Senior NOC Delivery Engineer

Reports To

NOC Delivery Manager

What You Will Be Doing

• NOC Support Engineers will provide technical expertise in resolving and fixing the problems arising in the ChargePoint's array of Charging stations.
• You have to define and diagnose resolutions for the issues and drive resolution of charging stations faults, and systematically reduce critical outages and improve overall uptime of the Charging Stations.
• You will be analyzing, diagnosing, isolating and resolving problems and documenting your analysis in the case notes.
• You will also work collaboratively with other services teams.
• You learn and understand the various technological aspects of different models of the ChargePoint Charging stations and will handle the situation and drive towards faster resolution.
• You will work in a ITIL service lifecycle Framework and ensure MTTR and MTBF are achieved.
• You will Create technical documentation and make improvements to processes and procedures.
• Perform proactive preventative maintenance for both hardware and software.
• You will work in a Shift that spans 24 hours in various shift timings and you will work from the Office all 5 days of the week.

What You Will Bring to ChargePoint:

• Tenacious commitment to customer focused support
• Comfort with making complex decisions and excited by "thinking outside the box"
• 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
• 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
• 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:

• Minimum of 6 years in a technical support environment for complex hardware and software solutions
• Working experience, certifications, or bachelor’s degree in technical field
• The ideal candidate should be from any of the following experience - Network engineer - Systems engineer – Linux, Unix or Windows engineer - Backup or Storage engineer - Electrical or Electronics engineer - Technical Support engineer who has ability to understand and diagnose the technical aspect in any technological domains.
• The ideal candidate should have previous exposure and working knowledge into CLI interface of more or more flavors of Linux (ex: RedHat, Ubuntu etc). The candidate can also have working experience in Unix.
• The ideal candidate is well versed in Industry standards practices and solutions.
• The candidate should have good exposure and understanding of the Operational processes of Incident Management, Change Management and Problem Management.
• Understand the ITIL or any other operations Service lifecycle frameworks or Project management or quality frameworks.
• Desirable to have candidates with well versed knowledge in Microsoft Word, Excel and Powerpoint.
• Its desirable if the candidate has knowledge on Power distribution and/or power electronics fundamentals, familiarity with AC/DC EV charging protocols: CCS, CHAdeMO, J1772 etc.
• The candidate should be an excellent communicator with skills in Documentation and creating knowledge articles.
• Desirable to have worked in CRM tools like Salesforce, Servicenow, Jira etc.

Location

Bangalore, India