Hybrid Technician: Installation & Tier 2 Technical Support

• Handles escalations from Tier 1 support, providing advanced troubleshooting for FTTH services, ONTs, routers, WiFi systems
• Manages VOIP systems/features and network performance issues
• Performs remote diagnostics using ISP tools, monitoring systems and network management platforms
• Analyzes fiber light levels, signal integrity, and provisions data to identify service-impacting issues
• Supports network operations with outage triage, ticket escalation, and documentation
• Assists with customer equipment configuration, including router setups, remote installations, disconnections, rate changes and mesh WiFi deployments
• Collaborates with Tier 3 and OSP to resolve complex or recurring service issues
• Performs residential and business FTTH installations, including ONT placement, indoor fiber/CAT6/BBU cable routing, splicing (if applicable) and CPE setup
• Conducts on-site troubleshooting for service degradation, fiber damage, WiFi performance issues and equipment failures
• Uses OTDR, power meters and other fiber testing tools to validate and certify fiber connection
• Completes field repairs including, but not limited to, connector cleaning, basic splicing, line relocates and replacements
• Educates customers on equipment, service features and best practices for home and small business network performance
• Maintains accurate documentation of tickets, field work, test results and customer interactions
• Follows safety protocols and installation standards for aerial, underground and in-home fiber work
• As required, participates in on-call rotations for after-hours escalations or emergency field dispatches
• Coordinates and prepares shipment of packages for customers, ensuring all materials required for self-installation of replacement units are included and accurate
• Maintains organized workflows to support timely delivery and customer satisfaction
• Verifies resolutions with customers
• Tracks inventory levels with precision, performing regular counts and audits
• Notifies the Installation Manager proactively when stock is low or new orders are needed to prevent shortages
• Performs a variety of administrative and office tasks, including running errands and assisting others departments, as needed
• Adapts to shifting priorities to contribute to smooth daily operations across the organization
• Proactively identifies and recommends process and tool improvements, with the goal of happy customers, and maximizing first-contact problem resolution.

• Comfortable working at heights, in attics/basements and outdoors in varying conditions
• Valid driver’s license and clean driving record
• Strong communication skills and a customer-first mindset
• Ability to lift at least 50 lbs
• Continuously working on developing technical skills
• Team-player mentality and ability to work occasional overtime based on the needs of the organization

WORKING CONDITIONS

• Normal office environment with moderate exposure to noise, dust, and temperature
• Ability to travel to locations within our network, outside of the office
• Position requires use of telephone, keyboard, and monitor to perform regular functions of the job

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance, $28 - $29 per hour, VISPO offers a comprehensive and competitive benefits package designed to support the health, financial wellbeing, and work-life balance of our employees:
• Medical, Dental, and Vision insurance, with shared employer and employee contributions
• Employer contribution to a Health Savings Account (HSA) when electing an eligible medical plan
• Term Life Insurance, Short-Term Disability, and Long-Term Disability
• Employee Assistance Program (EAP), providing on-demand counseling and wellness programming for employees and household members
• 401(k) retirement plan enrollment upon eligibility, with 3% employer contribution
• Paid Time Off (PTO) in alignment with hire date, including company-recognized holidays, vacation time, sick time, and personal floating holidays
• Ancillary and voluntary benefits available for optional employee purchase

VISPO reserves the right to modify benefit offerings in accordance with applicable law and business needs., This position is at-will, meaning that employment may be terminated by either the employee or VISPO at any time, with or without cause or notice, in accordance with Vermont state law.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Pay: $28.00 - $29.00 per hour, * 401(k)

• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

VISPO is a special form of non-profit dedicated to providing essential government services for the East Central Vermont Telecommunications District. ECFiber is a municipal district, similar to a school district or water district in which multiple towns working together to create shared broadband infrastructure. The District owns the ECFiber fiber optic network, which provides high speed internet to over 10,000 customers in 31 towns throughout East Central Vermont. VISPO builds, operates and maintains the ECFiber network on behalf of the District.