Senior NOC Delivery Engineer

Reports To

Senior NOC Delivery Manager

What You Will Be Doing

(Sr) NOC  Support Engineers will provide technical and network problem resolution to end-users by monitor, correlate, manage and act on proactive alerts received. Define and diagnosing resolutions to issue and drive availability of charging stations. Systematically reduce critical outages and improved overall network uptime and work collaboratively with other services teams Critical to follow ITIL service lifecyvcle Framework and ensure MTTR and MTBF are achieved. Create technical documentation and make improvements to processes and procedures. Perform proactive preventative maintenance for both hardware and software. Script creation, collect and review performance reports for various systems and report trends on station performance and energy optimization metrics

What You Will Bring to ChargePoint

• Tenacious commitment to customer focused support
• Comfort with making complex decisions and excited by "thinking outside the box"
• The ability to read and understand site drawings, field repair guides and product specifications
• Must have exceptional troubleshooting and advanced analytical thinking skills for complex issue resolution between hardware/software components
• Ability to accurately convey complex concepts in easily digestible communications both verbally and in writing
• Proven experience in driving initiatives, cross-functional collaborations, and holding others accountable to expectations
• Create test plans, test cases, and other documents based on software expectations and specifications.

• Account management skills including investigating and understanding current and historical issues for specific accounts
• Maintains effectiveness when experiencing major changes in personal work tasks or work environment; adjusts effectively to work within new work structures, processes, requirements, or cultures
• Ability to work effectively and complete tasks/projects with minimal supervision
• Open communicator, ability to give and receive actionable feedback
• Proactively identify areas of product improvement including design enhancements, failure analysis, and quality control
• Focuses and guides self in accomplishing work objectives
• Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict
• Actively appreciates and includes the diverse capabilities, insights, and ideas of others and working effectively and respectfully with individuals of diverse backgrounds, styles, abilities, and motivation
• Sets high standards of performance for self; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed

Requirements

• 5+ years of experience in a technical support environment for complex hardware and software solutions
• Working experience, certifications, or bachelor’s degree in technical field
• Experiences desired:
  • Embedded Linux, RTOS, System Administration, syslog parsing/triage
  • ITIL Service lifecycle and task / project management required
  • Networking fundamentals (TCP/IP, M2M communications, etc.)
  • Power distribution and/or power electronics fundamentals, familiarity with AC/DC EV charging protocols: CCS, CHAdeMO, J1772 etc.
  • Cloud based management platform and application support
  • Documentation and creating knowledge articles
  • Capture serviceability and supportability requirements to improve support deliver to customers.
  • Ability to work with hardware and software engineering on problem resolution
  • CRM tools such as Salesforce
  • Jira or other bug management tools
  • NetSuite or other ERP management tools
  • Strong communication, interpersonal, motivational, and organizational skills.

Location

Bangalore, India