Escalated Support

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 role of Escalated Support provides a second-level operational support escalation point for both internal and external stakeholders. The role delivers core functions including managing customer, network and infrastructure faults, configuring customer and infrastructure equipment, firmware upgrades, network maintenance and on-site support.

Key Responsibilities

• Work as part of the Broadband Networks & Smart Communities team and assist with a wide range of day-to-day activities.

• Provide remote and on-site support to resolve network issues.

• Respond to escalations from the L1 support team in a timely manner.

• Provide training, onboarding and ongoing development of new starters.

• Identify, diagnose and resolve a variety of enterprise network issues.

• Maintain technical documentation.

• Documentation of processes, systems and known issues for Level 1 & 2 teams.

• Escalations to Engineering and adjacent teams.

• Manage assigned caseload, ensuring timely follow up on all issues until resolution.

• Conduct incident and problem management tasks according to protocol.

• Conduct onsite audits and activities to proactively resolve connection issues, and ensure the network is performing as per design.

• Identify, analyse and optimise wireless connection access deployments in a variety of high and low-density environments.

• Aid in completion of training programs.

• Identifying and acting upon network security such as rogue DHCP servers, WLAN spoofing, firewalls and implementing preventative measures.

• 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

• Strong Technical education in various networking technologies, hardware and processes with the ability to articulate said knowledge for teaching and coaching purposes.

• A high level of customer service and stakeholder management.

• Ability to deal with high pressure situations whilst maintaining professionalism.

• Problem solving skills and a bias to resolve issues timely.

• Eager to contribute ideas, share knowledge and help others develop.

• Strong customer service ethic.

• Experience in Complaint handling and ability to receive and defuse escalated complaints.

• Experience in networking or IT related role.

• Sound knowledge of IPv4 and IPv6 networks.

• Sound understanding of ethernet switching technologies.

• Sound understanding of IP routing and forwarding.

• Sound understanding of wireless technologies, radio frequencies and coverage zones

• Driver's license and ability to travel.

• Ability to travel internationally with a valid passport

• Ability to obtain working with children check and/or Blue Card.

• Ability to obtain a successful police check suitable with the position of working in areas of Education, Defence, Government, Large Enterprise and Residential settings.

• Ability to meet WH&S requirements as stipulated by the organisation or our customers - such as vaccinations, white card and other reasonable licenses.

• Desirable - Post Secondary Diploma, preferably in Computer Systems Technology, Networking or equivalent combination of education and experience.

• Desirable - Experience in maintaining large-scale Wi-Fi and FTTP, FTTB and fibre technologies.

• Desirable - Experience working with Ekahau suite to design and survey wireless networks.

Key Deliverables

• Ensure that all escalations are acknowledged and dealt with as per OLA timeframes.

• Attend sites to provide proactive and reactive support.

• Enforcing networking and operational standards across all internal systems and documentation.

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

• Taking ownership of tickets until resolution.

• Leading by example and supporting junior staff with technical development.

• Analyse problems and conduct effective fault diagnosis and system recovery.

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

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.