Senior Field Support Technician - Cityside Networks LLC

About Cityside Fiber

Cityside Fiber believes that we all deserve amazing internet! Our core purpose is to create networks that better enable life-changing connectivity in our communities by daring to be different and having our team members put people first all while having fun. Cityside Fiber is an emerging telecommunications infrastructure developer and internet service provider headquartered in Irvine, California. Cityside Fiber has launched our first networks in Orange County and has its eyes set for further expansion in California due to unprecedented response and demand.

We are built on a foundation of innovation, accountability, and trust. We are an employee-focused business that seeks independent-thinking people who want to actively contribute to the success of the organization and make the lives of those we serve better. Are you customer obsessed, smart and analytical yet execution focused and passionate about internet and connectivity? If yes, this opportunity is for you.

About the Job

We are seeking a highly motivated and experienced Senior Field Support Technician to be an important part of our growing team. The Senior Field Support Technician will play a crucial role in ensuring the delivery of high-quality fiber internet services to our customers by maintaining, installing, and troubleshooting our fiber infrastructure. This opportunity sits within Cityside Fiber’s Operations department. The Operations team has multiple facets, including Field Services and Customer Experience. The objective of this position is to support the Field team technicians and Installers with quality control, technical support, and troubleshooting. To be successful in this role you will be able to diagnose and solve problems in the field, oversee various projects and tickets, and provide excellent customer service. You will operate in a fast-moving and sometimes ambiguous environment and excel in hitting the Company’s objectives.

Responsibilities

• Understand Cityside Fiber’s core purpose and values and be passionate about what we do
• Work in and contribute to an atmosphere of trust and integrity with fellow employees to ensure the overall success of Cityside Fiber
• Provide oversight, guidance, and solutions, and where appropriate, escalations, to support the installation process at and leading to a customer premise.
• Conduct quality checks on installations, drops, and repairs to ensure compliance with company standards and customer satisfaction, including field services provided by third party contractors.
• Collaborate with network engineers and splicers to perform routine maintenance on fiber optic networks, ensuring optimal performance and reliability.
• Conduct preventive maintenance on field equipment and identify potential issues before they impact customer services.
• Provide on-site technical support for installation, maintenance, and troubleshooting of fiber internet services.
• Maintain accurate and detailed documentation of all field activities, including installations, repairs, and equipment upgrades.
• Provide regular updates to the technical support team and management regarding field operations.
• Collaborate with cross-functional teams, including customer service, network operations, and engineering teams, to resolve complex technical issues.
• Train and mentor junior technicians and provide guidance in resolving challenging problems.
• Communicate effectively with customers, providing clear explanations of technical issues and solutions in a professional and customer-friendly manner.

Qualifications

• High energy individual who is willing to be an integral part of a high growth service provider who puts people first, dares to be different and has fun disrupting an industry.
• Associate’s or bachelor’s degree in Telecommunications, Information Technology, Electronics, Electrical Engineering, or a related field is preferred. A degree in a relevant technical field provides foundational knowledge in telecommunications systems, electronics, and network infrastructure.
• 5+ years of experience in a telecom or technology company or related field
• Experience communicating to and collaborating with cross-functional teams.
• Ability to work well under pressure.
• Proven history of excellent customer service and ability to build relationships.
• Excellent organizational skills- Ability to multi-task and be highly responsive to internal and external clients.
• Demonstrated intense customer focus.
• Demonstrated highest level of integrity, intellectual honesty and strong work ethic.
• Strong knowledge of the fiber internet market and technology trends.

• Sharp, analytical, and thoughtful.
• Consistent effort, intense commitment, and willingness to go above and beyond when needed.
• Lead and oversee fiber optic installation, troubleshooting, and repair activities in the field.
• Diagnose and resolve complex technical issues related to fiber optic systems.
• Mentor and train junior technicians, providing guidance on best practices and technical skills.
• Collaborate with engineering and project management teams to ensure successful project execution.
• Maintain detailed records of service activities, including reports on installations and repairs.
• Conduct site surveys and assessments to evaluate customer needs and recommend appropriate solutions.
• Stay updated on industry trends, technologies, and safety protocols.
• Provide exceptional customer service, ensuring client satisfaction with services provided.
• Understanding of telecommunication infrastructure and networking concepts.

Location

Our Headquarters and field offices are located in Irvine. May be required to travel to project/customer sites to fulfill job responsibilities.

Compensation

Starting at $27 per hour (actual starting rate may vary based on candidate’s qualifications, skills and years of experience).

Comprehensive Benefits Package

Cityside Fiber is a unique organization that is dedicated to providing an outstanding employee experience. We take pride in our team as well as in the products and services we provide.

Benefits for eligible employees include, but are not limited to:

Financial Rewards

• Competitive pay
• Incentives based on individual performance
• 401(k) savings plan with excellent company matching contributions

Health and Well-Being

Medical and Dental Coverage - Cityside pays 100% of the base premiums for eligible employees’ medical and dental plans. Cityside subsidizes medical and dental premiums for an eligible employee’s eligible dependents. Cityside currently contributes an amount equal to 50% of an eligible dependent’s base medical and dental monthly premium amount.

• Paid Time Off (PTO) Vacation
• Paid Sick Time
• Paid Holidays

The upside to being a part of our team!

Autonomy and flexibility to build a telecommunications company and premier support services from the ground up!

• Incredible growth potential - we are revolutionizing the Internet service provider industry
• Competitive rates and merit-based pay-increases
• Training and career growth opportunities
• Business-casual attire
• Irvine Company Discounts
• Company-hosted activations
• Corporate athletic team (softball, soccer, etc.)
• Holiday parties

For immediate consideration, please submit your resume.

We kindly request that all applicants apply directly through our careers site to ensure efficient processing of your application. Please refrain from calling, as we are unable to provide updates or accept inquiries over the phone.

Cityside Fiber is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

Visit our website at www.citysidefiber.comm