Level 2 VoIP Engineer

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:

Act as an escalation point in completing operational tasks pertaining to VoIP Porting, VoIP service provisioning and support ensuring a seamless delivery and assurance to the VoIP products and services offered to the Corporate, Small and Medium businesses. This role involves providing technical assistance to the complex configuration requirements, service issues and handle special projects to enhance current systems and processes liaising with the key stakeholders.

Key Responsibilities:

• Ensure a high-level customer experience is provided to the Corporate and SMB grade VoIP Customers by handling all technical related questions / requests through calls and emails. 
• Act as an escalation point to the Level 1 engineers and Account managers to analyse and troubleshoot complex VoIP issues to provide solutions efficiently.
• Manage and oversee LNP (Local Number porting) orders, ensuring all orders are handled effectively prior to the customer handoff.
• Configure VoIP products, services, features in the service provisioning phase for the requirements that are high in complexity.
• Ensure incident management processes are documented and followed in an effective manner resulting an excellent customer experience.
• Handle supplier and product vendor escalations to support the incident management process.
• Ensure to complete all provisioning orders, tasks, salesforce cases correctly meeting the set KPIs.
• Handle complex migration projects when assigned to manage transition from the legacy VoIP systems to new UC platform in terms of reviewing, configuring, testing, handover the service to the customer, analyse post migration issues and document the lessons learnt.
• Test new/existing product features to ensure seamless customer experience and documentation.
• Handle customer notifications for planned outages and ensure unplanned outages are resolved fast, perform root cause analysis liaising with internal and external stakeholders and update the necessary reports accordingly.
• Develop and demonstrate comprehensive knowledge of Superloop VoIP offering as well as overall product & Service offering.
• Identify service improvement opportunities and report to the management.
• Ensure the existing VoIP tools, systems and processes are operating effectively and suggest for enhancements if needed.
• Staff training
• Be a part of the on-call roster during out of hours for emergency situations.
• Work in Shifts (3am-12pm, 8.30am-6.30pm and weekends)

Qualifications

• IT/Engineering/Telecommunication degree or equivalent.
• Minimum of 4 years’ experience in the field of VoIP/Networking/systems.
• In-depth knowledge on based VoIP products and technologies (Freepbx, MS Teams Voice, 3CX, Asterisk, SBC, SIP Protocol etc.), sniffing tools like Wireshark and Networking.
• Exceptional troubleshooting, problem solving and analytical skills.
• Effective interpersonal, verbal and written English communication skills.
• Project Management and Service Management skills.
• Outstanding organization and time management skills.
• Contributor to a positive, team-oriented and collaborative environment.

Additional Information

• Respond to all salesforce cases and answer calls from the queue maintaining the KPIs set for the team.
• Perform timely follow ups with the suppliers and ensure to keep the customer UpToDate focusing on providing a great customer experience.
• Complete the provisioning orders within 72 hours.
• Reports and Documentation for assigned tasks / systems and features tested.
• Provide accurate and timely reporting to the management for the assigned tasks.
• Provide daily activity reports to the management.