Job Description

Founded in 2014, and listed on the ASX since 2015, Superloop’s purpose is to enable better internet for Australian homes and businesses. We enable challenger retail brands (including Superloop and Exetel brands) to take a larger share of the market, leveraging Superloop’s Infrastructure-on-Demand platform. Superloop provides connectivity and services to customers in three segments of the market: Consumer, Business and Wholesale. Our offerings leverage Superloop’s investments in physical infrastructure assets that include 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.

Business Unit Overview

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.

Role Purpose

The Advanced Network Engineer is a technical specialist with extensive experience, and a skill and knowledge base across layer 2 and layer 3 connectivity products who will primarily handle complex and escalated cases raised by customers and other stakeholders. Once escalated, the Engineer is expected to provide expert support and resolution within SLA.

Key Responsibilities

• Troubleshoot and support IPv4 & IPv6 Routing, MPLS L2VPN/L3VPN, BRAS (Broadband remote access service) and VPDN technologies related to Superloop network products.

• Troubleshoot fixed wireless issues across multiple vendors (Ceragon/ Ubiquiti / Siklu).

• Take timely and appropriate action to resolve any issues that may arise.

• Answer overflow & escalated calls and escalated tickets from internal / external teams, stakeholders, and customers.

• Act as an escalation point for Business and Wholesale & Event Management team members, including managing any communication with the customer.

• Update account managers and key stakeholders as required.

• Take proactive measures to prevent or mitigate service disruptions and maintain system reliability.

• Categorize incidents and follow the respective incident management processes (Major, P1, P2, P3) including internal and external stakeholder communication and act as Major Incident Manager during major incidents.

• Manage & Process planned work including MOP/SOP creation and provide information to customers.

• Create and update network support documentation and diagrams as required for internal knowledge database.

• Create and Root Cause Analysis (RCA) when required.

• Configure customer devices remotely, such as routers and switches, and coordinate dispatch.

• Follow ticket hygiene and handover process.

• Able to work a 24x7x365 roster

Qualifications and Experience

• BSc/HND in Computer Science, Telecommunication, IT / Network Engineering, or a related field.

• Minimum 5 years of experience in a Telecommunications/ISP/Broadband service provider.

• Knowledge of RF signal flow and equipment.

• CCNP / JNCIS certified or equivalent level of knowledge.

• Good Knowledge and troubleshooting experience with multiple networking platforms and technologies including Juniper & Cisco vendors.

• Solid personal experience with modems, routers, networking, and broadband services.

• Sound understanding of the following technologies:

- IP Protocols (ICMP, UDP, TCP).

- Service Provider Routing Protocols (IS-IS, BGP, OSPF, EIGRP).

- Quality of Service.

- MPLS. - Ethernet (EVPN, STP, RSTP, VLANs, Q in Q)

- Working knowledge of L2VPN and L3VPN

• Knowledge of nbn products, specifically TC4, TC2, and EE, would be advantageous.

• Ability to work independently as well as in a team in a high-pressure environment.

• Able to analyze problems and conduct effective fault diagnosis and system recovery.

• Capable of prioritizing and managing own workload.

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

• Excellent written and verbal English communication skills with the ability to communicate to people in a range of positions for both internal and external stakeholders.

On Offer

• 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 & Nuts Mondays and Wednesdays - a healthy start to your week.

• Monthly Engagement Events – cricket matches, festive celebrations, and more.

• Quarterly Team Outings – SuperEats – 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).

• Leadership & Development Training – Grow your skills and confidence.

• Career Excellence Program – build your future in 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 the 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.