Frontline Support – Sri Lanka Jobs at Superloop in Colombo, Western Province

Published 10 months ago

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Superloop company opens jobs for Frontline Support - Sri Lanka positions in the Western Province region. The type of work we provide is Full-time.

The criteria for the employees we need are having Information Technology skills with Associate experience, as well as employees who are honest, disciplined and responsible.

The estimated salary offered by this company is quite competitive around රු. 11,000 - රු. 29,000 (per month). However, the salary can go up or down depending on the company that decides it.

The Headhunters company itself is engaged in Telecommunications, of course if you are interested in applying for this company, you can register immediately.

Job Information

Position:Frontline Support - Sri Lanka
Region:Western Province, Colombo - Western Province
Job Function:Information Technology
Seniority Level:Associate
Employment Type:Full-time

Job Description

Superloop is looking for a Frontline Support associate, responsible for providing first level technical support to the end user and client as well as providing real time support to Superloop Broadband Networks & Smart Communities (BNSC) network customers. This role will also focus on maximising BNSC end user customer satisfaction.

Exetel’s Colombo office is located atCBD Business Center, Colombo 01 with AEST working hours.

What will you do?


  • Diagnosing and troubleshooting network connectivity across a wide range of operating systems and end user devices – smartphones, tablet, computers, gaming consoles and smart home devices.
  • Troubleshooting guest login portal authentication issues.
  • Diagnosing network faults to isolate and resolve issues.
  • Diagnosing and troubleshooting end user device applications which would impede network access (i.e., firewall, security software, private MAC addressing).
  • Diagnosing and troubleshooting network faults from a variety of vendors including but not limited to Ruckus, Aruba, Cisco, Juniper, Mikrotik, TP-link, D-Link, Allied Telesis, Motorola, Planet, HP, Cambium, (examples: access points, switches, servers).
  • Troubleshooting and supporting converged networks including but not limited to IPTV, PoS, CCTV andVOIP.
  • Interpreting Wi-Fi metrics to diagnose and identify wireless issues.
  • Performing configuration changes to network hardware via CLI and GUI.


  • Ensure that all calls and emails are answered and dealt with appropriately.
  • Analyse problems (both technical and operational) and arrive at workable solutions.
  • All jobs recorded in ticketing with agreed follow through and timelines.
  • Escalation matrices are adhered to.
  • Administration of online chat.
  • Propose resolution(s) for all faults, ensuring SLA targets are met.
  • Ensure that all reporting functions are carried out and acted upon.
  • Support multiple international markets in unique operating environments of developing countries (power/environment etc).
  • Monitoring and identifying unresponsive nodes with action taken within governed times lines.
  • Conduct incident and problem management tasks according to protocol.
  • Review and updating of technical documentation.
  • Training site staff on system functionality with supporting documentation.
  • Ticket housekeeping.
  • Offline node audits.
  • Liaise with Technical Services team and Logistics team in the dispatch or retrieval of Superloop hardware.

Here’s what you’ll need:

  • Minimum 3 years’ experience in related role
  • Degree in IT or networking related field qualifications/ certifications or equivalent experience.
  • Able to competently employ key troubleshooting methodologies to diagnose a variety of network problems quickly and effectively.
  • Understanding of Hardware: Gateways/Servers, Switches, Wireless LAN Controllers and Access Points.
  • Understanding of network design fundamentals: Hierarchical design (the Access, Distribution and Core layers), Collapsed Core and RoaS topologies.
  • Understanding of various VLAN and DHCP configurations.
  • Basic CLI experience and competency (experience with JunOS, Ruckus ICX, Cisco, and Linux platforms highly desired).
  • IP addressing/Subnetting competency as well as understanding of logical ports, port forwarding/tunnelling, remote connections and port discovery
  • Understanding of Wireless LAN controllers (WLC) and Access Point deployment, configuration, and upkeep.
  • Understanding of Wireless Fundamentals such as the 2.4ghz and 5ghz bands, SSID and BSSID as well as key metrics including Rssi and SNR.
  • Highly Desirable knowledge and understanding of the following systems and user interfaces (Solarwinds (Orion), Mikrotik server (Winbox, The Dude), PuTTY, mRemoteNG, Ruckus, HP Aruba Central, Switches (JunOS, Cisco, Dlink, Tplink, Allied Telesis)

What can we do for you?

As we grow and evolve, we want you to as well.

We’re progressive.We understand that life exists outside of work which is why we have a flexible approach to the way we work.

We’re innovators.Innovation is part of our identity, which is why we celebrate the uniqueness of yours.

We’re easy-going.We pride ourselves on creating a fun, casual and relaxed environment. Ditch the corporate attire if you want to – embrace it if that’s your thing. What matters most is that you’re comfortable when you come to work.

We welcome diversity.We encourage and seek out diversity of backgrounds and opinions, because we know differences challenge us and help us grow.

We give back.In addition to annual and sick leave, we give you the opportunity to spend some paid time away from work doing something meaningful with five personal development days per year. You can use these to help out in the school tuckshop, attend training for your own personal development, or lend a hand to a meaningful charity if you would like to.

We stand by our product.We’re confident we have the best connectivity product on the market so we offer our employees free connection to our home broadband service.

We take care of our people.We provide market-competitive compensation, a collaborative workspace in the center of Colombo, and a range of perks and benefits, including insurance, mental health services and personal and leadership development. We put forth a lot of effort at work and when it comes to having fun, we do the same.

You have the chance to join the opportunity of a lifetime. What are you waiting for?


  • gain experience
  • taught first
  • Get bonus if overtime

Job Application Information

The information we provide above may be updated suddenly, please keep looking for complete information via the "Apply Now" button or on the official website of the company Superloop, so as not to find unwanted events ^_^.

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Company Information


Industry: Telecommunications

Superloop is an Australian telecommunications company founded in 2014. The company is primarily involved in providing enterprise grade wholesale connectivity services in the Asia Pacific region. Superloop currently owns infrastructure in seven major cities in Asia, Australia, and New Zealand, and has deployed over 10,00 kilometers of fiber. The company also offers complex networking solutions, cloud platforms, and managed services to its customers. Superloop is committed to delivering innovative, reliable, and secure connectivity solutions to its clients.

Check other vacancies from the company: Superloop