Service Technician II

Job Title: Service Technician II

Department: Customer Service

Reports to: Director of Customer Service

FLSA: Non-Exempt

Location: Destin, Florida

Job Summary:

The Field Service Technician II independently services and maintains SecureVision's bulk telecommunications services at MDU resort and condominium properties along the Alabama and Florida Gulf Coast. With demonstrated proficiency in fiber, IPTV, and voice technologies, the Field Service Technician II handles a full daily route of service calls, troubleshoots most customer-impacting issues at the unit level, and mentors entry-level technicians during shared assignments.

Duties/Responsibilities:

• Service:

o Independently service fiber internet, IPTV, and voice products in MDU units and common-area equipment spaces.

o Complete work to SecureVision quality standards, including proper cable dressing, labeling, and documentation.

• Troubleshooting & Escalation:

o Troubleshoot customer-reported issues spanning ONT/gateway devices, in-unit Wi-Fi, set-top boxes, and VoIP endpoints; resolve at first visit whenever possible.

o Identify and escalate outside plant, backbone, or construction issues to the supervisor.

o Coordinate directly with NOC, CSRs, and property staff to schedule work, confirm access, and close out tickets accurately.

• Preventive Maintenance:

o Perform scheduled preventive maintenance on property-level equipment, including MDF/IDF inspections, UPS checks, cable management, and patch documentation.

o Maintain truck stock, tool calibration, vehicle condition, and accurate parts-usage records.

• Team Coordination & Mentoring:

o Provide on-the-job guidance to Field Service Technician I personnel, reviewing quality of work and reinforcing safety standards.

o Partner with CSRs to prioritize workload and communicate realistic completion times.

• On-Call & After-Hours:

o Participate in the on-call rotation, responding to after-hours outages and critical service events within documented SLA windows.

o Performs other related duties as assigned by their supervisor.

Required Skills/Abilities:

• Proficiency with OTDRs, power meters, signal-level meters, and standard fiber/copper test equipment.
• Ability to read and interpret MDU riser diagrams, as-builts, and splice schematics.
• Competency in Wi-Fi troubleshooting, mesh/gateway configuration, and IPTV middleware behavior.
• Familiarity with ticketing and scheduling platforms (HappyFox, dispatch tools).
• Strong customer-service orientation and ability to represent SecureVision professionally with residents, HOA boards, and property managers.
• Sound judgment in prioritizing workload and deciding when to escalate.
• Mentoring mindset; willing to demonstrate proper technique to junior technicians.

Education and Experience:

• High school diploma or equivalent required.
• Relevant vocational, military, or vendor technical training preferred.
• 1–3 years of field service, cable/fiber, low-voltage, or telecommunications installation experience.
• Demonstrated proficiency across residential fiber, IPTV, and voice service delivery.

Work Environment:

• Field-based position serving MDU resort and condominium properties across the Florida Gulf Coast.
• Frequently lift and carry up to 50 lbs; occasionally up to 75 lbs with assistance.
• Climb ladders (extension and A-frame) up to 28 ft.
• Work in confined spaces, attics, crawl spaces, MDF/IDF rooms, and outdoors in varying Gulf Coast weather conditions.
• Stand, walk, kneel, squat, and bend for extended periods throughout the workday.
• Valid driver's license with a satisfactory motor-vehicle record required; daily use of a company-provided vehicle.
• Must be able to pass a pre-employment background check and drug screen.
• On-call rotation required, including nights, weekends, and holidays as scheduled.
• This is a non-exempt position; overtime is compensated in accordance with the Fair Labor Standards Act and SecureVision policy.