Company Overview

Founded 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 Overview

Our 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.

The Network Operations team plays a central role in supporting Superloop network, products and services across managed services and connectivity to wholesale, consumer and business customers. The team is comprised of multiple technical
teams, with network and services being supported 24x7x365. The team provides a mix of technical and customer service support, ranging from first port of call for issues and enquiries to more complex issues and advanced troubleshooting.

Role Purpose

The Level 1 VoIP Engineer plays a critical frontline role in handling all operational tasks related to VoIP service provisioning, porting, and technical support. This position ensures seamless delivery and assurance of Superloop’s VoIP products and services for Corporate, Small, and Medium Business customers. The role involves gathering customer requirements, configuring VoIP services, processing number porting requests, and providing first-level troubleshooting and technical assistance. The engineer will work closely with internal stakeholders and customers to resolve issues effectively, maintain high service standards, and contribute to a smooth customer onboarding and support experience.

Key Responsibilities

Act as the first point of contact for Corporate and SMB VoIP customers, addressing technical queries and support requests via phone and email.

Provide first-level troubleshooting for VoIP service issues (e.g., registration failures, one-way audio, call failures, poor call quality), escalating complex cases to Level 2 VoIP Engineers where appropriate.

Process and manage Local Number Porting (LNP) orders, including submission, follow-ups, bookings, cutovers, and validation testing before handover.

Provision VoIP services such as SIP trunking, hosted PBX extensions, call flows, feature packs, and IVR configurations on PBX and UCaaS platforms based on customer requirements.

Action change requests to existing services (e.g., codec settings, caller ID, forwarding rules), ensuring accurate documentation and change tracking.

Assist with endpoint provisioning and configuration (e.g., Yealink, Polycom), including registration and auto provisioning setup.

Support new customer onboarding, including configuration validation, welcome calls, and pre-delivery service testing.

Provide internal support to other teams (e.g., Consumer Support, Sales Operations) for VoIP-related escalations, clarifications, and technical guidance.

Contribute to new product and feature testing under the supervision of Level 2 VoIP Engineers.

Participate in VoIP migration projects, assisting with review, configuration, testing, and service handover when transitioning from legacy systems to new UC platforms.

Monitor and manage support queues, categorizing issues according to priority (P1, P2, P3) and responding within SLA and team KPI expectations.

Maintain accurate and complete case documentation, including ticket notes, change logs, and customer records, in line with case management guidelines.

Process service cancellations and churn-related tasks, including releasing number resources and updating internal systems.

Participate in rotating weekend and shift rosters, including early morning and late-day shifts.

Perform ownership validation with upstream carriers and maintain IPND data accuracy through customer and service audits.

Investigate scam call reports and fraudulent call activity, taking action in line with regulatory compliance and internal procedures.

Participate in the on-call roster to handle after-hours emergency incidents.

Follow predefined incident management playbooks and escalation protocols for VoIP outages or mass-impacting
issues.

Stay current with VoIP product updates, platform changes, and operational processes through continuous learning and team collaboration.

Qualifications and Experience

Degree in IT, Telecommunications, Networking, or equivalent experience.

Minimum of 2 years of experience in the field of VoIP or Networking.

Basic understanding of VoIP protocols (SIP / RTP), IP Networking, NAT/Firewall behaviour, Linux commands, Cloud technologies.

Familiarity with tools such as Wireshark (to review SIP headers for problem identification).

Experience with VoIP platforms like FreePBX, 3CX, or Microsoft Teams is a plus – related certifications will be an added advantage.

Exposure to hosted PBX or UCaaS platforms is advantageous.

Strong communication skills – verbal and written English.

Experience working in an ITIL environment.

Ability to follow documented procedures and work on a team environment.

Exceptional troubleshooting, problem solving and analytical skills.

Time management skills.

Project management skills for exceptional service delivery.

Key Deliverables

Maintain response and resolution times in accordance with KPIs.

Ensure VoIP services are delivered within designated timelines.

Maintain high-quality and professional customer communication throughout ticket lifecycle.

Minimise escalations through correct first-time handling of common issues.

Escalate promptly when scope exceeds Level 1, ensuring minimal delay to resolution.

Ensure all customer interactions are logged clearly and accurately.

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.