Global Operations Engineer

The Position

Due to rapid growth, Exetel is looking to recruit a Global Operations Engineer to start as soon as possible, to support our customers as part of our broader group operations with Superloop.

Exetel’s Colombo office is located in CBD Business Centre. Our Network Operations Engineers cover a 24x7x365 roster and support Superloop customers across voice, data, network monitoring, and other connectivity solutions.

Your Team

Our Global Operations Centre is a team of network support engineers that act as a point of escalation for our network operations and frontline support staff. They primarily support our enterprise, wholesale and international customers to manage and resolve technical issues relating to the various connectivity products we provide to the market.

Your Role

The GOC Engineer is a technical specialist with our Superloop Connect platform and has a skill and knowledge base across layer 2 and layer 3 connectivity products. Responsibilities include: 

• Answer inbound calls raised directly from customers and internal stakeholders and staff
• Provide technical and customer service to Superloop  Wholesale, International, Business and Connect customers, including troubleshooting and resolving technical queries and creating and monitoring NBN orders
• Escalate complex technical inquiries and issues to our level 2 engineers and continue to provide high levels of first-level support
• Troubleshoot and support layer 2 and layer 3 protocols (eg: VLANs, BGP, MPLS, ethernet) supporting connectivity, data, voice, and infrastructure issues
• Take timely and appropriate action to resolve any issues that may arise
• Categorize 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
• Utilize network monitoring tools to ensure maximum uptime and identification of any network issues.

About You

• Superior customer service skills are 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 networking fundamentals (xDSL, PPPoE, RADIUS, BGP)
• 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 analyze problems and conduct effective fault diagnosis and recovery
• Capable of prioritizing and managing own workload
• Keen to contribute ideas, share knowledge, and help others develop
• Interest in leading-edge technologies.
• Interest in developing skills and knowledge
• The ability to build strong internal relationships, and influence stakeholders
• Time management and the ability to organize resources and meet tight deadlines
• Able to work a 24x7x365 roster
• Cert IV (or above) in networking and/or CCNA desirable

Remuneration

An attractive above-market remuneration package will be offered to the right candidate based on their individual experience and qualifications.