Superloop

Connect Support Engineer

Superloop

full-time

Posted on:

Location Type: Hybrid

Location: Colombo • Sri Lanka

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About the role

  • Answer inbound calls raised directly from customers and internal stakeholders and staff;
  • Provide technical and customer service to Superloop Connect customers, including troubleshooting and resolving technical queries and create and monitor nbn orders;
  • Escalate complex technical enquiries and issues to our level 2 engineers and continue to provide high levels of first.
  • Troubleshoot and support layer 2 and layer 3 protocols (e.g., VLANs, BGP, MPLS, ethernet) supporting connectivity, data, voice and infrastructure issues.
  • Take timely and appropriate action to resolve any issues that may arise;
  • Categorise incidents and follow the respective incident management processes (P1, P2, P3);
  • Process planned work notifications and updates and provide information to customers;
  • Follow ticket hygiene and handover process;
  • Maintain technical documentation in order to support an accurate customer facing and internal knowledge base;
  • Identify opportunities to improve on customer support and implement best practices;
  • Create and update network support documentation and diagrams as required;
  • Utilise network monitoring tools to ensure maximum uptime and identification of any network issues.

Requirements

  • Superior customer service skills required, and experience in customer service preferred;
  • Excellent written and verbal communication skills with the ability to communicate to people in a range of positions for both internal and external customers.
  • A strong understanding of NBN TC4 fundamentals and exceptional knowledge of TC4 SLA and NBN escalation processes.
  • Knowledge of nbn/ADSL products, specifically TC4, TC2 and EE would be advantageous.
  • Must be a self-starter, use initiative and be able to work autonomously.
  • Able to analyse problems and conduct effective fault diagnosis and recovery.
  • Capable of prioritising and managing team's queues.
  • Proactively contribute ideas, share knowledge and help others develop.
  • Interest in developing skills and knowledge.
  • The ability to build strong internal relationships, and influence stakeholders.
  • Time management and the ability to organise resources and meet tight deadlines.
  • Cert IV (or above) in networking and/or Cisco CCNA is desirable but not essential.
Benefits
  • Quarterly Superstar Awards – recognition for those who go above and beyond.
  • Milestone Gifts & Birthday Cake.
  • Referral Bonus – get rewarded for bringing great talent into the TechHub.
  • Fruits & Nuts Mondays and Wednesdays - a healthy start to your week.
  • Monthly Engagement Events – cricket matches, festive celebrations, and more.
  • Quarterly Team Outings – SuperEats – time to unwind and connect outside work.
  • SuperEats – enjoy affordable pre ordered breakfast and lunch options.
  • Flexible Work – 3 days in the office, 2 days from home (once confirmed).
  • Leadership & Development Training – Grow your skills and confidence.
  • Career Excellence Program – build your future in telco and tech, right here at Superloop.
  • Employee Assistance Program – we’ve got your wellbeing covered.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootinglayer 2 protocolslayer 3 protocolsVLANsBGPMPLSethernetincident managementnetwork monitoringfault diagnosis
Soft Skills
customer servicewritten communicationverbal communicationproblem analysistime managementorganizational skillsinitiativeteam managementrelationship buildinginfluencing stakeholders
Certifications
Cert IV in networkingCisco CCNA