Deskripsi Pekerjaan
Origo is at the forefront of the electric vehicle revolution, providing cutting-edge EV charging infrastructure across Australia. We are seeking a dedicated and technically proficient Technical Support Engineer L1 to join our dynamic dayshift team based in Clark Freeport Zone, Pampanga. As the first line of support for our 24/7 charging network, you will play a vital role in ensuring seamless and reliable charging experiences for our customers.
In this role, you will work closely with our Australian operations, addressing technical inquiries, troubleshooting hardware and software issues, and maintaining the uptime of our charging stations. You will utilize your problem-solving skills and technical knowledge to resolve issues efficiently, document solutions, and escalate complex cases when necessary. We value clear communication and a customer-first mindset, as you will be the voice of Origo to many of our clients.
At Origo, we invest in our people. You will receive comprehensive training on our systems and technologies, and have opportunities for growth into higher-level support roles as you develop your expertise. We offer a collaborative work environment, competitive compensation, and the chance to contribute to a sustainable future. Join us in powering the future. You'll work in a modern office located in the vibrant Clark Freeport Zone, with a dayshift schedule that allows for a great work-life balance. You'll be part of a supportive team that values innovation and excellence. We offer competitive salary packages, health benefits, and professional development programs. Take the next step in your career with Origo and help us revolutionize the EV charging industry. Apply now!
Tanggung Jawab
- Provide first-level technical support for EV charging stations, addressing issues via phone, email, and ticketing system.
- Diagnose and resolve hardware, software, and network connectivity problems to minimize station downtime.
- Document all incidents and service requests with accurate details, ensuring knowledge base updates.
- Escalate unresolved technical issues to Level 2 support or engineering teams with comprehensive documentation.
- Proactively monitor charging network performance using internal tools to identify and address potential failures.
- Assist in the testing and rollout of firmware updates and new features for charging equipment.
- Collaborate with cross-functional teams to improve support processes and enhance customer satisfaction.
- Maintain a high level of product knowledge to provide effective and efficient support to customers.
Kualifikasi
- Bachelor's degree in Computer Science, Information Technology, Electrical Engineering, or related field, or equivalent work experience.
- Minimum of 1-2 years of experience in technical support, preferably in hardware, networking, or electrical systems.
- Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and ability to troubleshoot connectivity issues.
- Excellent problem-solving skills and ability to work under pressure in a fast-paced environment.
- Exceptional verbal and written communication skills in English; ability to explain technical concepts to non-technical users.
- Willingness to work on a dayshift schedule aligned with Australian business hours (AU time zone).
- Experience with incident management and ticketing systems (e.g., Jira, Zendesk, ServiceNow) is a plus.
- Familiarity with electric vehicle charging standards and protocols (e.g., OCPP, OCPI) is an advantage but not required.