IT Phone Support, North America & EMEA

The IT Help Desk is the first point of contact for IT-related questions. The primary task of this position will be to troubleshoot and resolve endpoint issues for employees. Ranging from basic requests or complex issues whichrequire immediate resolution or escalation. These duties will be performed in compliance with policy guidelines and within timeframes as defined in the team's SLA and/or project requirements. The IT Help Desk supports all Tesla locations across the world. If you are a technical expert in various areas, thrive under pressure, enjoy solving problems, love working your way through chaos, and get bored with mundane IT tasks, then this role is for you. We solve problems every day and interact with different technologies to support Tesla's mission to accelerate the world's transition to sustainable energy.

• Quickly respond to requests for technical assistance over the phone or via ticketing system

• Resolve issues through our ticketing system on first touch, whenever possible

• Manage and Triage tickets coming into global queue to different IT Operations teams

• Diagnose and resolve technical hardware and software issues on Windows, Mac, Linux and other operating Systems

• Working with Active Directory, Exchange, PowerShell or Office 365 and Windows server daily

• Identify and escalate issues requiring urgent attention to appropriate teams or leadership

• Interface with the various technical teams to understand issues coming to the IT Help Desk

• Interpret how to solve long term needs within the framework of IT standards

• Create or edit documentation regarding troubleshooting, IT process and end user articles

• Become a subject matter expert in different IT areas, becoming an escalation point for support questions

• Minimum of 2 years' experience within a desktop support or IT Help Desk role

• Excellent problem solving, communication and interpersonal skills along with patience, a customer-friendly attitude and the ability to work in a team environment

• Bachelor's degree in computer science, Information Systems, or equivalent experience

• Experience troubleshooting hardware and software on Windows, Mac and Linux devices

• Experience troubleshooting basic client-side network (DHCP, DNS, Static IP) problems

• Experience troubleshooting Active Directory, Exchange and Office 365 problems.

• Experience with answering phone calls in a Help Desk capacity

• Must have excellent communication skills

• Schedule will include Saturday or Sunday in the shift

Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Medical plans > plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Accounts) HSA Contribution when enrolled in the High-Deductible medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D
• Short-term and long-term disability insurance (90 day waiting period)
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program