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Tech Stack
Tools & technologiesSwitching
About the role
Key responsibilities & impact- Receive, validate, and process wholesale customer orders across the service lifecycle, including activations, changes, churn, and disconnections
- Coordinate with internal teams and external carriers/partners (as applicable) to ensure timely and accurate delivery and restoration of wholesale services
- Act as an operational escalation point for wholesale customers and internal stakeholders, managing enquiries and escalations through to resolution with clear, timely communication
- Identify, diagnose, and resolve complex service, network, and infrastructure issues impacting wholesale services, performing incident and problem management in line with operational procedures and SLAs/OLAs
- Manage an assigned caseload with effective prioritisation, proactive follow-up, accurate ticket updates, and end-to-end ownership to closure
- Escalate complex, high-impact, or unresolved issues to Engineering and other resolver groups as required, providing clear diagnostics, evidence, and customer impact details
- Support provisioning and service change implementation, including configuration and verification of customer and network elements in accordance with approved processes
- Assist with planned maintenance and upgrade activities by coordinating operational readiness, customer communications, and post-change verification of service impacts
- Engage shared services teams to support optimal service performance through monitoring, diagnostics, proactive support, and coordinated restoration activities
- Produce and distribute monthly operational reporting on service and support performance, SLA/OLA compliance, provisioning outcomes, and key quality metrics
- Maintain accurate records of services, configurations, and customer environments
- Create and maintain documentation for systems, processes, and known issues
- Contribute to knowledge sharing across teams, including support for onboarding wholesale customers
- Support investigation and resolution of billing-related queries through accurate data management
- Identify risks, recurring issues, and opportunities for operational continuous improvement
- Adhere to all operational procedures, safety requirements, compliance, and business functional separation obligations
- Work collaboratively across teams while maintaining approved engagement paths and role boundaries.
Requirements
What you’ll need- Demonstrated experience in service assurance/NOC-style operations within telecommunications, networking, or IT service delivery environments
- Experience with OSS/BSS, provisioning, order management, and ticketing systems
- Experience in training and onboarding clients through an operational customer journey
- Strong customer service and stakeholder management skills, with the ability to manage escalated issues professionally
- Strong written communication skills and ability to work autonomously in a remote-first team, with disciplined ticket updates, handovers, documentation, and demonstrated initiative
- Strong problem-solving skills with a proactive approach to issue resolution
- Ability to produce monthly operational reporting (SLA/OLA, ticket volumes/ageing, trends, root cause themes) and communicate insights clearly
- Proficient in the Microsoft Office suite (particularly Excel, Word, and PowerPoint) for operational reporting, data analysis, and documentation
- Experience working in a wholesale or carrier environment
- Sound understanding of Ethernet switching, routing, and network fundamentals
- Experience supporting fibre technologies (e.g., GPON, XGS-PON, VDSL, G.fast) and large-scale network deployments
- Industry certifications in networking technologies (e.g., Cisco, Juniper, Aruba, Ruckus, MikroTik, Nokia)
- Relevant tertiary or technical qualifications in networking, telecommunications, or IT.
Benefits
Comp & perks- 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.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
service assuranceNOC operationsOSS/BSSprovisioningorder managementticketing systemsEthernet switchingroutingfibre technologiesnetwork fundamentals
Soft Skills
customer servicestakeholder managementwritten communicationproblem-solvinginitiativeautonomyprioritisationcollaborationdocumentationcontinuous improvement
Certifications
CiscoJuniperArubaRuckusMikroTikNokia