Company Overview

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses, by enabling challenger retail brands to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform.

Superloop operates in three segments of the market: consumer connectivity, business network and security solutions, and wholesale connectivity, all of which leverage Superloop’s investments in physical infrastructure assets including fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Our Operations unit is the engine room of Superloop - responsible for maintaining and supporting all of our products and internal technical infrastructure to ensure the best possible service to both our customers and our very own business. Our Operations unit is responsible for ensuring that the business has the technical capability and capacity to deliver services to all Superloop customers ranging from Home Broadband to International Wholesale.

he Network Operations team plays a central role in supporting Superloop network, products and services across managed services and connectivity to wholesale, consumer and business customers. The team is comprised of multiple technical teams, with network and services being supported 24x7x365. The team provides a mix of technical and customer service support, ranging from first port of call for issues and enquiries to more complex issues and advanced troubleshooting.

Role Purpose 

The Senior Business and Wholesale NOC Engineer is a technical specialist with extensive experience across layer 2 and layer 3 connectivity products, who will primarily support the Business and Wholesale product suite while acting as Level 1 escalation to support Business and Wholesale NOC Engineer & Business and Wholesale NOC Specialists , and ensure the delivery of expert support and customer service to the Business and Wholesale customer base.

Key Responsibility 

Provide technical and customer service to Customers, including troubleshooting and resolving technical queries and supporting the Business and Wholesale product suite.

Take timely and appropriate action to resolve any issues that may arise, including escalating complex technical enquiries, when required.

Categorise incidents and follow the respective incident management processes (Major, P1, P2, P3).

Manage and process planned work notifications and updates from suppliers and Internal teams to customers.

Maintain good ticket management, In accordance with the Case Management Guide.

Maintain technical documentation for Knowledge Management System.

Create and update network support documentation and diagrams as required.

Utilize network monitoring tools to ensure maximum uptime and identification of any network issues.

Monitor inflight cases raised with Suppliers/ Internal teams to ensure cases are managed within SLA.

Troubleshoot and support layer 2 and layer 3 protocols.

Answer inbound calls and tickets raised directly from customers and internal stakeholders and staff.

Deliver quality customer service.

Prioritise and managing own workload.

Qualifications and Experience.

Experience providing technical support and fostering a positive customer experience in the process.

Excellent written and verbal english communication skills with the ability to communicate to people in a range of positions for both internal and external customers.

Strong understanding and knowledge of nbn/VDSL products, specifically TC4, TC2 and EE would be advantageous.

Extensive Experience in configuration and maintenance of networking/communications infrastructure, including the ability to support a variety of technologies and protocols.

Security firewalls basics.

A proven understanding of networking fundamentals (xDSL, PPPoE, RADIUS, BGP).

Experience and knowledge of network systems and automation.

Experience Security Management.

Able to analyse problems and conduct effective fault diagnosis and recovery.

Capable of prioritising and managing workload and working autonomously.

Proactively contribute ideas, share knowledge, and help achieve team objectives.

Interest in developing skills and knowledge.

Experience in configuration and maintenance of networking/communications infrastructure, including the ability to support a variety of technologies and protocols.

Tertiary Education in IT or Telecommunication or 5+ years of related experience.

Palo Alto Certificates, supporting Prisma Access and SD Wan or MSSP knowledge.

Fortinet Certified Fundamentals advantageous.

Appropriate level industry certification such as CCNA CCNP and or NSE4.

Key Deliverables 

Managing and Resolving customer Escalations.

Providing high level support and analysis to other support teams.

Supporting Business and Wholesale NOC Engineers and Business and Wholesale NOC Specialists in case management when required.

Take initiative to bring ideas to the team for the overall improvement of the network.

Working with Business and Wholesale NOC Lead when requested on Managing continuous improvement activities.

Maintain a reasonable level of responsiveness across all SLC communication mediums.

Promote and participate in a learning environment to encourage up-skilling across the NOC and Network Engineering teams.

Work toward a current and future team operational goals and KPI's.

Follow Process and Polices of the company within reasonable variations under agreement of management.