What is an Internet Technician?

An Internet Technician specialises in the installation, maintenance, and troubleshooting of internet, phone, and data services within homes and businesses. They focus on internal cabling and equipment that connects to the broader telecommunications network. These professionals are essential for resolving issues related to internet performance, connectivity, and the setup of network equipment like routers and Wi-Fi systems. In Australia, Internet Technicians must hold an open cabling licence to work on customer premises cabling.

Qualifications and Licensing

To become an Internet Technician in Australia, you need an open cabling licence, which qualifies you to work on any internal cabling that handles internet, phone, or data signals. This licence is regulated by the Australian Communications and Media Authority (ACMA), the governing body for telecommunications in Australia. It’s important to note that only licensed cablers are permitted to work on any cabling that connects to the main telecommunications network.

Many Internet Technicians start in related fields, such as electrical work, before obtaining the necessary qualifications to work in telecommunications. My own journey began as an electrician. During this time, I obtained my Austel license and open cabling licence, which enabled me to work on various cabling systems. In 1997, after Telstra was privatised, we secured a significant contract with Telstra as part of the CAN 2000 project.

I was thrown into the deep end, tasked with upgrading the Telstra network. This is where I learned all about network infrastructure and how to work closely with ISPs. We installed all the necessary cabling and infrastructure to make the network function, and I was responsible for its maintenance. After this, I transitioned into fault finding for the I&M (Install and Maintenance) project, where I worked as a contractor for Telstra for many years, servicing Telstra customers. Eventually, I started my own business, SECURE A COM, and shifted focus to customer premises cabling.

Day-to-Day Work of an Internet Technician

Internet Technicians are responsible for tasks like:

• Fault-finding and troubleshooting internet issues, such as slow speeds or frequent dropouts.
• Installing and maintaining cabling for internet services, including NBN installations.
• Fixing Wi-Fi issues and configuring local network equipment.
• Dealing with ISPs (Internet Service Providers) to resolve issues beyond the network boundary.

Technicians use a range of diagnostic tools to identify and repair faults. However, the most valuable asset for an Internet Technician is experience. The ability to interpret what diagnostic tools are telling you, combined with a deep understanding of both the network and the customer’s premises cabling, ensures a quicker and more effective resolution of issues.

Communicating with Customers

A crucial part of an Internet Technician’s job is the ability to communicate effectively with customers. Many people don’t have a technical background and might describe their problems in general terms. It’s the technician’s responsibility to interpret these descriptions and explain the situation clearly, so customers understand what’s happening and feel confident that the problem will be resolved.

Network Technicians vs. Internet Technicians

Network Technicians

Network Technicians, or NBN Technicians are employed by or contracted to the NBN network, focusing on the infrastructure that connects homes and businesses to the wider telecommunications grid. These technicians typically work on various NBN technologies, including:

• FTTP (Fibre to the Premises)
• FTTN (Fibre to the Node)
• HFC (Hybrid Fibre Coaxial)
• FTTC (Fibre to the Curb)
• FTTB (Fibre to the Building)
• Fixed Wireless

While Network Technicians are essential for maintaining the NBN infrastructure, they are not licensed to work on internal cabling within homes or businesses. Their job is limited to the NBN network, ensuring connections up to the network boundary, but they cannot legally touch customer premises cabling.

Internet Technicians and Open Cabling Licences

An Internet Technician with an open cabling licence can work on customer premises cabling, including everything inside the home or business that handles internet, phone, or data services. However, Internet Technicians are not allowed to work on the NBN network infrastructure itself. Their focus is on internal wiring, setting up network equipment, and troubleshooting issues that arise beyond the network boundary.

Two Jurisdictions: Network vs. Customer Cabling

There are two distinct areas of responsibility in telecommunications:

1. Network Technicians work on the NBN infrastructure, handling connections up to the network boundary. They focus on technologies like FTTP, FTTN, HFC, FTTC, FTTB, and Fixed Wireless.
2. Internet Technicians work on customer premises cabling, managing everything from internal wiring to network setup and fault resolution inside homes or businesses. They ensure that internet, phone, and data services function properly on the customer’s side.

Understanding the distinction between these roles helps ensure that customers hire the correct professional for their needs. For any issues related to internal cabling or internet equipment within a property, an Internet Technician with an open cabling licence is the right choice.

Internet Technicians vs. Electricians

Many people think an electrician can handle internet issues, but there are key differences between the two professions. While an electrician might be less expensive, they typically lack the specialised training required to accurately diagnose and repair internet faults.

Here’s why an Internet Technician is a better choice for handling internet-related issues:

• Specialisation: Internet Technicians are specifically trained to handle telecommunications issues, including internet, phone, and data services. They understand how these systems work together and how to fix them.
• Tools and Experience: While electricians may have basic tools, Internet Technicians carry advanced diagnostic equipment to quickly pinpoint problems. However, the most crucial factor is experience. Knowing how to interpret the tools’ output and apply that information to fix internet problems effectively is where an Internet Technician excels.
• Faster Resolution: Because of their specialised skills and experience, Internet Technicians can resolve issues faster than electricians, often saving customers time and money.

Many of our clients have had experiences where an electrician couldn’t fix an internet issue, only for us to be called in afterward to resolve the problem. Hiring an Internet Technician from the start avoids unnecessary costs and frustration.

Value of Hiring an Internet Technician

Though hiring an electrician might seem like the cheaper option, it can lead to higher costs and wasted time. An electrician might take twice as long to troubleshoot internet faults, or worse, they might not be able to fix the issue at all due to a lack of specialised knowledge.

By hiring an Internet Technician, you ensure that the problem is diagnosed quickly and accurately. While you might pay slightly more upfront, you’ll save money in the long run due to the faster and more precise service.

In my 30 years of experience, I’ve seen countless customers break down in relief after their long-standing internet issues were finally resolved, sometimes after months or even years of frustrating outages and slow connections.

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