TECHNICAL SUPPORT OPERATIVE (ASSET MANAGEMENT – EV CHARGE POINTS)

Roam is a rapidly growing EV Infrastructure business where our mission is to Electrify your Everyday. We are driven by our mission and operate by our core values focussing on: People, Enabling Change, Simplicity and Resilience.

ARE YOU?

We are seeking candidates with previous experience in a similar role, as well as the following qualifications:

• Previous experience in a technical support, asset management, or operations role (EV industry, telecoms, or utilities preferred).
• Familiarity of IT systems, remote monitoring tools, and ticketing systems.
• Excellent troubleshooting and problem-solving skills.
• Ability to manage asset databases and maintain accurate records.
• Strong communication skills for coordinating with engineers, suppliers, and non-technical colleagues.

WHAT WILL YOU BE DOING?

We are seeking a Technical Support Operative to play a key role in the smooth operation of our EV charging infrastructure. This role focuses on the management, monitoring, and maintenance of charging assets, ensuring maximum uptime, reliability, and performance for customers. The successful candidate will be responsible for overseeing hardware and software assets, coordinating with field engineers, and supporting the technical resolution of issues. Below are a list of key areas this role will be focussed on;

Asset Management;

• Maintain an accurate inventory of all charge point assets (hardware, firmware versions, SIMs, spare parts).
• Track asset lifecycle, including installation, upgrades, and decommissioning.
• Ensure compliance with asset management policies and procedures.

Technical Support;

• Monitor charge point networks via remote diagnostic platforms and respond to alerts/issues.
• Provide first and second-line technical support to internal teams, field engineers, and external partners.
• Escalate unresolved issues to manufacturers or higher-level technical specialists.
• Troubleshoot connectivity, hardware, and software issues on charge points.

Operations Coordination;

• Support planned maintenance and upgrades with accurate asset data.
• Liaise with field engineers to ensure correct parts and tools are deployed.
• Work with the customer service team to provide updates on fault resolution.

Reporting & Analysis;

• Prepare regular reports on asset health, fault trends, and availability.
• Highlight recurring technical issues and propose improvements.
• Support compliance with SLAs and performance KPIs.

We are seeking candidates with previous experience in a similar role, as well as the following qualifications:

• Previous experience in a technical support, asset management, or operations role (EV industry, telecoms, or utilities preferred).
• Familiarity of IT systems, remote monitoring tools, and ticketing systems.
• Excellent troubleshooting and problem-solving skills.
• Ability to manage asset databases and maintain accurate records.
• Strong communication skills for coordinating with engineers, suppliers, and non-technical colleagues