Broadband Technician

Job Description

As a Broadband Technician, you will be serving as the front‑line representative and are vital to helping us deliver on our promise of best‑in‑class customer service. Our technicians care about providing technical expertise and customer support; developing meaningful connections with customers that create long‑term relationships. Responsibilities will vary and include completing installs, site reviews, repair and service calls at customer locations, constructing, maintaining and operating the fiber optic system and network equipment.

• Perform basic to advanced installations and service changes for residential and commercial consumers of high-speed internet and telecommunication services.
• Perform basic troubleshooting of services from the NID to the ONT, up to subscriber’s devices, including Wi‑Fi and networking issues.
• Troubleshoot by attempting to identify and remedy sources of internet or customer‑perceived problems.
• Properly use, store, and maintain a Digital Multi‑Meter (DMM).
• Complete basic performance testing and setup of installed services, including PC, Local Area Network, and/or functionality of Voice over Internet Protocol telephone equipment.
• Build and terminate custom length Ethernet cables.
• Operate, read, and interpret the results of fiber optic testing instruments such as a power meter and scope.
• Read signal levels using a field power meter; install connectors on different types of drop cable; maintain proper clearances.
• Maintain, operate, and construct outside fiber plant.
• Fusion splice drops and large‑count cables, troubleshoot, and test fiber plant utilizing a variety of tools such as an Optical Time Domain Reflectometer (OTDR).
• Analyze and troubleshoot technical network problems or issues.
• Determine total line quality to customer’s facilities.

• Educate subscribers on how to add devices to their network. Add devices to a subscriber’s network and make configuration changes if needed.
• Interact with customers in a professional, courteous manner; including when responding to escalations and repeat customer concerns.
• Educate customers on the features and functionality of installed products.
• Review and discuss service order requirements and equipment requests with customers.
• Read and interpret customer service orders, repair tickets, technical (i.e., mechanical, electrical, digital) drawings, maps, diagrams, etc. and perform specified work.

• Work outside or inside customer’s home or business to complete installations and repairs.
• Regularly climb ladders while performing installations and repairs.
• Prepare for daily work assignments by requisitioning equipment and supplies from the warehouse, and stocking the vehicle as needed.
• Maintain company truck and other equipment per service requirements and safety guidelines.
• Drive company truck between office and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
• Communicate with the immediate supervisor and monitor provided software throughout the day for information regarding changes to the work schedule, and for technical assistance at an installation or service call.
• Climb poles with proper equipment (safety belt, safety strap and climbers), ladders or other structures as needed. Lift and carry loads up to 75 lbs (including line ladder). Work within limited confines, such as crawl spaces.
• Participate in on‑call rotation. 24/7 availability to respond to trouble calls for one week per month.

Required:

• High school diploma or equivalent.
• Computer skills are required, including Excel, Outlook, Word, GIS, and inventory systems.
• Valid driver's license with a satisfactory driving record.

Preferred:

• 5+ years of telecommunications industry experience, demonstrating a proficient knowledge of fiber outside plant construction and maintenance practices.
• Experience and/or certification with Calix network equipment and software.
• Basic knowledge of emerging and advanced communications technologies; including Ethernet, Wi‑Fi, mesh and GPON.
• Class A Commercial Driver’s License.

• Salary range for this position is $25 to $35 per hour depending on qualifications and experience.
• Comprehensive medical, dental, and vision coverage
• Health Savings Account (HSA) with company contributions
• Immediate eligibility for paid time off—no waiting period
• 10 paid holidays each year
• Access to exclusive national discount programs
• On‑site fitness center to support your wellness goals
• Employer‑paid life insurance, short‑term disability, and long‑term disability coverage
• Fully funded pension plan—a rare and valuable retirement benefit
• 401(k) and Roth 401(k) plans with company match

Compensation: $25–$35 per hour