EV Network Tech Support Lead — Hybrid (Sydney)

Evie Networks; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Evie Networks is seeking an ICT Technical Support Specialist to lead complex investigations, improve CS workflows, and mentor Tier 1 agents in Sydney. The role combines hands-on trouble shooting of EV charging software and hardware with a focus on scalable self-service solutions.

You will analyze transaction logs, resolve app and payment issues, and work with Product and Tech teams to implement process improvements. A hybrid work setup supports collaboration and autonomy.

Qualifications

• 2–4+ years in technical support, customer service escalations, or IT helpdesk roles.
• Strong ability to quickly 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.

Responsibilities

• Tier 2 Technical Support: diagnose and resolve complex customer issues related to network faults, hardware/software, app functionality, and payments.
• Cross-Functional Fault Resolution: work with Network Operations to investigate logs and data to fix network faults.
• Knowledge Base & Self-Service: author and maintain support documentation, decision trees, guides.
• Process Improvement: identify high-volume patterns and propose automated solutions or self-service features.
• Team Coaching & Mentorship: provide real-time guidance to Tier 1 staff to elevate capabilities.
• Customer Insights & Feedback Loop: aggregate ticket trends and feed insights to Product/Tech teams.

Skills

Technical support

Customer service

Ticketing systems

Communication

Mentorship

Tools

Zendesk

Freshdesk

Intercom

Job description

Evie Networks is seeking an ICT Technical Support Specialist to lead complex investigations, improve CS workflows, and mentor Tier 1 agents in Sydney. The role combines hands-on trouble shooting of EV charging software and hardware with a focus on scalable self-service solutions.

You will analyze transaction logs, resolve app and payment issues, and work with Product and Tech teams to implement process improvements. A hybrid work setup supports collaboration and autonomy.