Escalated Support
About the role
The Escalated Support role at Superloop TechHub provides second-level operational support for both internal and external stakeholders, focusing on managing customer, network, and infrastructure faults, configuring equipment, performing firmware upgrades, and conducting network maintenance and on-site support. The position is part of the Broadband Networks & Smart Communities team and involves responding to escalations from the L1 support team, providing training to new starters, maintaining technical documentation, and ensuring timely resolution of assigned cases. Candidates should have a strong technical education in networking, experience in IT or networking roles, and sound knowledge of IPv4/IPv6, ethernet switching, IP routing, and wireless technologies. The company offers a supportive and inclusive workplace with various employee benefits and flexible work arrangements.
Must have
- 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.
- Sound understanding of wireless technologies, radio frequencies and coverage zones
- Driver's license and ability to travel.
- Ability to travel internationally with a valid passport
- Ability to obtain working with children check and/or Blue Card.
- Ability to obtain a successful police check suitable with the position of working in areas of Education, Defence, Government, Large Enterprise and Residential settings.
- Ability to meet WH&S requirements as stipulated by the organisation or our customers - such as vaccinations, white card and other reasonable licenses.
Nice to have
- Desirable - Post Secondary Diploma, preferably in Computer Systems Technology, Networking or equivalent combination of education and experience.
- Desirable - Experience in maintaining large-scale Wi-Fi and FTTP, FTTB and fibre technologies.
- Desirable - Experience working with Ekahau suite to design and survey wireless networks.
Technologies
- DHCP
- Ethernet
- Firewall
- Firmware
- Network Security
- Networking
Highlights
The role requires the ability to travel domestically and internationally, a valid driver's license, and the ability to obtain relevant checks (working with children, police check, etc.). Flexible work arrangements are offered (3 days in office, 2 days from home after confirmation). Shift work may include evenings, weekends, and holidays. Superloop emphasizes diversity, inclusion, and equal opportunity in its hiring process.
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