Tier 2 - Hybrid

ECFiber Jobs

JOB TITLE: Hybrid Technician: Installation & Tier 2 Technical Support
DEPARTMENT: Field Operations
FLSA STATUS: Non-exempt
DATE: July 2026

GENERAL SUMMARY

As a Hybrid Technician, you’ll play a critical role in delivering exceptional service to our customers. This position’s responsibilities include: Installation and Tier 2 Technical Support, combining technical troubleshooting and work at the customer site. We’re looking for someone who thrives on solving complex technical challenges, enjoys working with cutting-edge fiber technology, loves working directly with customers, and who takes pride in building customer trust.

PRINCIPAL DUTIES AND RESPONSIBILITIES

Technical Support, Tier 2:

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

Installation and Field Support:

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

Operational & Administrative:

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.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED

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

REPORTING RELATIONSHIP:

Reports to the Installation Manager

COMPENSATION:

$28 – $29 per hour

BENEFITS:

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.

Equal Employment Opportunity Statement

VISPO is an equal opportunity employer and prohibits discrimination and harassment of any kind. We are committed to compliance with all applicable federal and state laws, including the Vermont Fair Employment Practices Act, the Equal Pay Act, and related anti-discrimination laws. All qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, national origin, sex, gender identity, sexual orientation, age, disability, genetic information, or any other protected status under Vermont or federal law.

About VISPO

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.

For information about ECFiber – the East Central Vermont Telecommunications District see: https://ecvtd.gov/.

Employment Classification

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.