Network Support Specialist

2 weeks ago


Stowmarket, Suffolk, United Kingdom neoci Full time
Job Description

Our client is hiring for a Network Support Specialist to join their team based at the Stowmarket office

Location: Hybrid role; applicants must reside in or near Stowmarket, Ipswich, or within a reasonable commuting distance.

About the Job

We are a leading provider of fleet charging and infrastructure solutions for electric vehicles, including cars, vans, buses, and trucks, across the UK and Europe. Our commitment to turnkey solutions for fleets, along with exceptional hardware and software support, positions us for significant growth in delivering energy autonomy to businesses globally.

Our comprehensive fleet solutions cover everything required to electrify vehicle fleets efficiently and effectively, from design to deployment. We accelerate the electrification of return-to-depot or return-to-home fleets at any stage of their journey.

Despite being a young and ambitious company, we count Amazon, DHL, Sainsbury's, Tesco, and Go-Ahead among our customers. With over 80,000 charging stations sold in more than 30 countries, we have earned the trust of diverse fleet and individual customers. Our rapid growth and innovation have earned us a spot on Deloitte's 2022 Fast 50 list of the fastest-growing technology companies in the UK, and we have placed in the top 50 of the Financial Times' FT1000 list for two consecutive years.

About the Role

As an EV Charging Network Support Specialist, you will:

  • Proactively monitor our customers' EV charging networks.
  • Provide support and manage incidents as they arise.
  • Act as the single point of contact for all EV charging issues.
  • Manage support tickets through the incident management process.
  • Resolve issues remotely or escalate to 3rd Line Support when necessary.

This role requires working 12-hour shifts on a rotating schedule (4 days on, 4 days off), covering both day (6 am-6 pm) and night (6 pm-6 am) shifts, including holidays. We offer an increased holiday allowance of 33 days to accommodate this schedule.

Responsibilities of a Network Support Specialist

  • Provide strong technical support in response to monitoring alerts, replicating issues, and raising bugs as needed.
  • Support partner chargers/sites as required, resolving remote issues where possible or organizing site visits according to SLAs.
  • Proactively manage alerts from monitoring systems, initiate diagnostics, escalate to appropriate third parties, and manage through to closure.
  • Liaise with third-party suppliers, contractors, and customer engineering teams.
  • Ensure timely service for technical support requests, troubleshooting, and fault diagnosis within agreed SLAs.
  • Document ongoing actions and status of problems in multiple platforms and systems.
  • Assist in coordinating operations and engineering teams to identify errors and anomalies.

Key Skills

  • Experience in a technical/customer support environment, ideally within the technology or EV industry.
  • Experience working shift patterns in the technology sector.
  • Familiarity with monitoring and alerting systems.
  • Good IT skills.
  • Additional European language skills are a plus.

Benefits

  • Health insurance
  • Group income protection
  • Group life assurance
  • Enhanced maternity/paternity leave
  • Access to Employee Assistance Program (EAP)
  • Charger discount
  • 25 days annual leave plus Christmas shutdown and bank holidays
  • more


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