Collaboration & Communication

• Provide clear, concise technical guidance to field technicians and internal support teams.
• Document troubleshooting steps, resolutions, and recurring issues to improve team knowledge and processes.
• Communicate effectively with field technicians to ensure clear understanding and resolution of service-impacting issues.
• Quality Assurance & Continuous Improvement
• Identify patterns, chronic issues, or equipment failures and escalate to leadership for long-term fixes.
• Maintain accurate and timely records within ticketing and provisioning systems.
• Recommend process improvements to enhance activation success rates and reduce repeat escalations.

Education and / or Experience:

• High school diploma or GED required, associate degree or technical certification in Information Technology, Networking, Telecommunications, or a related field preferred.

• Minimum of 5 years of experience working in related industry.

Required Skills / Abilities:

• Strong technical troubleshooting skills with the ability to diagnose and resolve complex internet connectivity, networking, and service performance issues across wired and wireless environments.
• Proficiency in supporting and configuring customer premises equipment (CPE), including modems, routers, Wi-Fi systems, and VoIP devices, using remote diagnostic and management tools.
• Excellent communication and customer service skills, with the ability to clearly explain technical concepts to non-technical departments and document resolutions accurately within ticketing systems.

Physical Requirements:

Definitions:

Continuously: 6-8 hours in an 8-hour day or 60 times per hour

Frequently: 3-6 hours in an 8-hour day or up to 12-60 times per hour

Occasionally: up to 3 hours in an 8-hour day or 1-12 times per hour

Never: No physical requirement

In a typical work day, the employee will be required to:

• Sit: Frequently
• Stand: Frequently
• Walk: Occasionally
• Keyboarding: Frequently
• Fine manipulation: Occasionally
• Lift: Will require capability to lift up to 50 pounds.
• Carry: Will require capability to carry up to 50 pounds.
• Travel: Ability to travel approximately 5% of the time.
• Work Environment: The Tier II Technician works in a fast-paced technical support environment that involves working in the office, remotely, and out in the field.

What’s in it for you:

We truly value our employees and put their well-being first! Here we provide the following:

• Medical and Dental Plan
• Vision Plan
• PTO
• 401(K) with company match
• Collegial environment of talented professionals
• Growing and well-funded company

About Us: Ubiquity invests in, develops, and manages digital communications infrastructure throughout the United States. Ubiquity partners with ISPs, wireless carriers, utilities, and municipalities to deliver connectivity and sustainability solutions in underserved communities. Ubiquity’s mission focuses on providing customer choice and spurring competition, both essential components of empowering communities for the future.

Ubiquity is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Ubiquity does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

About Us: Ubiquity invests in, develops, and manages digital communications infrastructure throughout the United States. Ubiquity partners with ISPs, wireless carriers, utilities, and municipalities to deliver connectivity and sustainability solutions in underserved communities. Ubiquity’s mission focuses on providing customer choice and spurring competition, both essential components of empowering communities for the future.

Ubiquity is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Ubiquity does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.