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. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include fibre, subsea cables and fixed wireless, as well as Superloop’s software platforms. Hundreds of thousands of homes and businesses rely on Superloop and Exetel 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.

The 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

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.

On Offer

• Quarterly Superstar Awards – recognition for those who go above and beyond.

• Milestone Gifts & Birthday Cake.

• Referral Bonus – get rewarded for bringing great talent into the TechHub.

• Fruits & Nuts Mondays and Wednesdays - a healthy start to your week.

• Monthly Engagement Events – cricket matches, festive celebrations, and more.

• Quarterly Team Outings – SuperEats – time to unwind and connect outside work.

• SuperEats – enjoy affordable pre ordered breakfast and lunch options.

• Flexible Work – 3 days in the office, 2 days from home (once confirmed).

• Leadership & Development Training – Grow your skills and confidence.

• Career Excellence Program – build your future in telco and tech, right here at Superloop.

• Employee Assistance Program – we’ve got your wellbeing covered.

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.