right completion, customer satisfaction, punctuality, and service delivery performance. 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, routers, switches, wireless networks, and customer-premise connectivity. Excellent customer service and communication skills, with the ability to explain technical concepts clearly to both business and residential customers. 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 with SMB, commercial, residential, telecommunications, fiber optics, or network installations. Familiarity with fiber optic technologies, including FTTX installations and customer premises equipment. Experience installing or supporting routers, switches, Wi-Fi systems, structured cabling, and basic business network environments. Experience with tools and techniques used in fiber splicing, network configuration, cable installation, and service activation testing. Experience with POTS provisioning, analog telephony, VoIP/SIP systems, or Hosted Voice platforms such as Cisco, Polycom, Yealink, or similar business phone solutions. Industry certifications such as FOA, SCTE, BICSI, CompTIA Network+, or similar technical certifications. 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, reaching, and working in tight or elevated spaces 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 in business offices, retail locations, multi-tenant buildings, customer homes, attics, garages, and exterior service areas. May require working outside of regular business hours, including evenings or weekends, to meet SMB customer availability, service needs, or launch schedules. 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.