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 every day for their connectivity needs.
Visit www.superloop.com to learn more.
• Technical escalation points and consultancy for Advanced Network engineers.
• Provide technical guidance for any escalated case to the entire team and provide guidance of resource allocation.
• Provide and hold time to time training and knowledge sharing sessions.
• Engage with critical and sensitive cases and play the technical escalation point.
• Train new recruits and motivate and assist team members.
• Act as a key interface into the Network Engineering team and network infrastructure team.
• Assist NOC Advanced Operations Manager on recruitment and update work force requirements.
• Answer inbound calls and tickets raised directly from customers and internal stakeholders and staff.
• Troubleshoot and support layer 2 and layer 3 protocols (eg: spanning tree, VLANs, BGP, MPLS) supporting connectivity, data, and infrastructure issues.
• Follow & manage ticket hygiene within the team and handover process.
• Configure and utilize network monitoring tools (eg: Traverse, OpenNMS, cacti, etc) to ensure maximum uptime and identification of any network issues.
• Take timely and appropriate action to resolve any issues that may arise within SLA.
• Act as an escalation point for Advanced Operations team and frontline team members, including managing any communication with the customer.
• Update account managers and key stakeholders as required.
• Create and update network support documentation and diagrams as required.
• Minimum 8 years of experience in a Telecommunications/ISP/Broadband service provider
• Demonstrated experience mentoring, guiding and coaching team members.
• Experience managing complex issues with internal and external stakeholders.
• CCNP / JNCIA certified or equivalent level of knowledge
• Knowledge and experience with networking products including Juniper & Cisco
• Sound understanding of the following technologies: ○ IP Protocols (ICMP, UDP, TCP) ○ Routing Protocols (BGP, OSPF, EIGRP). ○ Quality of Service. ○ MPLS. ○ Ethernet (STP, RSTP, VLANs, QinQ) ○ Working knowledge of B-RAS I LNS I L2TP I DSL
• Excellent written and verbal communication skills with the ability to communicate to people in a range of positions for both internal and external customers
• Must be a self-starter, use initiative and able to work autonomously.
• Able to analyze problems and conduct effective fault diagnosis and system recovery.
• Capable of prioritizing and managing own and team workload.
• Keen to contribute ideas, share knowledge and help others develop.
• Interest in leading edge technologies. Keen to develop my own skills and knowledge.
• Able to work a 24x7x365 roster
What can we do for you?
As we grow and evolve, we want you to as well.
We’re progressive.We understand that life exists outside of work which is why we have a flexible approach to the way we work.
We’re innovators.Innovation is part of our identity, which is why we celebrate the uniqueness of yours.
We’re easy-going.We pride ourselves on creating a fun, casual and relaxed environment. Ditch the corporate attire if you want to - embrace it if that’s your thing. What matters most is that you’re comfortable when you come to work.
We welcome diversity.We encourage and seek out diversity of backgrounds and opinions, because we know differences challenge us and help us grow.
We give back.In addition to annual and sick leave, we give you the opportunity to spend some paid time away from work doing something meaningful with five personal development days per year. You can use these to help out in the school tuckshop, attend training for your own personal development, or lend a hand to a meaningful charity if you would like to.
We stand by our product.We’re confident we have the best connectivity product on the market so we offer our employees free connection to our home broadband service.
We take care of our people.We provide market-competitive compensation, a collaborative workspace in the center of Colombo, and a range of perks and benefits, including insurance, mental health services and personal and leadership development. We put forth a lot of effort at work and when it comes to having fun, we do the same.
You have the chance to join the opportunity of a lifetime. What are you waiting for?
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