Network Support Engineer

About the role

Superloop is seeking a Network Support Engineer to handle enquiries and order processing while providing quality technical support for internet services. The role operates in a mid‑volume call‑center environment, delivering fast, reliable assistance to customers.

Key responsibilities

• Perform service qualification checks using advanced web‑based applications.
• Respond to sales enquiries and process orders courteously and efficiently.
• Troubleshoot internet and voice service issues across a range of technologies (FTTN/X, FTTP/H, FTTC, FTTB, HFC, Fixed Wireless, 3G/4G LTE, ADSL, PSTN, VoIP).
• Collaborate with Products, Operations and Quality teams to resolve problems and improve processes.
• Communicate with customers via inbound/outbound calls, chat and email, and document interactions in the CRM.
• Attend coaching sessions to meet performance targets such as NPS and ASA.

Required profile

• Outstanding business communication skills in English, both oral and written.
• Live web‑chat support experience and at least 1 + year of customer‑care experience.
• Degree or certification in IT, networking, telecommunications or related field.
• Basic knowledge of computer networking theories, concepts and troubleshooting.
• Patience, courtesy and strong attention to detail.

Required skills

• FTTN/X
• FTTP/H
• FTTC
• FTTB
• HFC
• Fixed Wireless
• Mobile 3G/4G LTE
• ADSL
• PSTN
• VoIP
• Basic networking troubleshooting

What we offer

• Quarterly Superstar Awards and Milestone Gifts.
• Referral Bonus and healthy Fruit & Nuts days.
• Monthly engagement events and quarterly team outings.
• Flexible hybrid work model – 3 days in office, 2 days remote.
• Leadership & development training, Career Excellence Program and Employee Assistance Program.