Front Line Support – Network Operations

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.

Key responsibilities

• Diagnose and troubleshoot network connectivity across devices and operating systems.
• Resolve guest portal authentication and end‑user application issues affecting network access.
• Identify and fix faults on equipment from vendors such as Ruckus, Aruba, Cisco, and Juniper.
• Interpret Wi‑Fi metrics to address wireless problems and support converged networks (IPTV, PoS, CCTV, VOIP).
• Manage support requests in line with OLAs, monitor unresponsive nodes, and meet SLA targets.
• Conduct incident and problem management, maintain documentation, and train site staff.

Required profile

• General experience in networking or IT support with a strong customer service ethic.
• Ability to work independently and as part of a team under pressure while maintaining professionalism.
• Excellent verbal and written communication skills.

Required skills

• Fundamental networking knowledge.
• Understanding of switching technologies and CLI.
• Knowledge of wireless technologies, radio frequencies and coverage zones.
• Experience with Ruckus, Aruba, Cisco, Juniper equipment.
• Proficiency in troubleshooting methodologies.

What we offer

• Quarterly Superstar Awards and milestone gifts.
• Referral bonuses, healthy snacks, and monthly engagement events.
• Flexible work arrangement: 3 days in office, 2 days remote.
• Career Excellence Program, Employee Assistance Program, and inclusive workplace culture.