Network Infrastructure Engineer Tier 2 - Petoskey, MI

Network Infrastructure Engineer – Tier 2

Overview

As a Network Infrastructure Engineer - Tier 2 at Surf Internet, you will support the maintenance and management of our fiber optic and wireless network infrastructures. Your primary responsibilities include assisting with network service operations, focusing on fiber optic troubleshooting, smart hands triage, and resolving network issues under guidance. Your role is essential in helping deliver reliable internet services to residential and commercial customers.

 

Reports To:               Wireless Infrastructure Manager

 

Department:              Network Operations

 

Job Status:                Non-Exempt

 

Responsibilities:

Issue and Ticket Management:

• Assist in managing service tickets related to outages and technical problems, supporting rapid diagnosis and resolution of fiber optic and wireless network issues to minimize downtime.

Repairs and Troubleshooting:

• Perform troubleshooting and repairs for fiber optic and wireless networks, including after-hours support under supervision.
• Assist with OTDR and splicing techniques (single and ribbon) to address fiber optic issues.
• Provide smart hands triage, supporting on-site network equipment installations, configurations, and troubleshooting as directed.

Documentation and Reporting:

• Maintain accurate records of network configurations, maintenance activities, and repair logs with guidance.
• Contribute to reports on network issues, actions taken, and resolution outcomes, emphasizing fiber optic troubleshooting.

Customer Interaction and Support:

• Communicate with customers to provide updates on network status and outage resolutions, ensuring clarity and professionalism.

Collaboration and Coordination:

• Work closely with team members and other departments under supervision to resolve network issues and support improvements in fiber optic infrastructure.
• Participate in team meetings and contribute to collaborative efforts.

Compliance and Safety:

• Adhere to company policies, industry regulations, and safety standards, including 100% tower attachment when working above 6 feet.
• Follow operational procedures and best practices in all network-related activities.

Skills and Competencies:

• Basic knowledge of fiber optic and wireless network maintenance, with familiarity in splicing, OTDR, and smart hands triage.
• Understanding of LAN/WAN troubleshooting, networking protocols, and routing (e.g., routers, Adtran systems).
• Introductory knowledge of Radio Frequency (RF) and fiber optic terminology/technology.
• Strong problem-solving skills with attention to detail.
• Effective communication skills for internal coordination and customer interactions.
• Ability to work under supervision, handle basic emergency situations, and troubleshoot network systems methodically.
• Familiarity with Networking and Windows environments.

Work Hours and Availability:

• Regular working hours with flexibility for after-hours shifts, weekends, and on-call duties as part of a rotating schedule for emergency support.
• Willingness to travel for short periods (1-2 days) when required.

Support and Development:

• Access to ongoing professional development and training to build skills in fiber optic troubleshooting, smart hands triage, and network infrastructure management.

Qualifications:

• 1+ years of experience in an IT role, with fiber optic experience preferred.
• High school diploma or equivalent.
• Ability to work in challenging environments (e.g., rain, snow, extreme heat/cold) and lift up to 75 lbs.
• Availability for on-call duties and occasional travel as needed.
• Basic proficiency in Networking and Windows.
• Ability to work under supervision with clear instructions.