EV Network ICT Support Engineer

Employee Matters; Sydney; On-site; AUD 75,000 - 95,000; Full time

Job summary

Evie Networks is seeking an ICT Technical Support Specialist to bridge customers, frontline support, and technical operations. You will tackle escalated issues across the EV charging network, app glitches, and payment systems, while identifying patterns and creating self-service resources.

You will mentor Tier 1 staff, streamline CS workflows, and contribute insights to Product and Technology teams to drive product enhancements and improved customer experience.

Qualifications

• 2–4+ years in technical support or IT helpdesk.
• Strong troubleshooting and data/log analysis skills.
• Experience with ticketing systems such as Zendesk, Freshdesk or Intercom.

Responsibilities

• Diagnose and resolve complex issues related to network faults, charger hardware/software, app functionality and payments.
• Collaborate with Network Operations to investigate logs and fix faults while updating customers.
• Author and maintain self-service docs and troubleshooting guides.
• Identify high-volume patterns and propose automation or workflow improvements.
• Mentor Tier 1 staff to raise overall technical capability.
• Provide insights on ticket trends to Product and Tech teams.

Skills

Technical support

Troubleshooting

Ticketing systems

Communication

Tools

Zendesk

Freshdesk

Intercom

Job description

Evie Networks is seeking an ICT Technical Support Specialist to bridge customers, frontline support, and technical operations. You will tackle escalated issues across the EV charging network, app glitches, and payment systems, while identifying patterns and creating self-service resources.

You will mentor Tier 1 staff, streamline CS workflows, and contribute insights to Product and Technology teams to drive product enhancements and improved customer experience.