Job Description
We are seeking a highly skilled professional to join our team as a Carrier Support Specialist. The successful candidate will be responsible for providing primary operational support escalation point for both internal and external stakeholders, relating to our wholesale carrier network.
The role delivers core functions including managing customer, network and infrastructure faults, stakeholder engagement, configuring customer and infrastructure equipment, firmware upgrades, network maintenance and on-site support.
Key responsibilities include:
* Provide remote and onsite technical support to resolve network issues for RSP and VISP partners, ensuring timely resolution within SLA.
* Manage assigned caseload and respond to escalations from the broader support team.
* Identify, diagnose and resolve a variety of carrier and retail fibre network issues, escalating to Engineering or leadership when required.
* Ensure compliance with internal and legislative requirements, including accurate and timely reporting.
* Maintain up-to-date documentation of processes, systems and known issues for internal teams and external RSP/VISP partners.
* Provide training, onboarding and ongoing development of new starters.
* Maintain network performance through ongoing monitoring, diagnostics and incident/problem management.
* Aid in completion of training programs.
* Adhere to all company and workplace health and safety guidelines.
Required Skills and Qualifications
To be successful in this role, you will require:
* Proven experience in a networking or IT support role, preferably involving large-scale fibre networks.
* Experience in complaint handling and ability to receive and defuse escalated complaints.
* Experience in maintaining large-scale FTTP, FTTB and fibre technologies.
* Sound knowledge of IPv4/IPv6, IP routing, and Ethernet switching technologies.
* High level of customer service and stakeholder management.
* Excellent written and verbal communication skills with the ability to communicate to people in a range of positions.
* Strong time management and the ability to organise resources and meet deadlines.
* Ability to meet WH&S requirements as stipulated by the organisation or our customers - such as vaccinations, white card and other reasonable licenses.
Benefits
As a valued member of our team, you will enjoy a range of benefits including:
* Free Home Broadband
* Free Mobile SIM plan
* Flexibility – 3 days/week in the office
* Lunch on Wednesdays, snacks, donuts and more
* Diverse and inclusive culture
* Gain skills and build relationships to succeed in the telco and tech industries, at Superloop and beyond.
Others
We actively embrace diversity and celebrate the unique backgrounds, perspectives, and experiences of our team members. We are an equal opportunity employer and welcome applicants from all backgrounds to apply, regardless of gender, age, faith, ethnicity, nationality, sexuality, neurodiversity, or physical ability.