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.

QUALIFICATIONS AND EXPERIENCE

• Minimum 3 years experience in an operational Network Management role or similar.
• Demonstrated experience in customer service required.
• Familiarity with ITIL V4 service management framework.
• Experience diagnosing and troubleshooting hardware, software, network, and system-related problems with ability to identify and resolve issues efficiently.
• Excellent written and verbal communication skills with the ability to build strong internal relationships, and influence stakeholders.
• Strong ability to be proactive, use initiative and work autonomously.
• CCNP or equivalent experience will be highly regarded (desirable)
• Bachelor’s degree in Telecommunications Engineering, Information Technology, or equivalent (desirable)

ROLE PURPOSE

The Network Management Engineer plays a critical role in the monitoring, triaging, and resolution of network events and alarms. With a strong focus on network event management and alarm handling, this role is responsible for ensuring the stability and performance of the network by proactively managing alerts, diagnosing faults, and resolving issues within defined SLAs. In collaboration with other Network Operations teams, you will identify and drive opportunities for ongoing development and improvement of the network management operational support systems and associated processes.

KEY RESPONSIBILITIES

• Proactively monitor system alerts, performance metrics, and event logs to identify potential issues or anomalies.
• Take proactive measures to prevent or mitigate service disruptions and maintain system reliability.
• Utilise network monitoring tools to ensure maximum uptime and identification of any network issues.
• Troubleshoot and support layer 2 and layer 3 protocols (eg: VLANs, BGP, MPLS, ethernet) supporting connectivity, data and infrastructure issues.
• Escalate unresolved issues to appropriate support teams or senior engineers, providing clear and detailed information to facilitate timely resolution.
• Categorise incidents and follow the respective incident management processes (Major, P1, P2, P3).
• Manage salesforce ticket hygiene and handover process within the team.
• Answer inbound calls raised directly and overflow calls from customers, internal stakeholders and staff.
• Create and maintain technical documentation to support an accurate customer facing and internal knowledge base.
• Collaborate with team members and other support teams to share knowledge, coordinate efforts and provide seamless support experiences for users and customers.