Advanced NOC Engineer

Company OverviewFounded 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 OverviewOur 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 PurposeThe 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 ResponsibilitiesTroubleshoot and support layer 2 and layer 3 protocols (eg: spanning tree, VLANs, BGP, MPLS) supporting connectivity, data, and infrastructure issues.Take timely and appropriate action to resolve any issues that may arise.Answer inbound calls and tickets escalated 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.Monitoring & triaging live alerts for Core Network and managed services when required.Proactive 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.Categorize incidents and follow the respective incident management processes (Major, P1, P2, P3).Manage & Process planned work notifications and updates and provide information tocustomers.Create and update network support documentation and diagrams as 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 ExperienceBSc/HND in Computer Science, Telecommunication, IT / Network Engineering, or a related field.Minimum 5 years of experience in a Telecommunications/ISP/Broadband service provider.CCNP / JNICA certified or equivalent level of knowledge.Knowledge and experience with networking products including Juniper & Cisco.Solid personal experience with modems, routers, networking, and broadband services.Excellent written and verbal communication skills with the ability to communicate to people in a range of positions for both internal and external customers.Sound Understanding Of The Following Technologies IP Protocols (ICMP, UDP, TCP). Routing Protocols (IS-IS, BGP, OSPF, EIGRP). Quality of Service. - MPLS. Ethernet (EVPN, STP, RSTP, VLANs, QinQ) 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 customers.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.