特斯拉IT Support Technician, IT Answers
任职要求
Proficient in Windows operating systems, with a strong understanding of computer hardware and software
Experience with ticketing systems such as ServiceNow, Remedy, or Rave
Familiarity with Microsoft 365 tools, including PowerAutomate, SharePoint, and Teams
Excellent communication and interpersonal skills, with the ability to clearly articulate technical concepts
Strong customer service orientation, with a focus on responsiveness, problem-solving, and attention to detail
Self-motivated and capable of working independently, with a strong sense o…工作职责
The Role Join Tesla’s global IT team as an IT Support Engineer, delivering high-quality technical support to employees across the world. In this role, you will provide end-to-end support for software and hardware issues through phone, remote tools, and ticketing systems. Beyond daily support, you will contribute to internal process optimization, knowledge management, and project-based solutions to enhance user experience and operational efficiency. We are looking for a proactive, detail-oriented, and customer-focused individual who thrives in a fast-paced environment and is passionate about technology and continuous improvement. Responsibilities： Provide timely and professional technical support to global Tesla employees via phone, remote tools, and ticketing systems (e.g., ServiceNow, Remedy, Rave) Monitor and manage service tickets from initiation to resolution, ensuring timely follow-up and closure Support and maintain company IT infrastructure, including desktops, laptops, printers, and other peripheral devices Troubleshoot and resolve software and hardware issues remotely Document and maintain technical knowledge base articles to support team efficiency and continuous learning Identify opportunities to improve internal processes and user experience through process optimization and automation Collaborate with cross-functional teams to design and deliver technology-driven solutions tailored to business needs
POSITION SUMMARY: APC by Schneider Electric would like to advertise for the position of Level 3 CCC Technical Support Engineer within the Customer Care team. A Schneider Electric Edge or Data Centre Solution consists of the Power, Cooling, Security, Management, Monitoring, Environmental and Rack requirements to ensure a reliable environment for housing and running server systems. The primary responsibility of this role is to provide highest quality Technical Support to our customers using Single-Phase UPS Technology, with a secondary in management and monitoring platforms, supporting the numerous hardware and software products Schneider Electric offer. The successful candidate should have a passion for technology, be a self-learner and motivated to solve complex technical problems through self-led lab testing and validating. The candidate will join an expert team working on latest developments in Secure Power and will gain experience working with some of the leading companies in the world of IT. BREAKDOWN OF REPONSIBILITIES: · Lead cross-functional support team to respond to escalated customer issues in a timely manner including management of escalations as mini-projects. · Provide Weekly updates of CMI (Customer Major Issue) for the Secure Power CS&Q Team. · Serve as a member of the BOC (Board of Change) Team for ODM – acting as case investigator. · Liaising within the Customer Satisfaction & Quality Teams – Offer Quality Leads, Product Quality Leads, Product Managers and Cybersecurity teams on a regular basis to ensure detailed knowledge of trends/bugs, all imminent software related releases and compatibility issues. · Review technical documentation for accuracy and clarity when needed (Product Manuals, Field Service Bulletins, Technical Expert Assessment (TEX) Reports, Method of Procedure) · Support Sustaining Engineers with TEX related activities. · Execute deliverables for the applicable product family in the product development process (PMP) · Provide and develop relevant product training associated with respective product lines. · Oversee support of CCC (training, answering of technical questions, mentoring) · Document problems and help create knowledge articles to help technical support, and field engineers, to identify and solve issues quickly. · Advanced Knowledge of all I2P processes within Bridge Front Office (bFO) · Review field quality data, provided by CCC and Service Operations, to generate reports which can support various I2P processes and initiatives. (IWF, PRB, FSB, etc.) · Providing expert level Hardware/Software support to Customers, Service Engineers, Network Integration Engineers and Service Partners as required. · Installing, updating and testing of new Hardware/Software Products in team laboratory, completing validation testing and recreating customer issues in a controlled environment to identify and troubleshoot reported problems. · Maintaining technical knowledge on new trends, products and systems through project work, courses and self-study.
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该职位将常驻于特斯拉公司IT系统支持的前端，IT桌面技术人员将成为内部用户在IT问题上的第一联络人。该职位的主要任务是对最终用户的问题进行故障排除和解决，安装和支持系统，并协助特斯拉全球IT基础设施的日常运营，以促进特斯拉业务和制造的发展。这些工作职责需符合公司政策且在团队绩效和项目要求中规定的时间范围内完成。 关键职责 · 支持Windows和macOS桌面操作系统. 对于计算机和一般的网络问题进行诊断和排障。 · 通过现场或远程的方式向最终用户的问题提供及时的解决方案。 · 会议室设备，打印机的巡检和支持。 · 根据业务需要的其他相关工作职责 · 能够以口头和书面形式进行有效沟通，并能与相关项目或工作中合作的人员（包括公司管理层和外部业务伙伴）建立和维护合作关系。
这个职位将是特斯拉汽车工厂系统支持的前线。工厂系统支持工程师将成为IT应用程序和内部客户基础设施的支持接口。该职位的主要任务是解决终端问题，安装和支持系统，并协助特斯拉全球IT应用和基础设施的日常运营，为特斯拉的业务增长提供支持。这些职责将按照策略指导方针和团队的服务等级协议和/或项目需求中定义的时间框架来执行。 为工厂系统、IT硬件和其他与工厂系统相关的操作的最终用户提供日常交付和技术支持。 岗位职责 • 为工厂系统提供一级支持。 • 能够快速识别问题并诊断是否需要升级。 • 根据业务需要，完成分配的其他相关工作。 • 为各种生产试验提供系统支持。 • 具有良好的口头和书面沟通能力，并能建立和保持良好的合作关系。 • 多任务处理能力:一次处理多个问题。 • 根据部门的指导方针和标准进行独立判断。 • 组织和优化工作流程，以满足既定的试验时间表。 • 保持对所分配区域的政策、程序、产品和活动的最新知识的更新。