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

The Smart Communities Team are responsible for the delivery, management and support of the company’s wholesale fibre-to-the-premises and wireless internet services.

Key Responsibilities 

• Diagnose and troubleshoot network connectivity issues across various operating systems and devices such as smartphones, tablets, computers, gaming consoles, smart home devices.
• Resolve guest login portal authentication issues.
• Troubleshoot end user device applications affecting network access (firewall, security software, private MAC addressing).
• Identify and troubleshoot network faults from multiple vendors (such as Ruckus, Aruba, Cisco, Juniper, etc.) including access points, switches, servers.
• Interpret Wi-Fi metrics to diagnose wireless issues.
• Support converged networks such as IPTV, PoS, CCTV, and VOIP.
• Manage assigned and incoming support requests in-line with OLAs.
• Monitor and respond to unresponsive nodes in a timely manner to meet SLAs.
• Ensure timely response and resolution of all calls and emails in line with SLAs.

• Conduct incident and problem management tasks according to protocol.
• Maintain technical documentation.
• Train site staff on system functionality with supporting documentation.
• Adhere to all company and workplace health and safety guidelines.
• Ability to work without supervision, individually and in a team environment.
• Excellent communication (both verbal and written) and interpersonal skills.  

Qualifications and Experience 

• All round general experience in networking or IT related role
• Strong customer service ethic.
• Sound knowledge of networking fundamentals.
• Highly Desirable - Sound understanding of switching technologies and CLI.
• Highly Desirable - Sound understanding of wireless technologies, radio frequencies and coverage zones
• Ability to deal with high pressure situations whilst maintaining professionalism.
• Problem solving skills and a bias to resolve issues timely.
• Time management and the ability to organise resources and meet deadlines.
• Excellent written and verbal communication skills with the ability to communicate to people in a range of positions.
• Proficient in troubleshooting methodologies for efficient problem diagnosis.
• Desirable - Diploma or Degree in IT, Computer Science or equivalent experience to the same level.
• Desirable - Industry certifications or experience relating to switching, routing and wireless technologies (such as Aruba/Ruckus/Juniper/Cisco).