EV Network ICT Support Specialist

Employee Matters

Sydney

On-site

AUD 70,000 - 90,000

Full time

44 hours ago

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Job summary

Evie Networks is seeking an ICT Technical Support Specialist to bridge customers, frontline support, and technical operations. The role tackles escalated issues across network faults, charger software, apps, and payments, while building self-service resources and guiding Tier 1 agents.

You’ll work with Product and Tech teams to drive improvements, share insights, and elevate the overall customer experience.

Qualifications

2–4+ years in technical support, customer service escalations, or IT helpdesk roles.
Strong ability to grasp complex systems, analyse data/transaction logs, and troubleshoot software and network issues.
Hands-on experience with ticketing systems like Zendesk, Freshdesk, Intercom, or similar.
Excellent communication: translate technical jargon into clear explanations for non-technical customers.
Mentorship and empathy: collaborative team player, calm under pressure, advocates for customer experience.

Responsibilities

Tier 2 Technical Support: diagnose and resolve complex issues related to network faults, charger hardware/software, app functionality, and payments.
Cross-Functional Fault Resolution: work with Network Operations to investigate logs and fix faults.
Knowledge Base & Self-Service: author and maintain troubleshooting guides and decision trees.
Process Improvement: identify patterns and propose automation or self-service features to boost FCR.
Team Coaching: provide real-time guidance to Tier 1 support staff to raise technical capability.