The OpportunityInCharge is seeking a highly motivatedNetwork System Engineerto manage our network of electric vehicle chargers. The Network System Engineer will commission support of chargers to the InControl network management system, troubleshoot charging assets and proactively create service requests to the operations team if necessary. The candidate will take on the primary task of managing all cases in Salesforce on charging issues for InCharge and its customers. This includes working closely with the Operations Team, the Product management, and the Salesforce team. This person will report tothe IT Manager.What You'll DoAssisting customer support team on Salesforce cases with a pre analysis and if necessary, ticket routing.Remotely troubleshoot EV Chargers in the field.Build best practices and training materials for the use of InControl and chargers.Troubleshoot local network functionality, identifying root causes.Analyze InControl software issues suggesting possible resolutions, escalation via JIRA.Verify the updates to known issues, testing the solutions prior to implementation.Proactive case creation via software fault detection.Troubleshooting issues with no known solution, developing new processes if necessary.Review work log, customer feedback periodically with team and other analysts and technicians, to identify and act on opportunities for improvementReview and respond accordingly to key customer and internal escalation request.Provide technical feedback to internal engineering and manufacturing teamDisseminate product updates and changes to CS teams, providing documentation and resource expectations.Provide status updates to the Technology, Operations, and Product Management TeamYour Experience and Capabilities1+ years of networking and JIRA/Confluence experience preferredExperience in the EV Charging industry is a plus2+ years in experience in a helpdesk environment (preferred)Self-starter, can project manage and prioritize critical tasks and expected workloadExcellent client-facing and internal communication skillsExcellent written and verbal communication skills, to communicate across multiple technical levelsSolid organizational skills including attention to detail and multi-tasking skillsDetailed follow through, every time, every clientStrong working knowledge of Microsoft OfficeStrong knowledge of Salesforce a plusBuilding, executing, and reporting test casesRemote trouble shooting based on error, local client logs
