ICT Technical Support Specialist

Employee Matters; Sydney; On-site; AUD 70,000 - 90,000; Full time

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.

Skills

Technical support

Customer service

Troubleshooting

Data analysis

Tools

Zendesk

Freshdesk

Intercom

Job description

About Evie Networks

At Evie Networks, we are building Australia's most reliable, fast-charging EV network to make sustainable transport accessible for everyone. As electric vehicle adoption accelerates, we are rapidly expanding our footprint across Australia.

As Australia's EV infrastructure expands, Evie Networks is looking for a ICT Technical Support Specialist to serve as the critical bridge between our customers, frontline support team, and technical operations.

The Opportunity

Are you a tech-savvy problem solver who loves untangling complex customer issues and building better systems? In this role, you'll tackle complex, escalated technical enquiries—from EV charging network faults and app glitches to payment troubleshooting. But your impact won't stop at solving individual tickets: you'll use your technical eye to identify patterns, create self-service resources, streamline CS workflows, and mentor Tier 1 support agents.

Key Responsibilities Include:

• Tier 2 Technical Support: Diagnose and resolve complex customer issues related to network faults, charger hardware/software failures, app functionality, and payment systems.
• Cross-Functional Fault Resolution: Work directly with Network Operations to investigate transaction logs and system data to fix network faults and keep customers updated.
• Knowledge Base & Self-Service: Author and maintain clear support documentation, decision trees, and troubleshooting guides to empower both customers and internal teams.
• Process Improvement: Identify high-volume ticket patterns and propose automated solutions, workflow tweaks, or self-service features to boost First Contact Resolution (FCR).
• Team Coaching & Mentorship: Provide real-time guidance and informal coaching to Tier 1 support staff to elevate overall team technical capability.
• Customer Insights & Feedback Loop: Aggregate ticket trends and feed actionable insights to Product and Technology teams to drive product enhancements.

What We’re Looking For

• Experience: 2-4+ years in technical support, customer service escalations, or IT helpdesk roles.
• Technical Aptitude: Strong ability to quickly grasp complex systems, analyse data/transaction logs, and troubleshoot software and network issues.
• Ticketing Systems: Hands-on experience with tools like Zendesk, Freshdesk, Intercom, or similar platforms.
• Communication: Exceptional ability to translate complex technical jargon into clear, reassuring explanations for non-technical customers.
• Mentorship & Empathy: A collaborative team player who enjoys coaching peers, remaining calm under pressure, and advocating for customer experience.

Nice to Haves

• A passion for or background in electric vehicles (EVs), renewable energy, or automotive tech.
• Experience creating knowledge base articles, training materials, or support documentation.
• Understanding of continuous process improvement frameworks and CS metrics (NPS, CSAT, FCR).

For candidates who progress through our screening process, we are obliged to ensure that all candidates have the necessary legal right to work in Australia. We will require you to provide evidence prior to an interview.