IT Support Technician, IT Answers（L1 Support)

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

Requirements：

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 of responsibility and ability to thrive under pressure

Fluency in English (spoken and written) – must be able to use English as the primary working language

Ability to adapt quickly and learn new technologies in a fast-evolving environment

Preferred Qualifications

Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and experience troubleshooting network issues

Experience supporting Mac OS and mobile devices (iOS, Android)

Familiarity with Active Directory and PowerShell scripting

Prior experience in a multinational or foreign enterprise environment