Technical Support Engineer L1 (Dayshift - AU)

ABOUT THE ROLE:

The Technical Support Engineer (L1) is the frontline service management layer of a 24/7 EV charging support operation. This role is responsible for high‑quality intake, triage, and resolution of standard incidents, ensuring SLA adherence while maintaining strong flow efficiency.

L1 operates within a strict SOP‑driven environment, resolving repeatable issues and enabling effective escalation of complex cases to L2 with complete and structured diagnostics.

Key Responsibilities

• Intake & Case Management
  • Manage incoming tickets via Jira Service Management (portal‑first intake)
  • User Account Creation & Modification
  • User Access Validation & Revocation
  • Capture complete and accurate case details:
    • Symptoms
    • Fault codes
    • Logs
    • Environment context
    • Warranty validation
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