Superloop Connect Support Engineer

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.

Our Network Operations Centre is a team of network engineers that act as a point of escalation for our network operations and frontline support staff. They primarily support our enterprise, wholesale and international customers to manage and resolve technical issues relating to the various connectivity products we provide to the market.

Role Purpose

The Superloop Connect Support Engineer is an engineer with extensive experience, skill and knowledge base across Superloop NBN TC4/TC2 Wholesale connectivity products.

Key Responsibilities

Answer inbound calls raised directly from customers and internal stakeholders and staff;

• Provide technical and customer service to Superloop Connect customers, including troubleshooting and resolving technical queries and create and monitor nbn orders

• Escalate complex technical enquiries and issues to our level 2 engineers and continue to provide high levels of first.

• Troubleshoot and support layer 2 and layer 3 protocols (eg: VLANs, BGP, MPLS, ethernet) supporting connectivity, data, voice and infrastructure issues.

• Take timely and appropriate action to resolve any issues that may arise;

• Categorise incidents and follow the respective incident management processes (P1, P2, P3);

• Process planned work notifications and updates and provide information to customers; • Follow ticket hygiene and handover process;

• Maintain technical documentation in order to support an accurate customer facing and internal knowledge base;

• Identify opportunities to improve on customer support and implement best practices; • Create and update network support documentation and diagrams as required;

• Utilise network monitoring tools to ensure maximum uptime and identification of any network issues

Qualifications and Experience

• Superior customer service skills required, and experience in customer service preferred;

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

• A strong understanding of NBN TC4 fundamentals and exceptional knowledge of TC4 SLA and NBN escalation processes

• Knowledge of nbn/ADSL products, specifically TC4, TC2 and EE would be advantageous. • Must be a self-starter, use initiative and be able to work autonomously.

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

• Capable of prioritising and managing team's queues • Proactively contribute ideas, share knowledge and help others develop.

• Interest in developing skills and knowledge.

• The ability to build strong internal relationships, and influence stakeholders.

• Time management and the ability to organise resources and meet tight deadlines.

• Cert IV (or above) in networking and/or Cisco CCNA is desirable but not essential.

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.