Front Line Support

About the role

The Front Line Support role provides first‑level technical assistance to end‑users and Superloop network customers, ensuring high satisfaction and rapid issue resolution. You will work within the Operations Support team, handling a variety of connectivity problems across consumer and business services.

Key responsibilities

• Diagnose and troubleshoot network connectivity issues across various operating systems and devices.
• Resolve guest login portal authentication problems.
• Troubleshoot end‑user device applications that affect network access, such as firewalls or security software.
• Identify and resolve faults on equipment from vendors like Ruckus, Aruba, Cisco and Juniper, including access points, switches and servers.
• Interpret Wi‑Fi metrics to diagnose wireless performance issues.
• Support converged networks such as IPTV, PoS, CCTV and VOIP.
• Manage support requests in line with OLAs and SLAs, including incident and problem management.
• Maintain technical documentation and train site staff on system functionality.

Required profile

• General experience in networking or an IT‑related role with a strong customer‑service ethic.
• Sound knowledge of networking fundamentals and ability to work under pressure while maintaining professionalism.
• Excellent written and verbal communication skills.

Required skills

• Network troubleshooting across multiple operating systems and devices.
• Experience with Ruckus, Aruba, Cisco and Juniper equipment.
• Understanding of switching technologies and command‑line interface (CLI).
• Knowledge of wireless technologies, radio frequencies and coverage zones.
• Ability to interpret Wi‑Fi metrics and diagnose wireless issues.
• Support for converged services such as IPTV, PoS, CCTV and VOIP.

What we offer

• Quarterly Superstar Awards and milestone gifts.
• Referral bonus, healthy snacks, monthly engagement events and quarterly team outings.
• Flexible work arrangement – three days onsite, two days remote.
• Career Excellence Program, employee assistance program and inclusive workplace culture.