Company Description
About Us
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 (including our own Superloop and Exetel 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 and Exetel everyday for their connectivity needs.
Visit www.superloop.com to learn more.
Job Description
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
- 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.
Additional Information
- 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.
Top Skills
What We Do
Superloop exists to ’unleash the unlimited possibilities of the internet’.
Founded in 2014, Superloop Limited (ASX:SLC) employs more than 900 team members and supports over 400,000 customers. With carrier-grade, metro fibre, plus fixed wireless networks across Australia, we provide high performance connectivity services for residential customers, small and medium-sized businesses, and some of Australia’s largest corporates.
Since our very beginning, we’ve invested in our own network, recruited a stellar team, and focused on creating reliable and scalable products to ensure we genuinely are ‘super from the ground up’.
Passionate about innovation, our team get their kicks from deploying game-changing solutions that solve customer pain points, delivering great customer service, and genuinely making the internet experience super.
Special acknowledgments: At Superloop, we’re grateful to show up to work each day on Indigenous lands. We acknowledge the Traditional Custodians of country and respect the connections they have to land, sea, and community. We pay our respects to their elders past and present and extend that respect to all Aboriginal and Torres Strait Islander people today
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