Level 2 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 Level 2 VoIP Engineer is responsible for delivering advanced technical support, complex provisioning, and service continuity for Superloop’s VoIP services across Corporate and SMB customers. This role acts as a key escalation point within the Voice Operations team, supporting incident and problem management, contributing to service improvement, and ensuring exceptional customer experience. The engineer works closely with Level 1 support and provisioning, vendors, and internal stakeholders to manage incidents, fulfil requests, coordinate changes, and drive continuous improvement aligned with ITIL best practices.Key ResponsibilitiesAct as an escalation point for complex VoIP incidents and service requests from Level 1 engineers, owning technical resolution across SIP trunks, hosted PBX platforms, UCaaS, and Microsoft Teams Direct Routing.Perform detailed troubleshooting of VoIP-related issues including one-way audio, registration failures, call quality problems, codec mismatches, and routing anomalies using tools like Wireshark, sngrep, SIP logs, SBC diagnostic and PCAP analysis to identify root causes.Manage advanced service provisioning, including multi-site hosted PBX setups, call flow design, Teams integration, trunking, and feature configurations, ensuring technical accuracy and delivery within SLA.Lead the management of Local Number Porting (LNP) tasks for complex or delayed cases, ensuring readiness before customer handoff.Lead or contribute to complex VoIP migration projects, particularly the transition of legacy VoIP services to UCaaS platforms, involving planning, risk assessment, configuration, testing, and post-handover support.Support incident and problem management processes in accordance with ITIL practices, including Root Cause Analysis (RCA) for major incidents and documentation of known errors.Maintain queue hygiene and timely resolution of assigned cases and provisioning tasks within agreed SLAs and KPIs.Document technical findings, configuration standards, customer environments, and troubleshooting steps in the internal knowledge base to support case handling and reduce MTTR.Liaise with upstream carriers, platform vendors, and internal stakeholders to resolve service-impacting issues, escalate faults, and coordinate planned or emergency maintenance.Review and maintain accurate customer configurations in relevant OSS/BSS systems, and support data integrity activities such as IPND accuracy and number audit checks.Ensure that all engineering tasks, documentation, and customer interactions are conducted in compliance with Superloop’s internal processes, ITIL framework, privacy, security, and regulatory requirements.Assist with VoIP service testing, feature validation, and product releases as part of continuous improvement and platform evolution.Participate in after-hours on-call rotation for urgent escalations, as well as rostered weekend support.Proactively identify and escalate emerging patterns, recurring faults, or systemic platform issues that require service or infrastructure-level fixes.Qualifications And ExperienceTertiary qualification in IT, Telecommunications, Engineering, or related field.Minimum 4 years’ experience in VoIP, Networking, or Telecommunications support.Strong knowledge in SIP protocol, Hosted PBX platforms (e.g. FreePBX, 3CX), Microsoft Teams Direct Routing, SBCs, and VoIP infrastructure.Skilled in SIP trace analysis (Wireshark, sngrep) and network troubleshooting.Solid understanding of IP networking (DNS, NAT, QoS, firewall traversal).Familiarity with call routing logic, codec negotiation, call detail records, and network edge diagnostics.Experience working in an ITIL-aligned service environment.Excellent verbal and written communication skills in English.Strong time management and prioritisation skills with a customer-first mindset.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.