Tesla Motors

IT Helpdesk Support Technician

Tesla Motors
Full Time
Junior (less than 3 years)
Non-specified
English

Job Description

IT Helpdesk Support Technician

About Tesla

Tesla is accelerating the world’s transition to sustainable transportation and electricity consumption by designing and manufacturing electric vehicles and energy storage systems. Based in California, Tesla employs more than 13,000 people across four continents, and manufactures cars at our factory in Fremont, California. We are currently constructing the Gigafactory–the world’s largest lithium ion battery factory–in Sparks, Nevada, and have already begun producing energy battery storage products. 

Tesla currently produces two premium EVs–Model S and Model X–engineered from the ground up to be the world’s best car and SUV, respectively. Model S received Motor Trend’s prestigious 2013 Car of the Year, and achieved the best safety score of any car ever tested by the NHTSA. The recently released Model X includes the first ever falcon wing doors, as well as Tesla’s award-winning electric all-wheel drive powertrain. Both vehicles come with free road trip access to more than 400 Tesla Supercharger stations—the world’s fastest EV charging technology. Model 3, our third generation EV, is currently under development.

Tesla produces the Powerwall, a residential battery pack, as well as commercial and utility-grade Powerpack storage systems designed to help reduce electricity costs, smooth consumption and create a more resilient electricity grid.

Tesla is committed to hiring and developing top talent from across the world for any given discipline. Our world-class teams operate with a non-conventional product development philosophy of high inter-disciplinary collaboration, flat organizational structure, and technical contribution at all levels. You will be expected to challenge and to be challenged, to create, and to innovate. These jobs are not for everyone; you must have a genuine passion for producing the best vehicles in the world. Without passion, you will find what we’re trying to do too difficult.

The Role

The purpose of this role is to provide first line helpdesk support and customer service for all company supported computer applications and platforms. Troubleshoot and work on a wide range of queries and incidents from our offices, stores & service centers and remote employees.

This position will be based from our Beijing or Hong Kong locations and will form part of the global helpdesk team based in US.
        

Primary Responsibilities

  • Respond to requests for technical assistance via phone, electronically, in person and advise customer of the appropriate action

  • Answer the global helpdesk phone, log incidents on behalf of customers and where possible attempt resolution

  • Diagnose hardware and software faults remotely (desktops, laptops, printers) and implement known solutions

  • Administer help desk software utilizing our incident ticket based system (Service Now) and redirect incidents to appropriate resources throughout the global IT team

  • Identify and escalate situations requiring urgent attention

  • Stay current with internal system information, changes and updates

  

Qualifications

  • Working knowledge of fundamental operations of relevant software and hardware

  • Knowledge of helpdesk ticket system such as Service Now, Remedy & Manage Engine would be of advantage

  • Experience of working in an international technical help desk/service desk environment

  • Experience with MS Office 2007 - 2013 & Windows 7 - 10

  • Apple iOS/iPad/iPhone experience an advantage

  • Active Directory experience an advantage

  • Basic knowledge of networking / IP addressing

Key Competencies

  • Strong personal integrity and has the highest ethical standards

  • Experience in US multi-national corporate setting a plus

  • Excellent oral and written communication skills

  • Customer service orientation

  • Problem-solving
  • Strong attention to detail
  • Stress tolerance

  • Able to function in a friendly and outgoing environment

  • Must be able to speak, read, write and understand English as the primary language used in the workplace. Any other language would be of advantage


Technical Skills

  • Active Directory
  • Apple iOS
  • Customer Service
  • Network Administration
  • Technical Support