Carrier Support Specialist

Company Overview

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 every day for their connectivity needs.

Visit www.superloop.com to learn more.

Business Unit Overview

The Broadband Networks and Smart Communities Team are responsible for the delivery, management and support of the company’s wholesale fibre-to-the-premises and wireless internet services. The team provides a mix of sales, technical and customer service support, and acts as the first port of call for issues and enquiries for our Superloop Wifi consumer and business customers to ensure ongoing connectivity.

Role Purpose

The role of Carrier Support Specialist provides a primary operational support escalation point for both internal and external stakeholders, relating to our wholesale carrier network. The role delivers core functions including managing customer, network and infrastructure faults, stakeholder engagement, 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.
• Respond to requests from our RSP partners in a timely manner.
• Provide training, onboarding and ongoing development of new starters.
• Identify, diagnose and resolve a variety of enterprise network issues.
• Create and maintain technical documentation.
• Documentation of processes, systems and known issues for Level 1 & 2 teams, and external RSP partners.
• Document and maintain network infrastructure and configuration.
• 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.
• Maintain optimal network performance through continuous monitoring, reporting and diagnostics.
• Aid in completion of training programs.
• Identifying and acting upon network security such as rogue DHCP servers, WLAN spoofing, firewalls and implementing preventative measures.
• 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.
• Desirable - Post Secondary Diploma, preferably in Computer Systems Technology, Networking or equivalent combination of education and experience.
• Experience in maintaining large-scale FTTP, FTTB and fibre technologies.
• Desirable - Experience working with Ekahau suite to design and survey wireless networks.
• Desirable - Industry certifications or experience relating to switching, routing and wireless technologies (such as Mikrotik/Aruba/Ruckus/Juniper/Cisco/Nokia).
• Time management and the ability to organise resources and meet deadlines.
• Excellent written and verbal communication skills with the ability to communicate to people in a range of positions.
  
  

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

• Free Home Broadband
• Free Mobile SIM plan
• Flexibility – 3 days/week in the office
• Lunch on Wednesdays, snacks, donuts and more!
• Diverse and inclusive culture
• Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.
  
  

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.