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.

Role Purpose

Business and Wholesale NOC Engineer is a technical specialist with experience across layer 2 and layer 3 connectivity products, who will primarily support the Superloop Business and Wholesale product suite while delivering expert support and customer service to the Business and Wholesale customer base.

Key Responsibilities

Provide technical support 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 (P1, P2, P3).

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

Maintain excellent ticket hygiene, In accordance with the Case Management Guide.

Maintain technical documentation for the Superloop Knowledge Management System.

Create and update network support documentation and diagrams as required.

Utilise 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.

Network monitoring (Observium, MRTG, Nagios).

Prioritise and manage 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.

An understanding of NBN TC4 fundamentals.

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

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

Security firewalls basics.

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

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.

Time management.

Tertiary Education in IT or Telecommunication or 2+years of related experience.

Experience working in an ITIL environment.

Advanced communication and documentation skills

Palo Alto Certification, supporting Prisma Access and SD Wan or MSSP knowledge is advantageous.

Fortinet Certified Fundamentals advantageous.

CCNA certified or equivalent level of knowledge.

Key Deliverables

Quality customer service.

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

Working with Business and Wholesale NOC Manager and/or Lead when required on team and business improvement activities.

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 team/ company within reasonable variations or under agreement of management.

At Superloop, we’re dedicated to creating a supportive and inclusive workplace where everyone feels safe, valued, and empowered to be who they are. We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members.As an equal opportunity employer, we welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability. We’re committed to ensuring that our hiring processes are accessible and inclusive for everyone interested in joining Superloop.