Job Description

Posting number: 202601383

Department: Utilities Department

Job classification: JOURNEY LEVEL LABORER - H

Posting type: Open

Categories: Utilities

Summary

Are you an experienced broadband installer who enjoys helping customers get connected?

We are seeking a Broadband Installation Technician - Residential Services (Journey Level Laborer - H) to install, activate, and support fiber broadband services in homes. This role is ideal for someone with ISP or telecommunications field experience, strong knowledge of fiber and Wi-Fi technologies, and a commitment to excellent customer service. If you take pride in quality installations, safe work practices, and solving problems for customers, we encourage you to apply.

Position Summary

This position installs, activates, tests, troubleshoots, repairs, and maintains fiber broadband services for residential customers. Responsibilities include inside- and outside-premise work related to fiber drops, customer-premises equipment, in-home Wi-Fi connectivity, and service restoration. The role requires strong technical knowledge, safe work practices, accurate documentation, and excellent customer service when working in occupied homes.

The ideal candidate brings strong residential installation experience, preferably with an internet service provider or telecommunications provider, along with practical knowledge of fiber and wireless technologies, and customer-premises networking. They are comfortable working independently in the field, solving technical problems in real time, communicating clearly with residents, and providing excellent customer service while representing the organization professionally in the community.

Work Schedule: May include weekdays, evenings, weekends, on-call assignments, overtime, or emergency response as needed to support service installation and restoration.

This is a SEIU Hourly benefited position, not to exceed 999 hours per fiscal year.

Work schedule will be determined upon assignment.

Examples of duties

• Install, activate, maintain, and repair residential fiber broadband services.
• Perform on-site service calls for new installations, reconnects, trouble calls, service upgrades, and equipment replacements.
• Running aerial or underground fiber drops from the distribution network to customer premises
• Install and configure fiber customer-premises equipment, including optical network terminals (ONTs), gateways, routers, Wi-Fi extenders, and related devices.
• Route, secure, terminate, and test inside wiring and service drops in accordance with applicable standards and safety requirements.
• Conduct service testing using appropriate diagnostic tools and test equipment to verify signal quality, connectivity, and service performance.
• Troubleshoot issues involving fiber connectivity, premise wiring, routers, Wi-Fi coverage, and customer equipment.
• Perform basic fiber handling, connector preparation, and minor splicing or repair work as assigned.
• Educate customers on service operation, equipment use, Wi-Fi basics, and steps to improve in-home connectivity.
• Review work orders, complete installation and repair records, document test results, and update service information using mobile devices or computerized work management systems.
• Coordinate with dispatch, engineering, network operations, and customer service staff to resolve service issues and complete assigned work.
• Operate City or department vehicles safely and maintain tools, equipment, and assigned inventory.
• Follow all applicable safety rules, procedures, and safe work practices, including ladder safety, traffic safety, PPE requirements, and safe entry into residential work areas.
• Provide courteous, professional, and respectful service to customers and the public.

Qualifications

Education:

• High school diploma or equivalent.

Experience:

• Two years of experience installing, troubleshooting, or repairing broadband, telecommunications, cable, or fiber services in residential or small-business environments; or,
• A combination of related technical training and directly relevant field experience that demonstrates the ability to perform the essential duties of the position.

Licenses and Certifications

• Possession of a valid California Class C driver’s license and a satisfactory driving record.
• Ability to obtain and maintain any job-related safety or technical certifications required by the employer.
• First aid/CPR certification is desirable.
• Industry certifications such as SCTE, fiber installer, or broadband premises certifications are desirable.

Desirable Qualifications:

• Experience working for an ISP, telecommunications provider, broadband utility, or cable operator performing residential installations and service calls.
• Experience with fiber-to-the-home (FTTH) or passive optical network (PON) environments.
• Experience installing and troubleshooting ONTs, gateways, routers, mesh Wi-Fi systems, and structured premise wiring.
• Experience with service activation, testing, and use of fiber or broadband diagnostic tools.
• Basic fiber splicing or fiber connectorization experience.
• Experience using mobile field service applications, electronic work orders, or GIS/asset-related systems.
• Working from bucket trucks, climbing poles with ladders, using trenching equipment, and performing premise cabling inside customer properties.
• Bilingual skills relevant to community service delivery.

For job description, click here.

Supplemental information

Physical Demands and Working Conditions

This position requires frequent driving and work at residential locations indoors and outdoors. Duties may involve standing, walking, bending, kneeling, crouching, reaching, climbing ladders, lifting and carrying tools and equipment, and working in garages, side yards, attics, crawl spaces, or similar environments. Employees may be required to distinguish colors used in wiring and cable identification, work in varying weather conditions, and safely use hand tools, power tools, and testing equipment.

The Selection Process:

• Recruitment status notifications will be sent via email or text (please enroll in text alerts when applying).
• Updates can also be found on your governmentjobs.com account.
• Applicants will be screened throughout the posting process and highly qualified candidates may be invited to interview at any time.
• The screening process for this position may include a virtual recorded interview and/or panel interviews preceding final interviews with the hiring manager or their designee.
• More than one position may be filled through this posting.

Our online application system is provided by NeoGov. If you have problems while applying online, please contact NeoGov's Live Applicant Support at (855) 524-5627 between 6:00 AM and 5:00 PM Pacific Time, Monday - Friday.

The City of Palo Alto is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.