Company Overview

At the Superloop TechHub, we're home to a super talented and innovative team who are the driving force behind one of Australia's fastest-growing tech companies, Superloop.

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 everyday for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

Operations: 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.

➔ Support: The Support team plays a central role in supporting a number of different Superloop products and services across managed services, cyber-safety, connectivity, to both consumers and business customers. The team is comprised of multiple Service Desk teams, with most 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 troubleshooting.

Role Purpose

The Frontline Support provides first -level technical support to the end user and client as well as providing real time support to Superloop SC network customers. This role will also focus on maximising SC end user customer satisfaction.

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

• Proficient in troubleshooting methodologies for efficient problem diagnosis.

• 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.

• 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).

Key Deliverables

• Incident management, manage outages, communications, and events as per SLA.

• The ability to accommodate shifts during evenings, weekends, and holidays as necessary to ensure continuous support coverage.

• Ensure required participation on communication forums (such as phone, chat, email etc) at commencement and throughout the shift.

• Maintain initial & ongoing communication response times within OLA timeframes.

• Maintaining team average of ownership of duties, calls/emails etc.

• Maintaining full ticket creation and updates- such as incoming & ongoing communications, issue tracking, troubleshooting, and resolution.

• Escalation of tasks that take longer than the governed time.

• Attending to tickets assigned to you each day.

• Provide adequate notice of absenteeism to the line manager.

• All internal communication responded within the shift.

On Offer

We believe in creating a workplace that's as rewarding as it is fun! Here's what you can look forward to when you join our team:

• 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 and Nuts Mondays and Wednesdays – a healthy start to your week.

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

• Quarterly Team Outings – 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).

• Career Excellence Program – build your future into 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 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.