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.

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.

• 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 processors.
• 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.

• Ensure that cases assigned to the SLC queue are handled effectively and completed within assigned SLA.
• Provide operational reporting to Superloop Connect management and customers as required.
• Understand the systems and processes required to complete day to day activities. Identify opportunities for skill, process and documentation uplift where required.
• Maintain a high level of responsiveness across all SLC communication mediums. 
• Monitor and support customers, providing high level support and analysis to other support teams.