Frontline Support
About the role
The Frontline Support role at Superloop involves providing first-level technical support to end users and clients, focusing on diagnosing and troubleshooting network connectivity issues across various devices and operating systems. The position requires resolving authentication issues, troubleshooting device applications affecting network access, and identifying faults in network equipment from multiple vendors. The role also includes interpreting Wi-Fi metrics, supporting converged networks, managing support requests, and maintaining technical documentation. Candidates should have general experience in networking or IT, a strong customer service ethic, and sound knowledge of networking fundamentals. The position is part of Superloop's Operations unit, which supports a range of connectivity and managed services for both consumer and business customers.
Must have
- All round general experience in networking or IT related role
- Strong customer service ethic.
- Sound knowledge of networking fundamentals.
- Proficient in troubleshooting methodologies for efficient problem diagnosis.
- Ability to deal with high pressure situations whilst maintaining professionalism.
- Problem solving skills and a bias to resolve issues timely.
- 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.
Nice to have
- Highly Desirable - Sound understanding of switching technologies and CLI.
- Highly Desirable - Sound understanding of wireless technologies, radio frequencies and coverage zones
- Desirable - Diploma or Degree in IT, Computer Science or equivalent experience to the same level.
- Desirable - Industry certifications or experience relating to switching, routing and wireless technologies (such as Aruba/Ruckus/Juniper/Cisco).
Technologies
- Authentication
- Cisco
- CLI
- Firewall
- VoIP
- Wi-Fi
Highlights
The role requires flexibility to work shifts during evenings, weekends, and holidays to ensure continuous support coverage. Superloop offers benefits such as quarterly awards, milestone gifts, referral bonuses, flexible work arrangements (3 days in office, 2 days from home after confirmation), and various wellness and engagement programs. Applications are welcomed from diverse backgrounds, and the company is committed to inclusivity. Apply via the provided Superloop Teamtailor link.
Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka