IT Support Engineer {FULLY REMOTE} in Telford

Specialising in generator service and turnkey EV charging solutions, our goal is to become the most trusted provider in these sectors by re-setting customer service benchmarks and transforming expectations with honesty, integrity, and passion. We are committed to continually raising the bar in customer service excellence.

Vital Group expects all its employees to act as ‘co-owners’ of the business, and to always put safety first, followed closely by customer satisfaction and commercial success. The candidate who fulfils this role will be a key part of the Networks Team, ensuring the successful delivery of Vital EV’s remote charger network management strategy, to include first and second level support, fault finding services and ongoing improvement of charger visibility, fault notification and resolution methods to achieve greater network reliability.

The candidates peripheral job scope is to support the successful commissioning and ongoing preventative maintenance of charging, electrical and power infrastructure projects on other Vital Group contracts. The contract is on a full time, permanent basis which includes the requirement for availability to contribute outside of normal working hours to an on-call rota. The role can be based at either our Chester or Telford office. Standard working hours are Monday to Friday, 8:30am to 5:30pm, with a one-hour lunch break.

Responsibilities include:

• Supporting the EV team in delivering planned and reactive electrical engineering services in a professional and well managed manner across the UK.
• Delivery of technical support services to customers via ticket management system.
• Completion of remote fault-finding exercises when issues arise with chargers in field, using a combination of diagnostic log, software update and settings re-configuration procedures to resolve reported issues.
• Ongoing provision of technical support services for Operations and Field Service teams to ensure continued access to technical expertise and resources when required (remote and on-site as necessary).
• Record management of charging network faults through organisation’s ERP system ‘JobWatch’ to aid in completion of monthly reporting on trend analysis and development of knowledge centre for wider business.
• Commissioning of Kempower, Alpitronic & Autel DC charging systems in accordance with OEM & NICEIC standards.
• Asset management services to ensure key details for all service contract customers are captured and kept up to date.
• Utilisation of Kempower, Autel and Alpitronic hardware management systems to enable proactive investigation into chargers & network reliability.
• Administration of warranty claims with DC charging manufacturers.
• Ensure highest quality of workmanship is maintained in all dealings, to uphold company standards and comply with building regulations.
• Support project installation teams with generator installation works.
• Support electrical services business growth, making use of engineering qualifications.
• Support core NICEIC electrical engineering team with compliance to standards.
• Support the sales team with availability to attend site surveys, project planning & technical compliance review meetings with project stakeholders to ensure projects are correctly designed, procured, and installed.
• Use workforce field management system JobWatch to record daily job attendances.
• Offer insight into new EV charging & electrical engineering technologies to enhance company’s competitive advantage.
• Use experience and training to nurture and encourage Vital engineering team members to better their skill sets and contribution to company success.

We offer a competitive salary, a discretionary twice per annum ‘Profit Related Pay’ scheme that ties bonus amounts to the amount of profit made by the business, a pension scheme after 3 months of service, and all employees receive 25 days leave (or equivalent pro-rata) per annum, plus additional bank holiday days. Eligibility to join Vitality, Private Healthcare Scheme, and BHSF Healthcare Cash Plan, after 6 months of service. Investment in professional development and training to support you in your role, and a supportive and positive workplace culture.

We welcome applications from all suitably qualified persons. The role is due to commence ASAP after the offer has been made, but we can be flexible with the start date depending on prior commitments.