While many roles within broadband fieldwork are technical trades — be it as a frontline fiber technician or a behind-the-scenes network tech — getting a good start in one sometimes has more to do with soft skills than technical experience.
“Often, our customer service and field technicians are the voice and face of our company,” Brightspeed's Erin Laramie explained in an interview with Broadband Nation. She works as the internet provider's talent acquisition director, overseeing hiring for field tech and customer-facing roles. And because training is so often done on the job — especially for newcomers with no experience — they often prioritize those with solid social skills.
“It is important that they possess soft skills that can help our customers feel comfortable having them install our fiber network services in their home and confident that the person helping them can resolve their issue," she said.
In the blend of interpersonal skills and technical knowledge, it may seem like the latter is the more challenging barrier to entry — especially to folks unfamiliar with broadband. But many seasoned techs and industry vets say it can be the other way around.
“If you have a desire, we can teach you anything,” Trent Edwards — who’s three decades deep in the industry — told us in an interview. "Whether you have a master's degree or you have a GED, this is an industry [where] everybody can have the chance. I’m surrounded by people that are extremely successful with education and no education."
While these jobs do indeed require technical training (and that won’t happen overnight), many employers within this trade are ready to train people with little to no experience for entry-level field roles. That's why when applying for one, Laramie’s perspective makes it clear: the soft skills really start in the resume — not in the interview.
Getting your foot in the door: Do's and don’ts
If soft skills like communication or organization are a strong suit, making that clear in a resume goes a long way, according to Laramie.
Typos and misspellings are two of the most common mistakes she sees in applications. So whether through a friend or ChatGPT, an extra run-through for errors can help make sure you don’t trip before ever getting your foot in the door.
The other common issue she encounters is providing inaccurate job history. “Also, we see candidates applying for roles that require job experience that they do not have,” she added.
It rarely works to stretch the truth of your experience for another position. In this industry you’re better off targeting the many entry-level roles that don’t require experience, where you’ll get all the training on the job once hired.
But even once you’re through the door, Laramie advises being prepared for the time and physical demands of the job.
“New field technicians are sometimes surprised to learn how demanding the role can be, as customers need support 24/7 and this can result in more overtime hours than expected,” she described.
It's part of the reason the field can be so lucrative, which grows quickly as you specialize and expand skills — especially if you glue those technical talents together with strong soft skills like communication. Some techs make well and above a six-figure income. But just as it pays to be aware of the details in resume writing, being aware of your own limits and avoiding burnout is just as important to balance.
At the end of the day, one of the more valuable tools in this industry may not be on your belt, but in how you carry yourself around others. If you can be just as genuine with yourself and your craft as you are with people, these soft skills tend to show. That will be just as valuable in an interview as it will be out in the field solidifying your footing in a stable, high-demand trade.
Interested in exploring job opportunities within the industry? Check out our jobs board, training portal and Learning Center.