EV Network Technical Support

Charge Hub Australia; City of Brisbane; On-site; AUD 70,000 - 90,000; Full time

Job summary

Charge Hub Australia is seeking an EV charging network technical support specialist to provide second-line technical assistance for customers, drivers and installers from our Banyo office. The role involves diagnosing faults, coordinating resolutions and maintaining service records while collaborating with internal teams and contractors.

The ideal candidate will have a technical qualification or equivalent experience in electrical/electronics, strong diagnostic skills, and a willingness to

Qualifications

• Relevant technical qualification or demonstrated experience in electrical, electronics, telecommunications, IT support, field service or a related discipline.
• Experience providing customer-facing technical support through a service desk, help desk, field service or maintenance environment.
• Strong diagnostic skills and methodical problem-solving using logs and documentation.
• Ability to interpret OEM manuals, electrical drawings and network information.
• Experience with ticketing systems and remote-support tools.
• Current unrestricted driver license and willingness to travel.
• Right to work in Australia.
• Clear, respectful written and verbal communication.

Responsibilities

• Receive, triage and respond to technical enquiries through the service desk, telephone, email and remote-support channels
• Provide clear, courteous and practical support to customers, drivers, installers, contractors and internal stakeholders
• Diagnose issues involving AC and DC charging equipment, networking, communications, user access, payment services, software platforms and OCPP messages
• Resolve enquiries remotely where possible and escalates complex issues to the appropriate technical lead
• Keep requesters informed of progress, expected next steps and resolution outcomes
• Maintain accurate service tickets, including troubleshooting performed, evidence collected, actions taken, escalation details and final resolution
• Proactively monitor supported charging platforms and identify recurring or emerging faults
• Interpret alarms, logs, OCPP error messages, OEM guidance and diagnostic data to determine causes and actions
• Travel to customer, project, supplier or contractor sites when required to support fault diagnosis, commissioning, training, audits or service delivery
• Work with the National Service Manager to schedule service activities and allocate requests appropriately

Skills

Diagnostic skills

Customer-facing

Communication

Willingness to travel

Education

Technical qualification

Tools

Ticketing systems

Remote-support tools

Job description

Charge Hub differentiates itself through deep technical understanding of electric vehicle charging equipment, software, load management and real-world applications. The EV Network Technical Support role is central to delivering that customer experience. Based in the Banyo office, the role provides responsive second-line support for service desk technical enquiries from customers, drivers, installers, contractors and internal teams. The position diagnoses faults, coordinates practical resolutions, maintains high-quality service records, escalates complex issues appropriately and helps minimise charger downtime. The role also supports commissioning, remote monitoring, contractor capability and field activities when required. It combines customer service, technical problem-solving and disciplined case management, with travel to customer or project sites as reasonably required.

Key responsibilities

• Receive, triage and respond to technical enquiries through the service desk, telephone, email and remote-support channels
• Provide clear, courteous and practical support to customers, drivers, installers, contractors and internal stakeholders
• Diagnose issues involving AC and DC charging equipment, networking, communications, user access, payment services, software platforms and OCPP messages
• Resolve enquiries remotely where possible and escalates complex, safety-critical or high-risk matters to the National Service Manager, Chief Operating Officer, OEM or other appropriate technical lead
• Keep requesters informed of progress, expected next steps and resolution outcomes
• Maintain accurate service tickets, including troubleshooting performed, evidence collected, actions taken, parts used, escalation details and final resolution
• Proactively monitor supported charging platforms and identify recurring or emerging faults
• Interpret alarms, logs, OCPP error messages, OEM guidance and available diagnostic data to determine likely causes and corrective actions
• Travel to customer, project, supplier or contractor sites when required to support fault diagnosis, commissioning, training, audits or service delivery
• Work with the National Service Manager to schedule service activities and allocate requests appropriately

About you

• Relevant technical qualification or demonstrated experience in electrical, electronics, telecommunications, IT support, field service or a related discipline
• Experience providing customer-facing technical support through a service desk, help desk, field service or maintenance environment
• Strong practical diagnostic skills and the ability to work methodically from symptoms, logs and technical documentation
• Ability to interpret OEM manuals, electrical drawings, single-line diagrams, network information and technical procedures
• Experience with ticketing systems, remote-support tools and accurate service documentation
• Current unrestricted driver licence and willingness to travel when required
• Right to work in Australia
• Strong customer-service mindset with clear, respectful written and verbal communication
• Calm and structured approach to troubleshooting, including during urgent outages
• High attention to detail and commitment to quality, safety and accurate documentation

About us

Charge Hub Australia Pty Ltd differentiates itself through deep technical understanding of electric vehicle charging equipment, software, load management and real-world applications. We work collaboratively with contractor partners to select and supply suitable equipment, coordinate with OEMs and suppliers, support installer training and installation quality, commission equipment, and provide ongoing service and technical support.